Senior Manager of Operations

Job Summary

To support the Member Experience Operations organization, the full-time Senior Manager of Operations will manage capacity orchestration, vendor performance, and cross-functional leadership to enhance operational efficiency and scalability in a remote setting.

Key responsibilities

• Partner with Workforce Management and Operations to translate forecasts and staffing priorities into effective deployment strategies
• Own the staff augmentation strategy, optimizing vendor performance through metrics and governance routines
• Lead cross-functional initiatives, establishing a central source of truth for capacity management and performance tracking

Required qualifications

• 7+ years in operations, workforce management, vendor management, or a related analytical leadership role in a customer-focused or healthcare environment
• Proven experience leading complex, cross-functional initiatives with measurable outcomes
• Demonstrated ability to build operating models and performance management systems from the ground up
• Strong operational judgment in translating forecasts and service levels into actionable decisions
• Exceptional systems thinking to connect processes, data, and vendor performance into scalable solutions