Operations Manager, CCOM

The Operations Manager plays a key role in crafting and implementing our clinicians’ job offer experience.  The most important aspect of their role is to manage direct reports including but not limited to; monitoring performance, coaching towards growth, and providing daily support and oversight. With the support of their manager, they will take on a specialized function of the client and clinicians offers management team and be responsible for streamlining workflow standardization, implementing changes across shifts, and communicating success and growth for the team. An L4 level manager also takes on a coach and player role, balancing their manager duties with responding to complex clinician escalations, and improving standard operating processes and functions. 

• Coach up to 6 direct reports that perform on the IC level
• Meet weekly with each report to review performance, answer questions, and invest in developing Nomad Skills
• Review weekly inputs and performance of each IC through audits 
• Understand when and how to coach up underperformance
• Understand when and how to coach a strong performer to the next level of growth on Nomad Skills
• Uses empathy and kindness to give feedback that is actionable and appropriate for the level of IC
• Beyond their own direct reports serves as a positive role model for the entire team that encourages a strong cohesive team culture
• Motivates the team to stay positive and focused
• Listens actively and empathetically to concerns from ICs ready to take action when needed
• Demonstrates a growth mindset and “can do it” attitude as a leader
• Trains their peers and direct reports on any workflow changes with clear documentation and directive
• With help from their manager maintains and updates SOPs 
• Actively works with their peers to keep the entire team cohesive and standardizes on workflows
• Documentation is tailored to all levels of learning and training on process caters to different learning styles
• Can flex their training to the audience
• Process changes and coaching are data-driven with a clear understanding of the “so what”
• Uses data to clearly identify and flag any issues with product and process
• Sets clear success criteria for their direct reports to hit and for all projects they develop
• Can release a project or workflow if data proves it ineffective and use to create further improvement
• Can explain the “so-what” to those around them and is setting up to train others on how to identify the “so-what” and “when”
• Understands how their specialization fits into the larger picture of the Operations team
• Works closely with their peers to make sure they are aligned with any active projects or changes
• Values their work but not at the expense of any other part of the team
• Understands how the offer experience fits into the larger picture of the operations funnel and is starting to understand the importance of enterprise-level view of
• Investigates complex escalations with curiosity not blame
• Can de-tangle the clinician journey to explain what happened to others and train their direct reports to do the same
• Can de-escalate a clinician who is frustrated by their experience and set clear expectations without over or underpromising action
• Reacts with urgency to unplanned work interruptions such as bugs or client changes
• Understands when and how to escalate upwards
• Clearly articulates what happened and the proposed solutions 
• Can work with their manager to implement training on new workflows and macros for immediate action
• Partner closely with the Account Managers and additional members of our ops team, who interface with our hospital and channel partners, to ensure clinicians quickly receive answers to questions about offers

• Management: You have managed a team with 3+ direct reports with experience coaching someone to promotion and from underperformance to performing 
• Sales or Operations Experience: 1+ years of experience in operations mgt, sales, digital customer success,customer support at healthcare / health-tech / tech startup experience preferred. 
• Quality: Demonstrates a strong commitment to high-quality work and coaches the team to the same high standards
• Workflow Building: strives to create a replicable process where none exist
• Growth Mindset: A lifelong learner who is comfortable with ambiguity
• Flexible Thinking: Able to take a team-wide view of their function and hold both the long-term vision and immediate needs of the team
• Data Acumen: A data-driven champion of best practices who finds actionable insights from key metrics
• Prioritization: Able to prioritize multiple demands by impact and urgency
• De-Escalation: Ability to investigate, respond to, and de-escalate complex clinician outreach