Director of Call Center Operations
Remote
Full Time
#Marketing
#Team Leadership
#IVR
#Chatbot
#SLA Management
#Data Analysis
#Customer Support
#AI
We are the world’s largest telenutrition and foodcare solution, backed by a national network of Registered Dietitians. Our digital platform helps members make healthier food choices, save time and money, and achieve lasting behavior change. Foodsmart has supported over 1.8 million members across more than 700 health plan, employer, and health system clients, with backing from leading investors including Advocate Health, Intermountain Health, Memorial Hermann, Blue Cross Blue Shield of Massachusetts, Mayfield Fund, and Founder Collective.
About the Role
We are hiring a Director of Call Center Operations on a Full Time basis. This remote position leads the Growth Development Team, which helps members schedule visits with dietitians and resolves support issues. The role focuses on building teams, systems, and processes that support continued growth while collaborating across departments on client launches and retention.
Key Responsibilities
- Directly oversee the Customer Support Manager and two outbound Team Leads while indirectly managing a team of approximately 40 support and outbound representatives, setting goals, KPIs, and quality assurance processes.
- Lead the migration to a new IVR and chatbot platform, maintain an updated knowledge base, and work with engineering and IT to integrate systems while tracking data to guide staffing, SLA management, and outbound campaigns.
- Partner with Sales, Marketing, and Client Development on pre- and post-launch strategies, ensure client SLAs are met or exceeded, resolve escalated customer issues, and support client-requested projects.
Requirements
- 5-7 years of progressive leadership experience in a call center environment, preferably within healthcare or a startup setting.
- Proven ability to automate functions, manage support operations, and create or maintain knowledge bases, IVRs, and chatbots with a focus on self-service.
- Deep understanding of TCPA laws and regulations, experience using and managing dialers for progressive and predictive campaigns, and demonstrated success scaling teams and building structure to support growth.
- Strong communication skills, a data-driven approach to decision-making, and experience using AI for self-service and outbound dialing.
Location
This position is fully remote, with a flexible work location and a preference for candidates in the Bay Area.
Compensation and Benefits
- Remote-first work environment with flexible location options.
- Unlimited PTO.
- Medical, dental, and vision insurance coverage.
- 401k plan, bonus opportunities, and stock options.
- Commuter benefits and gym reimbursement.
