Communications & CRM Manager (Arlington, VA)

Ennoble Care • Arlington, VA

8d • Onsite

About The Position

Ennoble Care is seeking a Communications & CRM Manager to own the performance and optimization of our communications platforms (Dialpad) and CRM systems (Zoho), along with supporting tools like CallRail, Emitrr, Scribe, and Keragon. This role is accountable for key performance metrics—including call answer rate, abandon rate, and patient satisfaction scores—and is responsible for ensuring our systems support high-performing intake and call center operations across 15+ offices and 11 states.
This is not just a systems administration role. You will be measured on outcomes, not just uptime. You'll proactively identify issues affecting performance, recommend and implement fixes, and work cross-functionally with intake supervisors, call center leads, and regional operations teams to drive results. When metrics trend in the wrong direction, you'll diagnose the root cause—whether it's a routing issue, a training gap, or a staffing constraint—and either fix it or escalate it.
You'll report directly to the CISO and have regular visibility with the COO and executive leadership. This position is on-site at our Arlington, VA office.

Requirements

• 3+ years of experience managing contact center or communications platforms
• 2+ years of hands-on Dialpad administration experience, including call routing, queues, and WFM
• Experience being accountable for operational KPIs (answer rate, abandon rate, NPS, etc.)
• Experience administering CRM platforms (Zoho, Salesforce, or similar)
• Hands-on experience with no-code/low-code platforms and integrations
• Strong analytical skills—able to interpret data and identify root causes
• Excellent communication skills with ability to present metrics to leadership
• Ability to work on-site in Arlington, VA

Nice To Haves

• Experience in healthcare intake, call center, or patient access operations
• Familiarity with HIPAA and data security best practices
• Experience with CallRail, Emitrr, or similar marketing/communications tools
• Background in contact center operations (not just IT administration)
• Experience with leveraging AI-based technologies to improve workflows

Responsibilities

• Manage user setup, extensions, and permissions
• Configure and optimize call routing, queues, and IVR structures to maximize answer rates
• Administer Dialpad WFM (Workforce Management) settings
• Troubleshoot call quality issues, agent status problems, and routing errors
• Monitor real-time and historical performance dashboards
• Coordinate with Dialpad support for escalations and feature rollouts
• Manage user accounts, permissions, and module access
• Build and maintain workflows, automations, and business rules
• Optimize CRM processes to support intake conversion and follow-up
• Test and troubleshoot workflow issues
• Maintain integrations between Dialpad, Zoho, CallRail, and other systems
• Administer CallRail (tracking numbers, routing, attribution)
• Administer Emitrr (SMS, user setup, templates)
• Support other no-code/low-code tools (Scribe, Keragon) as needed
• Troubleshoot integration failures and coordinate fixes
• Track and report on KPIs weekly to leadership
• Identify trends and proactively address issues before they impact metrics
• Conduct root cause analysis when performance dips
• Support Operations Analyst with data extraction for deeper analysis
• Respond to and resolve helpdesk tickets related to supported platforms
• Serve as Tier 2/3 escalation point for complex Dialpad and Zoho issues
• Partner with vendors to resolve technical challenges
• Create and maintain system documentation and SOPs
• Develop training resources to improve adoption and reduce errors
• Conduct end-user training for new hires and existing staff

Benefits

• Medical, Dental, Vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity.
• Paid Time Off
• Paid Office Holidays
• Paid Sick Time
• 401(k) with up to 3% company match
• Referral Program
• Payactiv: pay-on-demand. Cash out earned money when and where you need it!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed