Director of Call Center Operations at Foodsmart

Are you ready to shape the future of member support at the world’s largest telenutrition and foodcare solution? We are Foodsmart, a digital platform that pairs personalized nutrition guidance with convenient food ordering and cost-effective meal planning. Backed by leading health systems and investors, we have already helped more than 1.8 million members across 700 clients make healthier choices while saving time and money.

What you bring

We are looking for a Director-level leader to run our Growth Development Team on a full-time, remote basis. In this role you will guide a fast-growing call-center operation that blends customer support, outbound outreach, and AI-driven self-service tools. Your three main responsibilities will be leading and developing a team of roughly forty support and outbound representatives, overseeing the migration to new IVR and chatbot systems that increase automation, and partnering with Sales, Marketing, and Client Development to deliver seamless client launches and retention programs. This position is open to candidates located anywhere.

• Directly coach the Customer Support Manager and two outbound Team Leads while setting goals, KPIs, and accountability processes that keep the entire team performing at a high level.
• Drive the transition to a new IVR and chatbot platform, ensuring knowledge bases stay current and systems integrate smoothly with engineering and IT.
• Collaborate cross-functionally on pre- and post-launch calling campaigns, confirm all client SLAs are met or exceeded, and resolve escalated member issues promptly.

Requirements

The ideal candidate brings five to seven years of progressive leadership experience inside a call-center environment, ideally within healthcare or a startup setting. You are an exceptional people leader who has earned the trust of past teams, and you combine that strength with a data-centric mindset that turns performance metrics into clear staffing and campaign decisions. You have proven success automating support functions, managing or running customer-support operations, and creating or maintaining knowledge bases, IVRs, and chatbots that emphasize self-service. A deep understanding of TCPA regulations, experience running progressive and predictive dialer campaigns, and a track record of consistently meeting or exceeding SLAs are essential. Strong communication skills, comfort building structure to support rapid growth, and genuine enthusiasm for learning and tackling new challenges round out the profile. English fluency is required.

What we offer

In addition to competitive compensation, we provide a comprehensive benefits package that supports your well-being and long-term goals.

• Remote-first work environment with flexible hours
• Medical, dental, and vision insurance
• 401k plan with bonus and stock-option opportunities
• Commuter benefits and gym reimbursement

How to Apply

If this opportunity to lead a mission-driven support organization and help millions of members eat well excites you, we encourage you to apply today. We look forward to learning how your experience and leadership style can contribute to Foodsmart’s continued growth.