Contact Center Operations Manager

Job Summary

Leading phone operations performance across all markets, the full-time Manager, Contact Center and Systems Operations will oversee the remote Concierge Receptionist team, manage phone performance metrics, and serve as the operational point-person for cross-functional systems initiatives.

Key responsibilities:

• Own national phone performance against OKR targets and manage bi-weekly phone data reviews
• Serve as the point person for operational system changes affecting front desk/member services workflows
• Lead project management for assigned initiatives, ensuring effective communication and training rollout

Required qualifications:

• Experience leading a contact center team with full ownership of phone systems and KPIs
• Desire to grow into broader operational and project management roles
• Comfort managing metric-driven OKRs while handling cross-functional projects
• Strong communication skills with clinical, IT, and operations stakeholders
• Experience with EHR transitions and workflow changes is a plus