Customer Operations – Clinical Support Manager

Role Overview

• Design, build, and evolve customer support offerings aligned with organizational goals.
• Develop scalable operational frameworks to support member growth.
• Lead continuous improvement initiatives.
• Identify operational gaps and implement high-impact process improvements.
• Oversee day-to-day member support operations.
• Define and monitor KPIs (SLA, CSAT, resolution time, quality metrics).
• Analyze member interaction trends to drive improvements.
• Ensure high-quality, empathetic, and compliant member engagement.
• Partner with clinical teams to streamline workflows and scheduling operations.
• Develop and maintain policies and SOPs for support and operational processes.
• Ensure alignment across scheduling, billing, and vendors.
• Leverage data analytics to identify trends, optimize performance, and forecast demand.
• Build dashboards and executive-level reporting.
• Translate insights into operational strategy and action plans.
• Support AI-driven automation to improve efficiency and scalability.
• Assist in managing workforce planning and scheduling systems.
• Help forecast staffing needs based on demand and growth.
• Contribute to optimizing resource allocation and capacity planning.
• Able to support third-party vendors.
• Lead cross-functional collaboration with Clinical, Finance, Product, and Engineering.
• Billing operations for accuracy and efficiency.
• Quality audits on processes.
• Be actively involved in the deployment and integration of new tooling solutions.
• Help drive efficiency into processes and help build a scalable framework

Requirements

• 10+ years of experience in operations, customer support, or service delivery leadership.
• Proven experience building and scaling support functions.
• Highly organized with a proven ability to manage multiple projects and deadlines efficiently
• Demonstrated experience leading continuous improvement initiatives.
• Strong background in data analytics and performance reporting.
• Experience implementing AI tools within support operations.
• Expertise in process development, policy creation, and operational optimization.
• Experience in workforce management and scheduling systems.
• Vendor management experience.

Benefits

• Comprehensive healthcare
• Vision + dental
• 401K
• Unlimited PTO
• Parental Leave