Job Summary:

Under the direction of the Director of Call Center Operations, the Sr. Manager, Contact Center Operations will play an instrumental role in standing up and leading a net new Sharecare team supporting strategic member-facing healthcare services. This is a build role, not a maintain role — the successful candidate will be responsible for operationalizing and leading a new team from the ground up, with direct accountability for service level performance, member experience, and operational quality from launch forward.

This is a transformative position that will define how Sharecare delivers a new line of contact center service. The role offers significant opportunity and exposure. The successful candidate will recognize, embrace, and support the philosophy, mission, values, and vision of Sharecare. Demonstration of these values will be evident by leadership practices, integrity, and a demeanor consistent with the culture of professionally representing Sharecare. Strategic thinking, operational discipline, executive client-facing presence, and considerable tact and diplomacy are all extremely important.

Essential Functions:

Operational Leadership

• Stand up, develop, and lead a new contact center operation, including staffing, workflows, policies and procedures, process improvement, and technology configuration and infrastructure.

• Oversee daily operations and performance of the team, including frontline agents, team lead, and workforce management resources.

• Manage, coach, and develop staff to meet established performance standards; handle the disciplinary process when necessary to correct overall performance.

• Monitor key performance indicators (Service Level, Abandonment, AHT, QA) and report on operational outcomes to Sharecare and client leadership.

• Ensure customer issues are resolved promptly and thoroughly, with emphasis on long-term solutions and service recovery.

• Maintain advanced working knowledge of phone systems, contact center platforms, IVRs, WFM tools, and digital engagement tools.

• Drive consistency in service delivery to meet contractual outcomes and ensure positive member experience.

Client Relationship & Strategic Partnership

• Serve as the operational point of contact with client leadership, including weekly performance reviews, SLA discussions, and strategic operational planning.

• Represent Sharecare in client-facing engagements; present operational performance with confidence and defend decisions with data.

• Build strong cross-functional relationships across Sharecare (Operational Excellence, Workforce Management, Engineering, Account Management) to support business goals.

• Identify opportunities to expand scope (additional channels, member journey support, new service lines) in partnership with Sharecare leadership and the client.

Team Build & People Leadership

• Hire, onboard, and develop a net new frontline team in partnership with Sharecare HR, Recruiting, and Operational Excellence.

• Develop and implement engagement strategies to drive retention, performance, and team satisfaction in a remote-first environment.

• Provide coaching, mentoring, and development for direct reports; identify professional development opportunities aligned to career growth.

• Hold regular team meetings and one-on-ones to ensure effective communication, continuous training, and positive engagement.

• Monitor staff attendance and performance daily.

Process & Continuous Improvement

• Develop and maintain Standard Operating Procedures (SOPs) and ensure adherence.

• Analyze operational trends and conduct recurrent training as required based on monitored calls and QA findings.

• Lead operational transitions including technology migrations and platform consolidations in coordination with engineering teams.

• Identify and implement process improvements to enhance service efficiency, quality, and member outcomes.

• Some travel may be required for client meetings, leadership engagements, and team off-sites (~5%)

• Additional responsibilities may vary depending on need.

Specific Skills / Attributes:

• Builder mindset — comfortable standing up new operations from scratch and building the playbook

• Bias toward action with sound judgment

• Polished, articulate executive presence

• Data-fluent — able to defend operational decisions with metrics

• Team player who thrives in cross-functional partnerships

• Flexible and adaptable in a fast-paced, evolving environment

Technical Skills:

• Contact center platform fluency. Hands-on experience operating in platforms such as Salesforce, Five9, NICE inContact, Genesys, Zendesk, or Talkdesk. Understands agent desktop experience, queue routing logic, skills-based routing, IVR design, and CRM integration. Able to identify when configurations are creating poor member experience and partner with engineering to resolve.

• Operational reporting and data fluency. Comfortable pulling and interpreting operational data without dependency on reporting analysts. Knows key contact center metrics (Service Level, Abandonment, AHT, Occupancy, Adherence, FCR, QA) cold. Can build a data-driven narrative for client conversations. Proficiency with Power BI, Tableau, and advanced Excel.

• Quality assurance frameworks and calibration. Understands how to design and operate a QA program including rubric design, sampling methodology, calibration sessions across evaluators, and feedback loops into coaching and training.

• Operational technology adoption. Experience evaluating, piloting, and deploying contact center technologies including agent assist tools, knowledge management platforms, speech analytics, and conversational AI. Effective business sponsor for technology projects in partnership with engineering teams.

• Workforce management tool experience is a plus

Qualifications:

• 7+ years of progressive call center or contact center management experience, with direct accountability for SLA performance including Service Level, Abandonment, AHT, and Quality

• Demonstrated experience building or transforming an operation (standing up a new function, turning around underperformance, leading a major migration or platform transition, scaling a team through significant volume growth)

• Healthcare, benefits administration, or regulated-environment member services experience required. Direct experience with state employee health plans, Medicaid, Medicare Advantage, or similar consumer-benefit programs strongly preferred

• Executive client-facing experience with direct accountability for client relationships; comfortable presenting operational performance to senior leadership

• Georgia-based location strongly preferred

• Excellent verbal and written communication skills

• Strong analytical and problem-solving skills

• Detail oriented and well organized; demonstrates follow-through on assignments

• Ability to deliver and receive feedback, including difficult discussions

• Ability to maintain a high degree of confidentiality

• Bachelor's degree preferred; equivalent demonstrated professional leadership experience considered