Remote Member Operations Supervisor

Summary

Join Omada Health as a Member Operations Supervisor to oversee operational excellence, achieve key Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and deliver outstanding customer service. As a leader, you will manage KPIs, ensure team members contribute positively, and set clear goals. You will also be responsible for performance management, development, and coaching individual contributors.

Requirements

• Be available to work an assigned shift within business hours from 8am-5pm PST
• Candidates must have a KCS (Knowledge-Centered Service) v6 Practices or v6 Internal Trainer certification
• CRM experience
• Exceptional verbal and written communication skills
• Proficiency with the Google Suite applications, Slack, and Zendesk (bonus points)
• Must be technically-minded and able to learn how to operate Omada Health’s internal systems
• Ability to remain calm and courteous under pressure and provide leadership in tense situations, especially during busy hours
• Are genuinely interested in people, energized by teamwork, and are excited to lead a geographically distributed and diverse team
• 5+ years of relevant experience with a Bachelor’s degree or additional equivalent/relevant years of experience in lieu of a Bachelor’s

Responsibilities

• Manage and monitor the performance of individual contributors
• Conduct quality assurance on phone calls, applications and email tickets to ensure agents follow processes and procedures outlined in internal knowledge articles
• Oversee SME coordination to ensure timely completion of tasks related to knowledge management, MSK, applications, compliance & privacy, devices, bugs, EncircleRx
• Review and manage timecard entries to ensure accuracy and completeness in timesheets which includes verifying that hours worked are correctly recorded, address discrepancies, and ensure that timesheets are filled out in compliance with company policies and deadlines
• Facilitate learning/coaching opportunities for your team as needed and take corrective action if necessary

Benefits

• Competitive salary with generous annual cash bonus
• Stock options
• Remote first work from home culture
• Flexible vacation to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Wellbeing Lifestyle Spending Account
• Two giftable Omada enrollments per calendar year