NOCD · 17 hours ago
Director of Member Advocate Services
United States
Full-time
Remote
Director/Executive
7+ years expNOCD is an award-winning digital health company focused on identifying and managing obsessive-compulsive disorder (OCD) using evidence-based treatment. The Director of Member Advocate Services will oversee the Member Advocate Services Team, ensuring exceptional support for members while driving operational excellence and continuous improvement across workflows and service standards.
Health CareTherapeuticsWellness
Responsibilities
Lead and develop Member Advocate Managers overseeing Support Specialists, fostering a culture of empathy, accountability, and high performance
Own the strategy, structure, and scalability of Member Advocate Services, including workforce planning, hiring, and coverage models
Establish and monitor key performance indicators (e.g., response times, resolution rates, CSAT/NPS, quality metrics) and drive continuous improvement
Serve as the highest-level escalation point for complex, sensitive, or high-risk Member concerns, ensuring timely and thoughtful resolution
Own support tooling and systems (CRM, phone, text, chat, documentation), partnering cross-functionally to optimize workflows and data integrity
Design and oversee training, quality assurance, SOPs, and playbooks to ensure consistent, compliant, and compassionate service
Partner cross-functionally with other internal teams to resolve systemic Member issues
Analyze Member feedback and inquiry trends to proactively identify pain points and implement solutions
Ensure adherence to HIPAA, privacy, and confidentiality standards across all support operations
Represent the Member Support function in leadership discussions and contribute to broader company initiatives
Qualification
Required
7+ years of experience in customer support, member services, or patient experience
3+ years of people leadership experience, including managing managers
Proven experience building and scaling support or service operations while minimizing operating expenses
Strong operational and analytical skills with a data-driven mindset
Exceptional communication and conflict resolution skills
High emotional intelligence and comfort working with vulnerable populations
Experience owning tools, workflows, and system implementations
Strong understanding of HIPAA and healthcare compliance standards
Preferred
Experience in healthcare, mental health, digital health, or insurance environments
Familiarity with CRM platforms, EHR systems, and omnichannel support tools
Background in quality assurance or service design
Experience working in fast-growing or startup environments
Benefits
Comprehensive benefits package, including medical, dental, vision coverage, and 401(k) match
PTO based on an accrual system
Casual and engaging startup environment with an outstanding mission-driven team atmosphere
NOCD provides 12 weeks of fully paid parental leave for the primary caregiver, and 6 weeks of fully paid leave for the secondary caregiver, for qualifying full-time employees.
Company
NOCD
NOCD is an online OCD therapy platform that helps people with OCD get better and then stay better.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$84MKey Investors
F-PrimeHealth Enterprise PartnersChicago Ventures
2023-01-31Series B· $34M
2021-09-21Series B· $33M
2020-10-08Series A· $12M
Leadership Team
Stephen Smith
Founder and CEO
Recent News
2025-10-13
2025-07-18
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2024-11-28
Company data provided by crunchbase