Manager, Care Operations

Role Responsibilities:

• Manage BPO vendor relationships, monitor real-time queue performance and SLA adherence, and coordinate with Workforce Management for scheduling and capacity planning.
• Administer Care systems like Salesforce and telephony platforms, leading operational projects such as new client launches and process improvements in partnership with cross-functional teams.

Learning & Development:

• Build and maintain new hire onboarding curriculum and training materials, translating complex health plan and compliance content into actionable resources for agents.
• Own and continuously improve the Care knowledge base, ensuring accuracy and accessibility across all lines of business, including CMS-regulated programs.

Performance & Improvement:

• Analyze key performance indicators to identify operational gaps and translate insights into training interventions and process improvements.
• Build operational reporting and dashboards, collaborating with QA and BPO teams to design calibration sessions and coaching frameworks that close skill gaps.

Operational Enablement:

• Own system administration across Care platforms, partnering with IT and Engineering on issue resolution and platform enhancements.
• Leverage learning and knowledge management systems to build scalable content infrastructure and identify opportunities to implement AI and automation tools.