Operations Manager
About The Position
The Manager, Operations is accountable for translating Carenet’s service commitments into consistent, high-quality execution across frontline teams, including Care Coordinators, Leads, Patient Care Advisors, and Engagement Specialists. This role ensures operational performance, service quality, and workforce effectiveness while building an engaged, capable team that delivers a seamless member experience. As a frontline people leader, the Manager, Operations drives performance discipline, coaching excellence, and continuous improvement, proactively addressing risks and operational challenges before they impact members, clients, or partners. This role partners closely with cross-functional stakeholders to optimize staffing, improve processes, and sustain 24/7 service reliability.
Requirements
- Bachelor’s degree in Business Administration, Management, Economics, or a related field
- At least 5 years of experience in a BPO or call center customer service setting, with at least 3 years in operations leadership, preferably within healthcare, health insurance, or managed care
- Proven track record of leading, coaching, and managing team performance in a fast-paced, metrics-driven environment
- Strong problem-solving and conflict resolution skills, with the ability to make sound decisions under pressure
- Excellent communication and interpersonal skills, capable of influencing and engaging diverse stakeholders
- Ability to manage multiple priorities effectively while maintaining high operational standards
- Flexible and willing to support a 24/7 operation, including handling escalations as needed
Responsibilities
- Lead daily performance of frontline teams, ensuring quality, productivity, and service standards
- Conduct audits, call monitoring, and performance reviews with coaching and action plans
- Analyze operational metrics to identify risks, root causes, and improvement opportunities
- Drive employee development through coaching, mentoring, and continuous feedback
- Ensure completion of training and adherence to processes and tools
- Foster an inclusive work environment through adaptive leadership and communication
- Collaborate cross-functionally to resolve operational issues proactively
- Manage escalations and support a 24/7 operational environment
- Oversee hiring, onboarding, and ramp-up of new team members
- Provide workforce planning insights and staffing recommendations
- Contribute to process improvements for efficiency, quality, and scalability
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
