About the role:The Senior Operations Manager owns the daily performance of the Care Concierge function for a dedicated pod of health system clinics, and manages the people who deliver it.
You are accountable for how Care Concierge agents are staffed, trained, coached, and held to a consistent standard across a 24/7 operation, so that clinics meet their SLAs without escalation. Success is measured on three outcomes: meeting SLAs by clinic at the lowest achievable cost per visit, converting scheduled appointments into completed visits, and preventing patient and partner escalations.
A full pod supports 35+ Care Concierge staff working both in-person and remotely, so you will lead through Team Leads rather than a long list of direct reports. Leads own shift supervision and first-line issue resolution. You own pod performance, including the Leads themselves, and developing them into capable supervisors is a core expectation of the role.
This role requires in-office presence in our New York office four days per week.People Management- Leadership & Coaching: Manage and develop Team Leads with a consistent 1:1 cadence across day and overnight teams.
- Talent Lifecycle: Own hiring, onboarding, performance management, and schedule coverage for a 24/7 operation.
- Talent Development: Build an internal bench to promote Leads and Senior Agents from within.
Run Daily Operations- Operating rhythm: Manage clinic queues, monitor team performance, and clear blockers in real time.
- SLAs: Own SLA performance and act on leading indicators before they become patient or partner escalations.
- Workflow: Maintain SOPs, review workflows, and drive appointment conversion improvements.
Manage escalationsPer the SOP for routing clinical and non-clinical escalations:
- Non-clinical: Resolve operational, access, scheduling, and behavioral issues that exceed Lead authority.
- Clinical: Identify clinical, safety, and privacy issues and route them immediately to the right clinical or compliance owner, with documentation.
Analyze and report- Interpret pod-level data and give the Director clear insight on performance.
- Provide inputs for volume and staffing models and flag forecast-versus-actual variances.
Partner-facing operational executionThe commercial relationship sits with the program and account layer. You are the operational executor behind it.
- Launch readiness: Support new clinic launches and rollouts, making sure staffing, training, and SOPs are ready before go-live.
- Partner execution: Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.
- Commitments: Give clear status updates on open issues and escalate any change to partner commitments to the program layer and Director.
Work cross-functionally- WFM and Operational Excellence: Partner on scheduling, workflow improvement, and surfacing friction early.
- Clinical Operations: Serve as primary counterpart for clinical escalations and staffing.
- Growth, Account, and Program teams: Act as the operational counterpart supporting partner relationships.
What we are looking for- 5+ years in customer-facing operations, contact center, or healthcare operations, including 2+ years directly managing a team.
- 3+ years leading frontline staff, with preference for distributed, shift-based team experience, including managing through a supervisory layer.
- Epic experience is required.
- Strong sense of ownership. This role is accountable for outcomes it does not fully control.
- Willingness to get into the details of partner operations.
- Analytical capability: able to read performance data, find the pattern behind it, and act.
- Comfort working across several systems and channels at once (Epic, Salesforce, Slack, Teams, Google Suite).
- Strong written communication and documentation discipline.
- Sound judgment about what to escalate, what to route, and what to resolve.
- Strongly Preferred: health system or multi-site practice operations experience; prior call center or contact center management; experience in a regulated, compliance-heavy operating environment.
Benefits & Perks: #LI-Hybrid
- Monday to Thursday onsite work schedule with Fridays remote
- Weekly lunches (Mon, Tues, and Thurs) and stocked kitchen with healthy snacks and beverages
- Monthly social committees for company events
- 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
- Stock options for every full-time employee
- Paid parental leave
- 401k benefit
- Commuter Benefits
- Competitive health, dental, and vision insurance options
Compensation:
$120,000-$140,000 USD
