Delegated Ops Manager

Devoted Health • Waltham, MA

2d • Hybrid

About The Position

Devoted’s Delegated Operations team’s mission is to ensure optimal delivery of key benefits and operational services to our members through rigorous performance management of our delegated and offshore partners. We drive continuous improvement to enable Devoted to scale rapidly, optimizing for performance, compliance, and cost. The Delegated Operations Manager position is a hybrid role that 1) supports end-to-end delivery of best in class supplemental benefits for Devoted members and 2) manages cross-partner workflows & initiatives. This role is responsible for liaising with internal and external stakeholders to ensure a compliant, highly satisfactory, and cost effective experience for card-based benefits and other supplemental benefits. The ideal candidate is a self-starter who can effectively establish and monitor operational KPIs, build relationships with internal and external stakeholders to troubleshoot operational issues and improve operational workflows and vendor performance, and consistently strive for improved outcomes. Learn more about our supplemental benefit offerings here: Food & Home Card: www.devoted.com/food-and-home/ Over-the-counter (OTC): www.devoted.com/otc/ Fitness (SilverSneakers): www.devoted.com/silver-sneakers/

Requirements

• Ability to work in a startup, fast-paced environment
• Analytic, problem-oriented mindset with comfort and ability to effectively deal with ambiguity
• Proven ability to influence others, paired with exceptional written and oral communication skills.
• Strong cross-functional project management and stakeholder management skills
• Results-oriented with a willingness to take initiative and get the job done, particularly in favor of improving the experience of Devoted’s members
• Ability to cultivate and maintain positive working relationships across Devoted teams and external partners
• Experience identifying operational bottlenecks and implementing workflow improvements

Nice To Haves

• 4-6+ years of operations experience (ideally from a health plan or vendor)
• Familiarity with card-based and supplemental benefits
• Familiarity with deploying AI-enabled workflows or tech automation to solve business challenges

Responsibilities

• Oversee, manage, and continue to iterate on end-to-end delivery of Devoted’s card-based and supplemental benefit offerings to drive a compliant and financially optimal member experience
• Set and monitor KPIs for card-based and supplemental benefit administration and delivery
• Partner cross-functionally with Devoted Member Experience, Guide, Integration Ops, and tech teams to drive improvement
• Partner with tech teams on benefit qualification logic and file development
• Aid in development and review of member collateral re: card-based and supplemental offerings
• Develop training documents and job aids for staff and providers to assure timely, compliant, member- friendly delivery of card-based and supplemental benefits
• Identify and implement AI-driven automation opportunities to streamline manual workflows and enhance team scalability
• Drive end-to-end 1/1 readiness efforts by managing implementation timelines, identifying cross-partner dependencies, and mitigating operational risks to ensure a seamless, error-free launch of new plan year benefits
• Own financial oversight of benefit partners by performing rigorous reconciliation of invoices against internal data, resolving discrepancies, and maintaining a high standard of fiscal accuracy

Benefits

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program
• And more....

What This Job Offers

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