About Bento

Bento, a Not Impossible Labs portfolio company, is on a mission to eliminate food insecurity by enabling healthcare, community and government organizations to improve the health and well-being of their most vulnerable populations. Today, there are more than 50 million people in the United States who go hungry every day and experience the stress, uncertainty and negative health consequences caused by food insecurity. Despite the best intentions of food banks and government food assistance programs, these existing solutions have not been sufficient to effectively address food insecurity in our country, which further contributes to an increase in dietary related chronic conditions.

As a venture-backed startup, Bento is taking a new approach towards addressing food insecurity. By providing access to convenient and nutritious meals through restaurant and grocery stores in a stigma-free way, Bento is able to establish the trust required to further engage patients in the next steps in their journey towards improved health outcomes and quality of life. Bento not only reduces food insecurity, but does so in a way that drives direct and indirect outcomes for healthcare, community organizations and municipalities that serve at-risk communities.

Launched in April 2020, Bento has been recognized as a 2021 Fast Company World Changing Idea, Fortune Impact 20 company and Time Magazine Invention of the year.

About The Role

The right candidate for this role is not afraid to challenge the status quo and proactively experiment with new and innovative ways to support the needs of Bento participants. You are the type of person who will go above and beyond, not because you think your job depends on it, but because you know that someone’s ability to eat and access critical healthcare services that day, does. You thrive in a fast paced, startup environment and get excited about translating company objectives and Bento program requirements into participant experiences that improve the quality of their life. You believe in the power of technology being deployed for the sake of humanity and know that behind such technology is a dedicated team willing to do whatever it takes to ensure Bento participant needs are met.

As Participant Support Manager, you will work alongside Bento program and product teams to ensure that the needs of Bento participants come first and that each participant touchpoint positively reflects the Company’s values and value proposition. You will lead the translation of Bento program goals and objectives into actionable processes and participant touchpoints that ensure participant needs are met. Each Bento participant represents a unique opportunity to experiment and test new strategies, tactics and processes that drive positive participant engagement that results in desired program outcomes.

Role Responsibilities: 

Program Operations

  • Own the development, implementation and ongoing management of participant support strategies and tactics that support program objectives/outcomes and participant needs.
    Audit and monitor participant cohorts to ensure they are optimized and on track towards successful program outcomes
    Ensure team is managing inbound participant requests within our response time SLA, ensuring proper prioritization across various types of messages
    Collaborate with Bento Engagement Specialists and Program Managers to identify and unlock opportunities to improve participant engagement and outcomes

Support Bento programs by ensuring: 

  • Sufficient restaurant coverage required to maximize participant choice and convenience
    Appropriate menu items needed to meet Bento’s nutrition standards
    Timely responses to inbound Participant calls and emails
    Accuracy of participant enrollment information
    Proactive outbound communications needed to increase Participant engagement
    Develop and nurture feedback loops with Bento participants to gain valuable feedback and insights that can be translated into program and product improvements
    Collaborate with Bento teams to ensure that the voice of Bento is felt through all external facing support touchpoints, providing a personalized, empathetic and informed experience

Development of Processes & Best Practices  

  • Establish clear and well understood internal and external channels for support related communication
  • Work with Programs team to define participant support success criteria that supports program objectives/outcomes
  • Responsible for managing and reporting Participant Support KPIs along with weekly, monthly, quarterly reporting
  • Synthesize Bento best practices into a Bento customer support playbook that can help support Company growth
  • Become a subject matter expert for new and existing approaches/tools/processes to support Bento participants and stay up to date with industry trends and best practices
  • Work with Bento communications team to synthesize and highlight meaningful and actionable Participant stories

Team Management 

  • Accountable for the performance of the Bento Participant Support team
  • Responsible for ensuring team and individual metrics are met and coaching your team members to meet their goals in the support of Bento program outcomes and individual team member development
  • Responsible for ensuring that participant engagement specialists are properly trained and set up for success in order to support program objectives and participant needs
  • Support the hiring and team formation process as the team grows

Required Experience: 

  • Minimum of 5 years experience in a high touch, customer/member facing role
  • Experience leading and scaling a growing team within a service and/or B2B2C subscription business model (preferably a healthcare service)
  • Deep knowledge of and experience with member/customer success and and engagement best practices
  • Familiarity supporting the needs of at-risk populations
  • Strong leadership, problem-solving and decision making abilities
  • Excellent communication skills, organizational and analytical skills
  • Experience working with cross-functional teams including product, comms and external partners
  • Experience project managing and overseeing the post-sales implementation of social determinants of health programs
  • Experience in account management working towards business and growth objectives
  • Successfully managed complex projects to successful completion, and have an aptitude for using data to drive decisions
  • The ability to demonstrate impeccable capability in the following areas:

Communication: knowing who, what, when, where, how, and why to achieve program objectives
Organization: Keeping track of all the details and knowing how/when to report progress
Troubleshooting: acting creatively in response to challenges both in and out of your control
Contingency Planning: natural ability to stay a step ahead of customer and company needs
Teamwork: Take great pride in successful collaboration and outcomes achieved together
Judgment: Strong sense for decision-making and prioritization

Location: Remote

Compensation: Competitive salary and equity consistent with experience

Benefits: Highly competitive benefits package

Upload your Resume/CV or any other relevant file. Max. file size: 25 MB.

You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.

About Bento

Bento is a patient engagement platform designed to enable healthcare and community organizations to improve health outcomes for their most at-risk populations, starting with those who are experiencing food insecurity.

  • We use a Food First engagement strategy that builds trust, preserves people’s dignity, and reduces preventable healthcare utilization and costs
  • By connecting people to nutritious food, Bento earns the trust necessary to engage people in critical health and well- being services.