Operations Manager, Digital Hub

Infinitus Systems • San Francisco, CA

2d • Hybrid

About The Position

Infinitus is seeking a highly motivated, hands-on Operations Manager to lead the launch and daily activities of our digital patient access hub. This is not a purely strategic role; we need a tactical leader who is ready to roll up their sleeves, get into the weeds, and actively drive the stabilization of a newly launched program. In this vital role, you will direct the end-to-end operations of a technology-enabled, dedicated patient support program, managing a dynamic, hybrid workforce composed of human-in-the-loop specialists and AI agents. You will ensure the seamless delivery of services including benefits verification, prior authorization support, and care coordination—while optimizing how AI handles routine inquiries, triage, and task automation. The ideal candidate brings a strong background in healthcare contact center operations, experience with AI integration, and the frontline leadership skills necessary to troubleshoot early-stage friction, drive rapid stabilization, and foster human-AI collaboration while meeting strict Service Level Agreements (SLAs).

Requirements

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field (equivalent operational experience may be considered).
• 5+ years of progressive leadership experience in a healthcare contact center, Patient Access Hub, or specialty pharmacy environment.
• Minimum of 5 years of direct people management experience.
• Proven experience leading new program launches or go-lives, with a documented track record of driving rapid operational stabilization.
• Experience managing, integrating, or optimizing AI agents, chatbots, or intelligent automation within a contact center or operational workflow.
• A true "roll-up-your-sleeves" mindset with the willingness to step in and execute frontline tasks alongside the team to diagnose and resolve systemic issues.
• Deep understanding of the pharmaceutical reimbursement landscape, including commercial/government payers, prior authorizations, and patient assistance programs.
• Strong understanding of Generative AI, conversational AI platforms, and how to apply automation to solve operational bottlenecks safely.
• Strong proficiency in interpreting complex operational data across multiple systems to drive continuous improvement.
• Hands-on experience with CRM platforms (e.g., Salesforce), telephony systems (e.g., Genesys, Five9), and conversational AI management tools.
• Ability to thrive in a fast-paced, highly regulated environment while managing shifting priorities, handling launch ambiguity, and adopting new technologies.

Responsibilities

• Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations.
• Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges.
• Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers.
• Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods.
• Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary.
• Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools.
• Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy.
• Ensure the program consistently meets or exceeds SLAs across all channels. Track traditional metrics (Average Handle Time, Abandonment Rate) and AI-specific metrics (Containment Rate, Deflection Rate, AI-to-Human Escalation Accuracy).
• Leverage analytics dashboards to identify trends, digging deep into the root causes of early operational hiccups and translating data into immediate, tactical operational fixes.
• Partner effectively with Product Operations, QA, Learning & Development, Product, and AI/Automation engineers to ensure program alignment, swift issue resolution, and the rapid deployment of necessary system patches during the stabilization phase.
• Ensure all program activities—whether executed by a human or an AI agent—strictly comply with HIPAA, OIG guidelines, and client-specific business rules.
• Guarantee that AI agents are properly trained to identify and flag potential Pharmacovigilance (Adverse Event and Product Quality Complaint) triggers for immediate human review and reporting.
• Collaborate with the QA/QC team to review audit trends across human and AI interactions, implementing corrective actions (CAPAs) to quickly refine both human training and AI algorithms.

Benefits

• Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (Bay Area Positions only)
• Competitive salary, equity, and 401(k)
• Wellness stipend & great benefits (medical, dental, vision)
• Generous PTO & parental leave
• Bi-annual offsites & a collaborative, mission-driven culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level