Senior Manager, Member Operations

Role Overview

• Own end-to-end operational execution for Thyme Care’s member-facing Care Team for partner-specific requirements across Thyme Care’s partners (including health plans and provider groups)
• Independently project-manage partner implementations and partner-specific operational initiatives from planning through execution and optimization within the Care Team, proactively identifying risks, dependencies, and gaps
• Improve project management structures, tools, and processes as needed to support scale
• Serve as the primary operational owner for Care Team workflows across internal cross-functional stakeholders to ensure care delivery aligns with contractual commitments and partner expectations
• Analyze partner-level operational Care Team metrics to assess performance, identify trends, and surface opportunities for improvement.
• Drive execution against any partner-specific data-driven improvement efforts using existing dashboards and creating new ones, as needed
• Own documentation of partner-specific workflows and requirements to enable consistent execution by the Care Team
• Ensure partner documentation is centralized, accurate, and scalable as workflows evolve
• Participate in external partner discussions alongside Account Managers to ensure seamless enablement of partner needs within Thyme Care’s operational infrastructure
• Translate partner requirements into Thyme Care workflows, clearly communicate and enable workflows for the Care Team
• Identify inefficiencies in partner-specific workflows, analyze root causes, and lead implementation of scalable operational improvements
• Continuously iterate on processes and structures to improve quality, efficiency, and ability to execute on specific partner requirements as Thyme Care grows
• Contribute to overall care delivery operations and scalability by identifying opportunities and resolving issues to standardize, refine, and improve processes (within and outside of partner-specific workflows)
• Operate as a hands-on leader and partner to cross-functional teams, fostering a culture of ownership, accountability, effective communication, and continuous improvement. Lead through influence and operational expertise.

Requirements

• 6-8+ years of relevant experience in healthcare or health-tech operations, implementation, and/or program/project management
• At least 2 years of relevant experience within a data analysis-heavy role
• Experience communicating directly with external partners or clients in support of account or relationship owners
• Experience meeting data needs through self-service within a business intelligence tool (nice to have: Looker experience specifically)
• Proven track record independently managing complex cross-functional projects end-to-end
• Strong organizational and project management skills; ability to juggle multiple priorities and operate autonomously in ambiguous environments
• Detail-oriented with a strong commitment to quality control
• Strong analytical skills with the ability to translate operational data into actionable improvements.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible working arrangements
• Professional development opportunities
• Stock options