About the job
About the Role
We are looking for a seasoned Operations Manager who can take charge, innovate, and optimize our customer support operations. This pivotal leadership position is tasked with crafting scalable support solutions, refining clinical and operational workflows, and ensuring exceptional experiences for our members.
The right candidate will be an analytical and results-driven professional with over a decade of experience in operations, stakeholder management, and customer support. They will excel in dynamic environments, possess a strong data orientation, and be adept at developing processes, policies, and performance metrics from scratch.
This role will play a key part in identifying operational trends, enhancing operational efficiency, managing billing and scheduling workflows, and implementing AI-driven solutions across support functions.
What You'll Do
Strategic & Operational Leadership
Design and enhance customer support offerings to align with organizational objectives.
Create scalable frameworks to accommodate member growth effectively.
Lead continuous improvement initiatives to enhance service delivery.
Identify operational inefficiencies and implement impactful process enhancements.
Customer Support & Member Experience
Oversee daily member support operations to ensure high standards.
Establish and monitor KPIs such as SLA, CSAT, resolution time, and quality metrics.
Analyze trends in member interactions to inform improvements.
Guarantee member engagements are of high quality, empathetic, and compliant.
Clinical Operations & Process Management
Collaborate with clinical teams to enhance workflows and scheduling processes.
Develop and uphold policies and SOPs for operational and support processes.
Ensure cohesive alignment among scheduling, billing, and vendor interactions.
Data Analytics & AI Enablement
Utilize data analytics to uncover trends, optimize performance, and anticipate demand.
Create dashboards and executive-level reports for strategic decision-making.
Transform insights into actionable operational strategies and plans.

