Senior Operations Manager

Summary

Join Homeward, a public benefit corporation and Certified B Corp™, rearchitecting healthcare delivery in rural America, to drive operational results in our member engagement contact center. We are tackling the crisis of access to care affecting 60 million Americans in rural communities. This role involves leading and improving contact center operations, focusing on performance, quality, and efficiency. You will manage a team, implement workforce management strategies, and drive data-driven improvements. Homeward offers a competitive salary, equity grant, bonus opportunities, and a comprehensive benefits package.

Requirements

• 7-10 years of experience in contact center operations, with at least 3-5 years in a management role, ideally in healthcare or a health tech startup
• Bachelor’s degree preferred, will consider relevant years of experience
• Experience in service and sales operations– preferably in a healthcare organization, with a focus on delivery, performance, a positive culture, and translation of the mission into concrete deliverables
• A strong metrics-driven approach, with a clear process for assessing performance, pilot testing solutions, tracking improvement, and scaling high-impact solutions
• Experience with CRM/contact center systems, QA tools, and workforce management software
• Ability to navigate complex operational problems, appropriately simplify and communicate the understanding of the problem across functions and levels of the organization, propose and gain buy-in for solutions, and implement solutions
• Experience managing or collaborating closely with QA teams
• Exceptional communication skills to support work with different groups of stakeholders and communicate process and progress to the organization
• Superior track record of compliance leadership for operating in Medicare, Medicaid, or Affordable Care Act health plans
• Experience using AI solutions, or evidence of an emerging skill set needed to acquire and implement automation to improve efficiency and productivity

Responsibilities

• Drive and deliver operation results in our member engagement contact center results: make tactical and operational plans, collaborate cross-functionally to execute, and continuously improve processes and outcomes, as measured through key metrics, significant learnings, and similar
• Support in day-to-day operations of the contact center with a strong focus on performance, quality, and efficiency
• Drive data and analytics initiatives to track, report, and optimize metrics based on set OKRs
• Develop insights,and execute performance improvement strategies
• Create and manage production plans to measure and monitor engagement specialist (agent) performance goals
• Oversee the Quality Assurance (QA) team, ensuring high standards for member interactions and compliance
• Implement workforce management strategies including staffing plans, forecasting, and process improvements
• Lead through member/patient engagement best practices
• Demonstrate strong leadership with cross-functional teams, internal stakeholders and frontline staff

Preferred Qualifications

• Having performed this role for a healthcare organization
• Call Center software implementation or expansion experience, specifically Genesys
• Familiarity with digital health tools and engagement platforms
• Change management, project and/or process improvement certifications
• A background that combines knowledge of Medicare plans, patient engagement strategies, and the ability to foster positive relationships with both team members and members we serve

Benefits

• Medical, dental, and vision insurance with 100% of monthly premium covered for employees
• Competitive salary and possible equity grant
• Supplemental performance bonus opportunities
• Relocation and travel reimbursement
• Loan repayment support
• Company-sponsored 401k plan + match
• Generous paid time off
• Comprehensive training provided