Manager, Care Operations
New
E
evermoreHealthcare, Retail, Financial Technology
Work anywhere in the USAFull-TimeManager
Salary96425 - 128550 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience in contact center or care operations, with at least 2 years in a management or supervisory role
- Required Skills
- Artificial IntelligenceConfluence
Requirements
- 5+ years of experience in contact center or care operations
- 2+ years in a management or supervisory role overseeing BPO vendors, frontline teams, or both
- Experience in a healthcare, Medicare Advantage, Medicaid, or benefits administration environment is a strong plus
- Demonstrated experience designing and delivering training programs or onboarding curriculum in a contact center or BPO environment
- Genuine operational instincts with a talent for developing people
- Hands-on experience building or maintaining a knowledge base, LMS, or e-learning content library
- Familiarity with authoring tools such as EasyGenerator, Articulate, or similar platforms is a meaningful plus
- Proficiency with Salesforce (Service Cloud preferred)
- Proficiency with contact center platforms (e.g. Vonage)
- Proficiency with workforce or case management tools
- Comfort working across multiple systems and willingness to go deep in the tools the business runs on
- An analytics orientation: comfortable pulling and interpreting operational data and using insights to drive decisions
- Experience with quality assurance processes: designing/managing QA programs, reviewing scorecards, running calibration sessions
- Working knowledge of CMS-regulated programs such as Medicare Advantage or Medicaid, including compliance demands
- A hands-on operator who is results-oriented, thrives in ambiguity, and can manage multiple workstreams simultaneously
- A systems thinker who connects dots across operations, quality, training, and technology
- Highly adaptable, with a genuine appetite for new tools, AI applications, and automation
- Strong written and verbal communication skills
Responsibilities
- Manage BPO vendor performance and day-to-day Care operations, including monitoring queue performance, SLA adherence, occupancy, and staffing levels.
- Manage vendor relationships through regular performance reviews, scorecard reporting, and structured feedback loops.
- Coordinate with Workforce Management on scheduling, intraday adjustments, and capacity planning.
- Administer and maintain Care systems - including Salesforce, telephony platforms, and contact center tooling.
- Lead or contribute to operational projects, including platform migrations, new client launches, outbound campaigns, and process improvement initiatives.
- Own learning, development, and knowledge management for the Care organization, building and maintaining new hire onboarding curriculum.
- Develop and maintain training materials: job aids, call flow scripts, huddle guides, SOPs, and e-learning modules.
- Own and continuously improve the Care knowledge base, ensuring content stays accurate, accessible, and current.
- Drive quality, performance, and data-informed continuous improvement by analyzing performance data.
- Build and maintain operational reporting, including BPO scorecards, Care dashboards, and ad hoc analysis.
- Collaborate with QA and BPO teams to design calibration sessions, coaching frameworks, and reinforcement learning programs.
- Enable a technology-forward, scalable Care operations by owning system administration and operational configuration.
- Leverage learning platforms and knowledge management systems (e.g., EasyGenerator or similar) to build scalable content infrastructure.
- Identify opportunities to leverage AI, automation, and emerging tools to reduce friction in Care workflows.
- Serve as a capable, credible operational presence for internal stakeholders and health plan clients.
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