Operations Manager

Department: Patient Solutions 

Reports To: VP of Operations

Preferred Shift: 12 pm - 8 pm (EST), rotating Saturday shifts as needed

About the Role

Scene Health is formalizing a new Operations Manager role to own the performance and compliance of our daily operations, including operational logistical planning, workflow management, and improving the efficiency and quality of our work across our telephony system and proprietary software. This role sits at the intersection of functional administration of the call center system, workforce management, and quality assurance — ensuring our Activation, Pharmacy, and Clinical Operations teams have the tools, training, and processes to reach patients efficiently and compliantly.

The ideal candidate has hands-on experience administering TalkDesk (or a comparable contact center platform), is comfortable owning metrics and reporting, and can translate operational pain points into system-level solutions. Additionally, this role requires direct interaction with frontline team members to deliver metrics, feedback, and information to them for performance management. 

What You'll Do

Technology Operations & Functional Use

• Serve as day-to-day lead for TalkDesk operational use, including user/permission setup, troubleshooting, issue escalation, reporting, and campaign management
• Lead process improvement projects within TalkDesk to enhance Activation, Pharmacy, and Clinical Operations performance for inbound, outbound, and warm-transfer calling
• Identify and implement automation opportunities for QA scoring, call disposition, phone number testing, and reporting workflows within TalkDesk and other operational systems
• Collaborate with Patient Solutions, Product, and Engineering teams to translate operational needs into technical requirements and delivery timelines; work with the tech team to review builds and configurations
• Set up and monitor new client campaigns and outreach efforts
• Develop and maintain outreach/call lists, improve reach rate for our outbound services,  and drive automation improvements in list-building across all Patient Solutions departments
• Lead pre-launch configuration of internal telephonic systems and workflows and provide hands-on post-launch support, including outreach list creation and documentation of client-specific processes

Operational Performance & Quality Assurance

• Own and report on core operational KPIs, including:
• • 99.5% uptime of the call center platform and call lists
  • Reach rate
  • Average Handle Time (AHT) 
  • Calls per Agent
  • Schedule Adherence 
  • Occupancy rate 
  • QA/compliance score, weighted for HIPAA and TCPA adherence
  • CSAT for the call center function
  • Call disposition accuracy
  • Productivity on core operational metrics
    
    
• Conduct call and video engagement QA and document feedback; collate findings into continuous improvement initiatives for training, onboarding, campaign setup, and system readiness
• Implement QA processes and performance tracking to monitor platform efficiency and user/patient experience
• Build and maintain reporting on call center usage and metrics for Patient Solutions leadership

Workforce & Campaign Management

• Manage call center headcount planning and campaign scheduling
• Support workforce planning and outreach allocation based on volume forecasting and campaign metrics
• Support performance tracking and management across Patient Solutions teams, including setting up data analyses and automated reporting systems.

Training & Enablement

• Develop and deliver training on technical systems, computer configuration, and call disposition processes for frontline and calling teams
• Design and deliver user training sessions for new technology rollouts and system enhancements
• Document client-specific processes and departmental workflows to support scalability and regulatory compliance
• Conduct shadowing sessions and leverage analytical processes/tools to understand areas for improvement and ensure best use

Vendor Management & Process Improvement

• Contribute to vendor relationships and software optimization for TalkDesk and related calling infrastructure; schedule and lead vendor meetings as needed
• Support the design and standardization of departmental processes and documentation to ensure scalability and regulatory compliance
• Serve as an escalation point for complex call center issues, coordinating with cross-functional teams as needed

What You'll Bring

• Experience administering a contact center platform (TalkDesk strongly preferred; comparable platforms considered)
• Demonstrated ownership of call center KPIs (AHT, occupancy, reach rate, QA scoring) in a prior role
• Familiarity with HIPAA and TCPA compliance requirements in a call/contact center context
• Experience building or improving QA and disposition workflows, including automation and efficiency efforts
• Strong cross-functional collaboration skills — comfortable translating operational needs into technical requirements alongside Product and Engineering
• Experience with workforce planning, campaign scheduling, and volume forecasting
• Comfort building training materials and leading internal enablement sessions for technical systems
• Prior healthcare, health tech, or regulated-industry experience preferred
• Proficient in verbal and written communication in Spanish
  
  

Compensation and benefits

• Medical, dental and vision insurance
• Short Term Disability
• 401(k) retirement plan
• Paid vacation leave
• Paid sick leave
• Paid holidays
• Professional development
• Employee Assistance Program
• Fully remote work

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We believe in reflecting the diversity of our customers and their patients in our team. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Scene is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental ability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.