Director of Call Center Operations

About us:

Foodsmart is the leading telenutrition and foodcare solution, backed by a robust network of Registered Dietitians. Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver long-term health outcomes. Through our highly personalized, digital platform, we guide our 2.2 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money.

Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food.In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment will help us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases.

At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment:

Measured: We make data-driven, truth-seeking decisions.

Impactful: We are fueled by achieving our mission and vision.

Collaborative: We help each other be better and create a positive environment.

Hungry: We maintain a healthy growth mindset, seeking to overcome challenges with courage.

Joyful: We take joy in each other, our work, and the privilege of doing this work.

Whether you’re a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.

Learn more at www.foodsmart.com

About the role:

The Growth Development Team plays a crucial role in the success of our members and Foodsmart as a whole by actively assisting current and potential members to schedule visits with dietitians and solve their various support issues. The Director of Call Center Operations is accountable for Foodsmart’s growth and member happiness. This role centers around building out the necessary teams, systems and processes to enable continued growth while working cross functionally with all departments on new launches and client retention. Foodsmart is looking for an experienced leader with a call center background who can help take the team and the organization to the next level.

You will:

• Team Leadership
• Directly oversee, coach and hold accountable the Customer Support Manager and our two outbound Team Leads
• Indirectly oversee a team of ~40 support and outbound reps
• Create a world class training and onboarding process that ensures new hires are set up for success
• Lead through setting goals and KPIs and help oversee the QA and accountability processes
• Act as the voice of the team to leadership and other departments in the organization
• Systems and Processes
• Oversee migration to a new IVR and Chatbot in order to maximize self service and automation
• Assist Customer Support Manager to ensure knowledge base is continually updated
• Work cross functionally with engineering and IT to ensure systems are integrated seamlessly across the organization
• Track and utilize data to make decisions around staffing, SLA management and outbound calling campaigns
• Continually refine and assess systems and processes to identify redundancies and inefficiencies
• Ensure the call center is holding to TCPA and other government standards
• Launches and Customer Success
• Partner with Sales, Marketing and Client Development on pre and post client launch strategy in regards to calling campaigns and customer support
• Ensure that all client SLAs are met and exceeded utilizing staffing and software
• Handle escalated customer issues and ensure timely resolution
• Work alongside Client Development team on projects requested by clients

You are:

• An exceptional people leader – past team members have told you how much they love working for you.
• Data-centric with the ability to make great decisions by dissecting and interpreting data
• You love building things and are not afraid to take on complex projects that take time and require involving people from all departments in the organization
• A learner at heart – you believe asking questions is one of the best ways to learn
• You are not afraid to step outside your comfort zone to take on new challenges

You have:

• 5-7 years of progressive leadership experience in a call center environment, preferably in the healthcare and/or start up environment
• Proven ability to automate functions
• Experience managing or running support
• Deep understanding of TCPA laws and regulations and how they apply to a call center
• Proven track record of meeting and exceeding required SLAs
• Experience creating and maintaining, knowledge bases, IVRs and Chatbots with a focus on self-service
• Experience using and managing a dialer to execute progressive and predictive dialing campaigns
• Demonstrated success in scaling teams and building structure to support the growth
• Strong communication skills and the desire and ability to lead teams and coach direct reports
• Experience using AI for self service and outbound dialing

About our benefits and perks:

Remote-First Company

Unlimited PTO

Flexible & remote location (Bay Area preferred)

Healthcare Coverage (Medical, Dental, Vision)

401k, bonus, & stock options

Commuter benefit

Gym reimbursement

Foodsmart is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

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