Member Escalations Supervisor

Project Food Box is built on a simple belief: food is healthcare.

We’re a Food as Medicine company working with health plans, community organizations, and local farms to deliver medically tailored groceries to people living with chronic conditions and communities facing food insecurity across California and New York. Since 2020, we've delivered nearly 10 million boxes — over 250 million pounds of fresh food.

We're scaling fast and building the systems, processes, and infrastructure to support national growth. The people who join now will shape how we get there.

We're hiring a Supervisor, Member Escalations to lead the team that resolves our most complex and high-priority member concerns — for Medicaid members often navigating chronic conditions, food access, and their health plan all 'll own day-to-day team leadership, including workload distribution, coaching, performance management, and quality monitoring, while driving escalations to resolution and finding ways to improve member experience and operational efficiency.

You'll report to the Manager, Member Operations and partner closely with Operations, Care, Clinical, and Product.

• Lead, coach, and develop a team of Member Escalations Specialists, setting clear expectations and holding the team to service and quality standards
• Own the resolution of complex, sensitive, and high-priority member escalations, supporting the team on the hardest cases
• Manage daily team operations, including workload distribution, case prioritization, and coverage
• Monitor case volumes, resolution times, and quality metrics, and act on the gaps those numbers surface
• Identify recurring escalation drivers and work with the right teams to fix root causes, not just individual cases
• Partner with Operations, Care, Clinical, and Product to resolve complex member issues and remove operational barriers
• Surface trends, risks, and recurring member concerns to leadership

• 3+ years in member services, customer service, call center operations, case management, or healthcare operations, including 1+ year managing or leading a team
• Experience owning complex or sensitive member and customer escalations through to resolution
• Demonstrated ability to coach and develop team members and hold them accountable to performance standards
• Comfort managing competing priorities in a fast-paced operational environment where process is still being built
• Experience working in CRM, case management, or ticketing platforms

• Experience in healthcare, health plans, managed care, social services, or another regulated environment
• Experience handling escalations tied to health benefits or member eligibility
• Experience with service-level metrics, performance reporting, or workforce management
• Track record of identifying process gaps and implementing operational improvements

The expected salary range for this role is $78,000 - $88,000 annually, plus performance bonus and benefits. Compensation for this role will depend on various factors, including qualifications, skills, and location.

• Paid holidays and flexible, unlimited PTO
• Medical/Dental/Vision plan options
• Weekly food box for employees within delivery zones
• 401(k) retirement plan with company match, subject to plan terms and eligibility

We provide reasonable accommodations for applicants with disabilities throughout the application and interview process. To request, please contact hiring.