Senior Manager, Virtual Care Operations

About the role:

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.

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.

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.

This role requires in-office presence in our New York office four days per week.

People Management

Leadership & Coaching: Manage and develop Team Leads with a consistent 1:1 cadence across day and overnight teams.

Talent Lifecycle: Own hiring, onboarding, performance management, and schedule coverage for a 24/7 operation.

Talent Development: Build an internal bench to promote Leads and Senior Agents from within.

Run Daily Operations

Operating rhythm: Manage clinic queues, monitor team performance, and clear blockers in real time.

SLAs: Own SLA performance and act on leading indicators before they become patient or partner escalations.

Workflow: Maintain SOPs, review workflows, and drive appointment conversion improvements.

Manage escalations

Per the SOP for routing clinical and non-clinical escalations:

Non-clinical: Resolve operational, access, scheduling, and behavioral issues that exceed Lead authority.

Clinical: Identify clinical, safety, and privacy issues and route them immediately to the right clinical or compliance owner, with documentation.

Analyze and report

Interpret pod-level data and give the Director clear insight on performance.

Provide inputs for volume and staffing models and flag forecast-versus-actual variances.

Partner-facing operational execution

The commercial relationship sits with the program and account layer. You are the operational executor behind it.

Launch readiness: Support new clinic launches and rollouts, making sure staffing, training, and SOPs are ready before go-live.

Partner execution: Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.

Commitments: Give clear status updates on open issues and escalate any change to partner commitments to the program layer and Director.

Work cross-functionally

WFM and Operational Excellence: Partner on scheduling, workflow improvement, and surfacing friction early.

Clinical Operations: Serve as primary counterpart for clinical escalations and staffing.

Growth, Account, and Program teams: Act as the operational counterpart supporting partner relationships.

What we are looking for

5+  years in customer-facing operations, contact center, or healthcare operations, including 2+ years directly managing a team.

3+ years leading frontline staff, with preference for distributed, shift-based team experience, including managing through a supervisory layer.

Epic experience is required.

Strong sense of ownership. This role is accountable for outcomes it does not fully control.

Willingness to get into the details of partner operations.

Analytical capability: able to read performance data, find the pattern behind it, and act.

Comfort working across several systems and channels at once (Epic, Salesforce, Slack, Teams, Google Suite).

Strong written communication and documentation discipline.

Sound judgment about what to escalate, what to route, and what to resolve.

Strongly Preferred: health system or multi-site practice operations experience; prior call center or contact center management; experience in a regulated, compliance-heavy operating environment.

Benefits & Perks:  #LI-Hybrid

Monday to Thursday onsite work schedule with Fridays remote

Weekly lunches (Mon, Tues, and Thurs) and stocked kitchen with healthy snacks and beverages

Monthly social committees for company events

18 vacation days, 9 company holidays, 5 sick days, and 2 personal days

Stock options for every full-time employee

Paid parental leave

401k benefit

Commuter Benefits

Competitive health, dental, and vision insurance options

Compensation:

$120,000—$140,000 USD