Support Operations, (Sr.) Manager

Ilant Health•,

2d•Onsite

About The Position

We're looking for a strong people leader and operations executor to directly manage and develop our Member Support Specialist and Peer Navigator teams. Reporting to the Director of Clinical Operations, this role is the day-to-day operational owner for these frontline teams—handling performance management, quality assurance, SOP enforcement, escalations, and team development. This role ensures that the company strategy is executed consistently at the frontline level. You are the connective tissue between leadership intent and daily team behavior. This role directly manages approximately half of the combined Member Support & Peer Navigator team, with the Director continuing to manage the other half during this growth phase.

Requirements

4–7+ years in healthcare operations, care coordination, telehealth, or a high-volume member/customer support environment
2+ years directly managing frontline teams (customer support, care navigation, call center, or similar)
Experience with QA auditing, coaching, and performance management—you know how to give feedback that actually changes behavior
Strong SOP orientation: you follow and enforce process precisely, and you write clearly when it's time to update documentation
Comfortable in ticketing and CRM systems (Zendesk or similar); EHR exposure a plus (Healthie)
Organized, accountable, and able to hold the line on standards while staying approachable and supportive as a manager

Nice To Haves

Healthcare experience strongly preferred
Experience managing peer support, care navigation, or similar mission-driven frontline roles is a strong differentiator
Startup experience or experience in a fast-scaling environment is a plus

Responsibilities

Directly manage a team of Member Support Specialists and Peer Navigators—holding 1:1s, coaching conversations, and performance reviews
Set clear expectations, hold the team accountable to KPIs (first response time, resolution rate, CSAT, SOP adherence, escalation rate), and drive consistent performance
Identify and address individual performance gaps proactively; escalate patterns to the Director
Foster an engaged, high-accountability team culture with strong retention
Audit calls, messages, and tickets on a regular cadence; provide specific, actionable feedback to team members
Serve as the senior escalation point for complex member issues during business hours—triaging, resolving, and ensuring clean documentation
Identify patterns in escalations and surface systemic issues to the Director
Maintain QA scoring frameworks and calibrate with the Director to ensure consistent standards
Own day-to-day enforcement of SOPs across both teams—catching deviations, providing correction, and reinforcing expectations
Own updates and maintenance of SOPs as workflows evolve; flag needed changes and draft revisions in partnership with the Director
Lead onboarding and training for new hires on both teams; build ramp plans and ensure new team members reach proficiency benchmarks
Serve as the first point of contact when team members have questions about how to handle a situation
Own shift scheduling and coverage planning for the Member Support team to ensure SLA commitments are met
Flag capacity risks to the Director proactively; participate in headcount planning discussions
Monitor daily team throughput and intervene when volume or backlogs threaten SLAs
Coordinate with clinical team, pharmacy partners, and labs on behalf of the frontline teams
Represent the frontline perspective in operational planning discussions with Leadership
Identify recurring pain points and bring structured problem statements (with data) to the Director for workflow or system improvements