In-office position for Fort Myers, FL office.

About the Role:

The Operations Manager will be responsible for leading client and team engagement for operations, serving as RRC's resource for client-facing communications. The Operations Manager reports to the Operations Executive Director and works closely with Quality, Client Success, and Finance to prepare patient case data and rounding reports and execute action items resulting from client communications. In addition, this role supports the Ops Division's ability to execute continuous improvements in operations and service delivery efficiency that result in client satisfaction and outstanding patient care. The Operations Manager will work alongside staff and client teams to solve business and care management problems, improve performance, and execute high priority customer initiatives. The ideal candidate thrives in a fast-paced environment, demonstrates strong leadership presence, and is confident interacting with internal leaders, clients, and frontline teams.

Essential Duties and Responsibilities:

• Oversight of operations-focused data gathering, analysis, report generation, meeting preparation, and assisting the Executive Director with client presentations and meetings.
• Serve as a primary operational liaison to internal departments to support issue resolution, service optimization, and cross-functional alignment.
• Participate in the identification and development of practices, workflows, processes, and solutions to ensure quality services, customer satisfaction, and positive patient outcomes.
• With multi-stakeholder input, make recommendations to maximize operational efficiency, effectiveness, and client satisfaction
• Identify opportunities for process improvement and recommend solutions to enhance operational efficiency, service delivery, and client satisfaction.
• Establish, monitor, and manage operational KPIs to evaluate productivity, capacity utilization, and service performance.
• Provide leadership coverage in the absence of the Rapid Response Center Director as needed.
• Work collaboratively with TeleSpecialists operating teams to support performance enhancement and goal achievement for all contracted services
• Act as a resource and provide leadership for the Operations staff to provide excellent client service
• Support onboarding, training, and operational readiness activities, including simulations or mock drills when applicable.

Qualifications:

• Five to seven years of call center operations and management experience required
• Bachelor's degree in Business or a related field preferred; Associate's degree or an equivalent combination of education and relevant experience considered
• Microsoft Office Suite
• Data analysis and business intelligence tools such as Domo is a plus

Knowledge, Skills, and Abilities:

• Ability to collaborate effectively with employees, peers, leadership, and external partners to achieve business objectives.
• Strong problem-solving and critical-thinking skills, with the ability to make timely, effective decisions.
• High emotional intelligence with the ability to build rapport and work effectively with individuals at all organizational levels.
• Highly analytical and detail-oriented, with the ability to synthesize information and communicate key insights clearly.
• Excellent written, verbal, and interpersonal communication skills.
• Self-motivated, proactive, and able to manage competing priorities in a high-pressure environment.
• Ability to work independently while contributing to a team-oriented, collaborative culture.
• Demonstrated ability to lead, manage, and motivate teams.
• Commitment to fostering a professional work environment that values teamwork and accountability.
• Occasional prolonged periods of sitting at a desk and working on a computer
• Walking prolonged times to round with team members
• Must be able to lift 15 pounds at a time

Travel Requirements (if applicable):

Other Duties:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties, responsibilities, and activities may change or be assigned at any time based on business needs.

Physical Requirements:

• Must be able to remain in a stationary position (sitting or standing) for prolonged periods, often up to 75% of the workday.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, or shared workspaces.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Must be able to exchange accurate information with clients and co-workers in person, over the phone, and via digital platforms.
• Occasionally moves or transports office supplies, files, or equipment weighing up to 25 pounds.
• Occasionally positions self to maintain files in cabinets or access equipment stored in low or high areas.
• Requires close visual acuity to perform activities such as preparing and analyzing data, transcribing, and viewing a computer monitor for extended periods.