Support Operations, (Sr.) Manager
Remote · United States
Job Summary
Senior Support Operations Manager to lead and develop Member Support Specialists and Peer Navigators; oversee performance management, QA, SOP enforcement, escalations, onboarding, and training; ensure frontline execution of company strategy; manage ~50% of the combined team; collaborate with Director of Clinical Operations and cross-functional partners; drive KPIs (first response time, resolution rate, CSAT, SOP adherence, escalation rate); coordinate with clinical partners and labs; requires healthcare operations experience and strong people-leadership skills; familiarity with Zendesk and EHR systems (Healthie) preferred; startup/fast-scaling experience a plus.
Required Qualifications
- 4–7+ years in healthcare operations, care coordination, telehealth, or a high-volume member/customer support environment
- 2+ years directly managing frontline teams (customer support, care navigation, call center, or similar)
- Experience with QA auditing, coaching, and performance management—you know how to give feedback that actually changes behavior
- Strong SOP orientation: you follow and enforce process precisely, and you write clearly when it's time to update documentation
- Comfortable in ticketing and CRM systems (Zendesk or similar); EHR exposure a plus (Healthie)
- Healthcare experience strongly preferred; experience managing peer support, care navigation, or similar mission-driven frontline roles is a strong differentiator
- Organized, accountable, and able to hold the line on standards while staying approachable and supportive as a manager
- Startup experience or experience in a fast-scaling environment is a plus
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