Director of Call Center Operations at Foodsmart

At Foodsmart we operate the world’s largest telenutrition and foodcare platform, connecting more than 1.8 million members with a national network of Registered Dietitians. Our digital solution combines personalized nutrition counseling, online food ordering, and cost-effective meal planning, and it is now accepted by national and regional retailers that support SNAP/EBT. Backed by leading health systems and investors such as Advocate Health, Intermountain Health, Memorial Hermann, and Blue Cross Blue Shield of Massachusetts, we help members make healthier choices while saving time and money. We are seeking a Director of Call Center Operations to strengthen the Growth Development Team, scale our support infrastructure, and ensure every member interaction reflects the quality and care that define our service.

Key outcomes

• Build and lead a high-performing support organization by directly managing the Customer Support Manager and two outbound Team Leads while indirectly guiding a team of approximately 40 representatives.
• Design and implement a best-in-class training and onboarding program that accelerates new-hire readiness and long-term success.
• Establish clear goals, KPIs, and quality-assurance processes that drive accountability and continuous performance improvement.
• Champion the migration to a new IVR and chatbot platform that maximizes self-service options and operational efficiency.
• Keep the knowledge base current and accurate in partnership with the Customer Support Manager.
• Collaborate with engineering and IT to ensure seamless system integration across the organization.
• Use data analysis to inform staffing decisions, SLA management, and outbound calling campaigns while continually refining processes to eliminate inefficiencies.
• Guarantee full compliance with TCPA and other applicable regulations.
• Partner with Sales, Marketing, and Client Development on pre- and post-launch strategies that align calling campaigns and support resources with client needs.
• Meet or exceed all client SLAs through strategic staffing and technology utilization, and resolve escalated member issues promptly.
• Support client-requested projects in coordination with the Client Development team.

Requirements

• Five to seven years of progressive leadership experience in a call-center environment, ideally within healthcare or a startup setting.
• Demonstrated success automating support functions and scaling teams to accommodate rapid growth.
• Proven experience managing or running customer-support operations, including oversight of knowledge bases, IVRs, and chatbots with an emphasis on self-service.
• Deep familiarity with TCPA laws and regulations and their application to call-center operations.
• Track record of consistently meeting or exceeding defined SLAs.
• Hands-on experience using and managing dialers for progressive and predictive dialing campaigns.
• Strong data-analysis skills and the ability to translate insights into actionable staffing and process decisions.
• Experience leveraging AI technologies to enhance self-service and outbound dialing capabilities.
• Excellent communication skills with a demonstrated ability to coach direct reports and represent the team’s perspective to senior leadership.
• Full professional proficiency in English.

Preferred qualifications

• Prior experience in a healthcare or startup environment.
• History of building cross-functional processes that involve engineering, IT, sales, marketing, and client-success teams.

Compensation

We offer a comprehensive benefits package that includes remote-first work arrangements, unlimited PTO, flexible scheduling, healthcare coverage (medical, dental, and vision), a 401k plan, bonus opportunities, stock options, commuter benefits, and gym reimbursement.

How to apply

If you are ready to shape the future of member support at a mission-driven health-technology company, we invite you to submit your application. We look forward to learning how your experience and leadership can contribute to Foodsmart’s continued growth and to the well-being of the members we serve.