Senior Manager, Member Operations

Thyme Care•New York, NY

15d•Hybrid

About The Position

This role ensures partner-specific operational requirements are implemented consistently and scalably within Thyme Care’s Care Team, supporting Account Managers by translating partner needs into executable workflows. This role will also monitor and optimize Member Operations workflows and processes, providing operational and project management support for key initiatives. This is an individual contributor role and does not directly manage other team members. This role is highly cross-functional, requiring you to collaborate with Clinical, Care Delivery, Product, Network Operations, Partnership Operations, Training / Enablement, and Data teams. You will bring a strong operational orientation, analytical rigor, and a proven track record of successful project management in fast-paced healthcare settings. This position follows a hybrid schedule, with two required in-office days per week either in our Nashville or NYC office

Requirements

6-8+ years of relevant experience in healthcare or health-tech operations, implementation, and/or program/project management
At least 2 years of relevant experience within a data analysis-heavy role
Experience communicating directly with external partners or clients in support of account or relationship owners
Proven track record independently managing complex cross-functional projects end-to-end
Strong organizational and project management skills; ability to juggle multiple priorities and operate autonomously in ambiguous environments
Detail-oriented with a strong commitment to quality control
Strong analytical skills with the ability to translate operational data into actionable improvements

Nice To Haves

Experience meeting data needs through self-service within a business intelligence tool (nice to have: Looker experience specifically)

Responsibilities

Own end-to-end operational execution for Thyme Care’s member-facing Care Team for partner-specific requirements across Thyme Care’s partners (including health plans and provider groups)
Independently project-manage partner implementations and partner-specific operational initiatives from planning through execution and optimization within the Care Team, proactively identifying risks, dependencies, and gaps
Improve project management structures, tools, and processes as needed to support scale
Serve as the primary operational owner for Care Team workflows across internal cross-functional stakeholders to ensure care delivery aligns with contractual commitments and partner expectations
Analyze partner-level operational Care Team metrics to assess performance, identify trends, and surface opportunities for improvement.
Drive execution against any partner-specific data-driven improvement efforts using existing dashboards and creating new ones, as needed
Own documentation of partner-specific workflows and requirements to enable consistent execution by the Care Team
Ensure partner documentation is centralized, accurate, and scalable as workflows evolve
Participate in external partner discussions alongside Account Managers to ensure seamless enablement of partner needs within Thyme Care’s operational infrastructure
Translate partner requirements into Thyme Care workflows, clearly communicate and enable workflows for the Care Team
Identify inefficiencies in partner-specific workflows, analyze root causes, and lead implementation of scalable operational improvements
Continuously iterate on processes and structures to improve quality, efficiency, and ability to execute on specific partner requirements as Thyme Care grows
Contribute to overall care delivery operations and scalability by identifying opportunities and resolving issues to standardize, refine, and improve processes (within and outside of partner-specific workflows)
Operate as a hands-on leader and partner to cross-functional teams, fostering a culture of ownership, accountability, effective communication, and continuous improvement. Lead through influence and operational expertise.