Engagement Team Manager

RightMove Health

About The Position

RightMove, powered by the Hospital for Special Surgery (HSS), is a fast-growing digital health startup delivering best-in-class musculoskeletal (MSK) care through a value-based, virtual model. Backed by the #1 orthopedic hospital in the world, we combine world-class physical therapists, proven clinical expertise, and modern technology to improve outcomes and reduce unnecessary healthcare costs. This is a true player-coach role where you'll spend roughly 40–50% of your time on the phones with members yourself, as being close to the work is what makes you a great leader for this team. Phone time isn't a tax on the management job; it's what makes you good at it. The rest of your time, you'll be coaching the team, building the systems they need, and helping shape how engagement works at RightMove. You'll partner closely with the Head of Engagement to grow a small team of outreach specialists, turn scrappy early wins into repeatable systems, and help build the playbooks that will scale with us. The right person is genuinely excited about both halves - the leadership and the human connection on every call.

Requirements

High school diploma or equivalent
At least 3 years of leadership experience in an inbound/outbound call center environment
Genuine excitement about being on the phone with members every day - this is the heart of the role, not a side duty
Availability to work a varying schedule on a rotating basis, including occasional evenings or Saturdays

Nice To Haves

Healthcare or digital health experience, especially in member or patient outreach
You've built something before - a team, a process, a playbook - rather than just inherited what was already there
Thrives in ambiguity, moves fast, and would rather ship something imperfect than wait for perfect
Excellent interpersonal, written, and verbal communication skills, with warm and professional phone presence
Strong relationship-building instincts, attention to detail, and a solutions-oriented mindset
Comfortable communicating up, down, and sideways - from frontline teammates to senior leadership
Proficiency with Microsoft products and experience using CRM, scheduling, or documentation tools

Responsibilities

Lead from the front: Jump on the phone with members every day - you stay close to the work and model what great looks like
Grab the hardest calls, the escalations, and the ones nobody else wants - and show the team how it's done
Test-drive new scripts, openers, and outreach approaches yourself before rolling them out
Lead the team: Coach and develop a small team of outreach specialists, with real time spent in 1:1s, huddles, and side-by-sides
Set the bar - for quality, for hustle, for how we treat members - and hold the team to it
Track performance at the agent, team, and plan level, and make sure the team is hitting (and beating) targets
Build the quality engine: scorecards, calibrations, and feedback loops that actually make people better
Be the first person the team comes to when something is broken, confusing, or unfair — and unblock them
Build the engine: Build from a blank page - scripts, playbooks, workflows, and SOPs that don't exist yet
Turn scrappy wins into repeatable systems the next ten teammates can plug into
Iterate in days, not quarters - pilot, learn, adjust, and try again next week
Pull the data, share what's working and what isn't, and bring sharp opinions to the Head of Engagement
Help new client launches go smoothly by making sure the team is ready before day one