Operations Manager Jobs

About The Position

Requirements

• Bachelor’s degree or five additional years of relevant work experience.
• At least three years of related leadership, project, or KPI management experience; seven years is required without a bachelor’s degree.
• Experience leading and facilitating project teams and coordinating with external departments and cross-departmental workflows.
• Detailed knowledge and operational experience with complex telephony switch systems, including hard-wired and VoIP systems and ACD functionality, design, and deployment.
• Experience managing teams of 25 or more employees, with supervisory experience in Patient Access, such as call center, registration, or pre-certification/authorization.
• Experience with workforce management tools, data analytics, and contact center metrics such as AHT, shrinkage, SLA, ASA, and occupancy.

Nice To Haves

• Previous experience in quality improvement, client management, or project management within a healthcare setting.

Responsibilities

• Develop and execute strategic initiatives to grow and expand a centralized, enterprise-wide contact center model.
• Drive digital transformation through omnichannel engagement strategies, including voice, chat, text, self-service, AI-powered virtual assistants, and automation technologies.
• Provide executive oversight of workforce management, including forecasting, scheduling, capacity planning, staffing optimization, and real-time operational performance.
• Manage large-scale operational and technology projects, including vendor implementations, workflow redesigns, system upgrades, technical go-lives, and enterprise service expansion initiatives.
• Cultivate a high-performance department focused on accountability, continuous improvement, innovation, employee engagement, and exceptional patient experiences.
• Develop and implement policies, procedures, and governance structures to standardize operations across centralized functions.
• Oversee client, vendor, and stakeholder relationships and align operational priorities across departments.
• Troubleshoot and support telephony, NICE Cxone, workforce management, and contact center technology issues.
• Oversee KPIs, review reporting sources, analyze trends, refine workflows, implement process improvements, and present action plans and updates in meetings.
• Provide timely performance updates to the Pre-Services Director.
• Lead and inspire the team in developing, standardizing, and documenting best practices.
• Evaluate opportunities to expand contact center services and operational support across departments, service lines, and business units.
• Direct adoption and integration of contact center platforms, workforce management systems, and AI/automation tools.
• Monitor channel performance and patient engagement trends to identify opportunities to improve access, efficiency, and patient satisfaction.
• Lead end-to-end workforce planning and real-time management for contact center volumes, including forecasting, scheduling, queue management, and intraday performance monitoring to meet service-level targets.
• Collaborate with the Training Team to develop continuous quality improvement training strategies, workflows, and audit measures.
• Participate in operational meetings and provide detailed analysis or planning related to the subject matter.
• Manage business relationships with clients and prospective clients, represent the department in external meetings as needed, and maintain collaborative relationships.
• Independently manage multiple projects, tracking adherence to milestones, deliverables, and timelines.
• Partner with ancillary departments, including IT and Marketing, to ensure operational alignment.
• Maintain subject matter expertise in program policies and system functionality, and extensive knowledge of service lines, systems, and processes.
• Stay informed about industry and business trends to identify process impacts and improve efficiency.
• Perform other duties as assigned by senior leadership.

Benefits

• Medical, dental, vision, and prescription coverage (for team members working 22.5 hours per week or above)
• Life and AD&D insurance
• Short-term and long-term disability, with options to supplement
• 403(b) retirement plan with employer match and additional non-elective contribution
• PTO and paid sick leave
• Tuition assistance, advancement, and academic advising
• Parental, adoption, and surrogacy leave
• Backup and on-site childcare
• Well-being rewards
• Employee Assistance Program (EAP)
• Fertility benefits and Healthy Pregnancy Program
• Flexible spending and commuter accounts
• Pet, home and auto, identity theft, and legal insurance