Manager, Call Center Operations & Systems

California-based hybrid role (Southern California preferred) Remote flexibility with periodic in-person operational meetings and site visits Project Food Box is scaling Food as Medicine programs across California and New York, delivering medically tailored groceries and nutrition support to Medicaid members with chronic health conditions. As our Member Operations organization continues to grow, we’re hiring a Manager, Call Center Operations & Systems to lead the operational workflows, contact center systems, and Genesys Cloud environment that power our member experience. This is not a traditional call center manager role. This person will own the systems, workflows, reporting, routing logic, operational processes, and platform optimization efforts that support member enrollments, authorizations, escalations, and ongoing support operations. The role sits at the intersection of operations and technology and is ideal for someone who enjoys building scalable systems in a fast‑moving healthcare environment. The role spans: Contact Center Systems & Genesys Cloud Administration Platform configuration, workflow optimization, queue management, IVR/routing logic, workforce functionality, reporting dashboards, and operational system improvements. Member Operations Workflow Optimization Supporting intake, enrollment, authorizations, escalations, re‑engagement, and member support workflows across California and New York programs. Cross‑Functional Operational Leadership Partnering closely with Workforce Management, Training, Member Escalations, and Technology teams to improve service delivery, operational performance, and member experience. We’re looking for someone who can troubleshoot a workflow issue in the morning, optimize a Genesys Cloud configuration in the afternoon, and help operational leaders improve service levels and member outcomes throughout the day. Ideal background: 7–10+ years in contact center operations, systems administration, or operational process management Strong hands‑on Genesys Cloud administration and configuration experience Experience with workflows, routing logic, IVR design, operational reporting, and service‑level management Strong analytical and process improvement mindset Ability to manage complexity in a fast‑paced, high‑volume environment Healthcare, Medicaid managed care, or member services experience strongly preferred What we offer: Mission‑driven work with real community impact High visibility and ownership opportunities Collaborative, cross‑functional leadership environment Opportunity to help scale national Food as Medicine programs A unique blend of operations, systems, and healthcare innovation Interested or know someone who’d be a strong fit? Apply or message me directly. #J-18808-Ljbffr Project FoodBox