About Job

We're looking for a strong people leader and operations executor to directly manage and develop our Member Support Specialist and Peer Navigator teams. Reporting to the Director of Clinical Operations, this role is the day-to-day operational owner for these frontline teams—handling performance management, quality assurance, SOP enforcement, escalations, and team development.

This role ensures that the company strategy is executed consistently at the frontline level. You are the connective tissue between leadership intent and daily team behavior.

This role directly manages approximately half of the combined Member Support & Peer Navigator team, with the Director continuing to manage the other half during this growth phase.

Skills & Qualification

• 4–7+ years in healthcare operations, care coordination, telehealth, or a high-volume member/customer support environment

• 2+ years directly managing frontline teams (customer support, care navigation, call center, or similar)

• Experience with QA auditing, coaching, and performance management—you know how to give feedback that actually changes behavior

• Strong SOP orientation: you follow and enforce process precisely, and you write clearly when it's time to update documentation

• Comfortable in ticketing and CRM systems (Zendesk or similar); EHR exposure a plus (Healthie)

• Healthcare experience strongly preferred; experience managing peer support, care navigation, or similar mission-driven frontline roles is a strong differentiator

• Organized, accountable, and able to hold the line on standards while staying approachable and supportive as a manager

• Startup experience or experience in a fast-scaling environment is a plus

Responsibilities

• 1. Team Management & Performance

  • Directly manage a team of Member Support Specialists and Peer Navigators—holding 1:1s, coaching conversations, and performance reviews

  • Set clear expectations, hold the team accountable to KPIs (first response time, resolution rate, CSAT, SOP adherence, escalation rate), and drive consistent performance

  • Identify and address individual performance gaps proactively; escalate patterns to the Director

  • Foster an engaged, high-accountability team culture with strong retention

  2. Quality Assurance & Escalation Management

  • Audit calls, messages, and tickets on a regular cadence; provide specific, actionable feedback to team members

  • Serve as the senior escalation point for complex member issues during business hours—triaging, resolving, and ensuring clean documentation

  • Identify patterns in escalations and surface systemic issues to the Director

  • Maintain QA scoring frameworks and calibrate with the Director to ensure consistent standards

  3. SOP Enforcement & Training

  • Own day-to-day enforcement of SOPs across both teams—catching deviations, providing correction, and reinforcing expectations

  • Own updates and maintenance of SOPs as workflows evolve; flag needed changes and draft revisions in partnership with the Director

  • Lead onboarding and training for new hires on both teams; build ramp plans and ensure new team members reach proficiency benchmarks

  • Serve as the first point of contact when team members have questions about how to handle a situation

  4. Scheduling, Coverage & Capacity

  • Own shift scheduling and coverage planning for the Member Support team to ensure SLA commitments are met

  • Flag capacity risks to the Director proactively; participate in headcount planning discussions

  • Monitor daily team throughput and intervene when volume or backlogs threaten SLAs

  5. Cross-Functional Coordination

  • Coordinate with clinical team, pharmacy partners, and labs on behalf of the frontline teams

  • Represent the frontline perspective in operational planning discussions with Leadership

  • Identify recurring pain points and bring structured problem statements (with data) to the Director for workflow or system improvements

Measures of Success

• Team achieves or exceeds SLA targets (first response time, CSAT scores)

• High QA scores and consistent SOP adherence across both teams

• Strong member satisfaction scores (CSAT/NPS) sustained over time

• High team retention and engagement; low surprise attrition

• New hires ramp to full productivity on schedule

• Escalations are well-documented, resolved quickly, and drive systemic improvements