Operations Manager, Member Service Operations
Core
Drive day-to-day performance of SMS and Lantern Outbound Contact Centers, leading teams to deliver on goals, quality standards, and member experience commitments.
Role type
Senior Operations Manager (Contact Center)
Builds
Contact center operations, performance reporting, and quality assurance programs for member services.
Domain
Healthcare / Member Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Contact center operations management, team leadership (supervisors), performance metrics analysis, SOP development, cross-functional collaboration, project management, reporting tools proficiency
Preferred skills
Healthcare experience, Salesforce proficiency, bilingual communication (English-Spanish), care coordination knowledge
Technologies
Salesforce
Responsibilities
Manage day-to-day operations of SMS and Lantern Outbound Contact Centers, lead a team of four Supervisors and QA Lead, own performance reporting and analytics, develop SOPs and job aids, oversee QA program development, support interviewing and onboarding of new leadership
Seniority
Senior, hands-on IC with team leadership
