Operations Manager

Key Responsibilities:

• Lead Operational Excellence: Oversee day-to-day operations to ensure efficiency, consistency, and alignment with business goals across teams and functions.
• Drive Performance & Accountability: Set clear goals, monitor KPIs, and hold teams accountable for meeting service levels, productivity benchmarks, and quality standards.
• Cross-Functional Collaboration: Partner with leaders across Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify gaps, solve operational challenges, and implement cross-team solutions.
• Optimize Workflows & Processes: Analyze current processes and design improvements that drive scalability, cost-effectiveness, and stronger outcomes for both internal teams and customers.
• Support Change Management: Lead through change by communicating clearly, aligning stakeholders, and ensuring smooth adoption of new tools, processes, or structures.
• Use Data to Inform Strategy: Leverage operational data and trends to make informed decisions, identify areas of risk or opportunity, and support strategic planning.
• Develop and Coach Talent: Provide direct leadership to supervisors and specialists, offering mentorship, feedback, and growth opportunities that build high-performing teams.
• Ensure Operational Compliance & Safety: Work closely with Trust & Safety and other risk partners to ensure procedures are compliant and uphold member and Pal protections.
• Escalate and Resolve Complex Issues: Act as a senior point of escalation for operational issues, member or Pal concerns, or cross-departmental blockers that require immediate action.
• Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company policies.