Manager, Member Operations Systems & Automation

Manager, Member Operations Systems & Automation

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 living with chronic health conditions.

We're hiring a Manager, Member Operations Systems & Automation to own the systems, technology, workflows, and automations that power our member operations.

This is not a traditional call center management role. Our BPO partner manages frontline hiring and agent performance. This role is the hands-on technical owner of the systems and workflows that enable our teams to support members effectively and at scale.

• Own, configure, test, and optimize contact center and CRM platforms.
• Design and maintain IVRs, queues, routing logic, skills, call flows, transfers, escalations, scripts, and prompts.
• Configure workflows across programs, member populations, and operational requirements.
• Troubleshoot system issues and manage changes from design through launch and optimization.
• Build reporting and dashboards to improve operational visibility.
• Partner with Technology and vendors on complex platform issues.

• Design and build workflows and automations across our technology ecosystem.
• Automate manual processes, task assignments, notifications, data movement, and operational handoffs.
• Translate operational needs into specific technical configurations and solutions.
• Identify opportunities to simplify and scale processes through technology.
• Test and optimize new workflows and automations.

• Support integrations between Genesys, Hub Spot, and other business systems.
• Understand and improve data flows between platforms.
• Partner with Technology and vendors on APIs, middleware, integrations, and technical changes.
• Help architect systems that support 150+ agents, multiple programs and queues, and operations across California and New York.
• Establish scalable standards that make it easier to launch new programs and regions.

We're looking for a technical, systems-minded builder who can independently design, configure, test, launch, troubleshoot, and optimize solutions.

Ideal experience includes:

• 4+ years supporting or administering contact center systems, CRM platforms, business systems, or operational technology.
• Hands-on experience with Genesys Cloud, Five9, NICE CXone, Amazon Connect, Salesforce, Hub Spot, Zendesk, or similar platforms.
• Experience with IVRs, queues, routing, skills, transfers, escalations, and contact center workflows.
• Experience building automations, workflows, integrations, APIs, or data flows.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to translate business requirements into technical solutions.
• Experience working across Operations, Technology, and external vendors.
• Understanding of testing, change management, and production deployments.
• Experience supporting large-scale, multi-queue, multi-program, or multi-site environments is strongly preferred.
• Healthcare, Medicaid, member services, or HIPAA experience is a plus.
• Prior management experience is helpful, but hands-on technical capability is more important than traditional people-management experience.

You'll help make Member Operations more scalable, reliable, and technically sophisticated.

You might configure a new IVR and queue, troubleshoot a workflow, redesign a transfer path, automate a manual process, improve a Hub Spot workflow, resolve an integration issue, or test a new system configuration before launch.

The key is simple: you'll build the solution—not just document the problem.

Help improve health outcomes through Food as Medicine.

Own highly visible systems that directly impact member experience and growth.

Partner across Operations, Technology, and Leadership to build scalable solutions.

Help architect the operational technology foundation for a growing healthcare organization.

Build and automate systems supporting 150+ agents across multiple programs and regions, with significant opportunity to scale.

If you're a hands-on systems builder who enjoys solving operational problems through technology, we'd love to hear from you.