<p><strong>About the role:</strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <p><strong>This role requires in-office presence in our New York office four days per week.</strong></p> <p> </p> <p><strong>People Management</strong></p> <ul> <li><strong>Leadership & Coaching:</strong> Manage and develop Team Leads with a consistent 1:1 cadence across day and overnight teams.</li> <li><strong>Talent Lifecycle: </strong>Own hiring, onboarding, performance management, and schedule coverage for a 24/7 operation.</li> <li><strong>Talent Development:</strong> Build an internal bench to promote Leads and Senior Agents from within.</li> </ul> <p><strong>Run Daily Operations</strong></p> <ul> <li><strong>Operating rhythm: </strong>Manage clinic queues, monitor team performance, and clear blockers in real time.</li> <li><strong>SLAs:</strong> Own SLA performance and act on leading indicators before they become patient or partner escalations.</li> <li><strong>Workflow: </strong>Maintain SOPs, review workflows, and drive appointment conversion improvements.</li> </ul> <p><strong>Manage escalations</strong></p> <p>Per the SOP for routing clinical and non-clinical escalations:</p> <ul> <li><strong>Non-clinical: </strong>Resolve operational, access, scheduling, and behavioral issues that exceed Lead authority.</li> <li><strong>Clinical:</strong> Identify clinical, safety, and privacy issues and route them immediately to the right clinical or compliance owner, with documentation.</li> </ul> <p><strong>Analyze and report</strong></p> <ul> <li>Interpret pod-level data and give the Director clear insight on performance.</li> <li>Provide inputs for volume and staffing models and flag forecast-versus-actual variances.</li> </ul> <p><strong>Partner-facing operational execution</strong></p> <p>The commercial relationship sits with the program and account layer. You are the operational executor behind it.</p> <ul> <li><strong>Launch readiness: </strong>Support new clinic launches and rollouts, making sure staffing, training, and SOPs are ready before go-live.</li> <li><strong>Partner execution: </strong>Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.</li> <li><strong>Commitments:</strong> Give clear status updates on open issues and escalate any change to partner commitments to the program layer and Director.</li> </ul> <p> </p> <p><strong>Work cross-functionally</strong></p> <ul> <li><strong>WFM and Operational Excellence:</strong> Partner on scheduling, workflow improvement, and surfacing friction early.</li> <li><strong>Clinical Operations: </strong>Serve as primary counterpart for clinical escalations and staffing.</li> <li><strong>Growth, Account, and Program teams:</strong> Act as the operational counterpart supporting partner relationships.</li> </ul> <h2><strong>What we are looking for</strong></h2> <ul> <li>5+ years in customer-facing operations, contact center, or healthcare operations, including 2+ years directly managing a team.</li> <li>3+ years leading frontline staff, with preference for distributed, shift-based team experience, including managing through a supervisory layer.</li> <li>Epic experience is required.</li> <li>Strong sense of ownership. This role is accountable for outcomes it does not fully control.</li> <li>Willingness to get into the details of partner operations.</li> <li>Analytical capability: able to read performance data, find the pattern behind it, and act.</li> <li>Comfort working across several systems and channels at once (Epic, Salesforce, Slack, Teams, Google Suite).</li> <li>Strong written communication and documentation discipline.</li> <li>Sound judgment about what to escalate, what to route, and what to resolve.</li> <li><strong>Strongly Preferred:</strong><em> </em>health system or multi-site practice operations experience; prior call center or contact center management; experience in a regulated, compliance-heavy operating environment.</li> </ul> <p><strong>Benefits & Perks: <span style="color: rgb(255, 255, 255);"> </span></strong><span style="color: rgb(255, 255, 255);">#LI-Hy