Engagement Team Manager
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Job Description
Engagement Team Manager overseeing member outreach at RightMove Health. Leading a team and enhancing engagement strategies while providing direct support to members via the phone.
Responsibilities:
- Lead from the front
- Jump on the phone with members every day - you stay close to the work and model what great looks like
- Grab the hardest calls, the escalations, and the ones nobody else wants - and show the team how it's done
- Test-drive new scripts, openers, and outreach approaches yourself before rolling them out
- Coach and develop a small team of outreach specialists, with real time spent in 1:1s, huddles, and side-by-sides
- Set the bar - for quality, for hustle, for how we treat members - and hold the team to it
- Track performance at the agent, team, and plan level, and make sure the team is hitting (and beating) targets
- Build the quality engine: scorecards, calibrations, and feedback loops that actually make people better
- Be the first person the team comes to when something is broken, confusing, or unfair — and unblock them
- Build from a blank page - scripts, playbooks, workflows, and SOPs that don't exist yet
- Turn scrappy wins into repeatable systems the next ten teammates can plug into
- Iterate in days, not quarters - pilot, learn, adjust, and try again next week
- Pull the data, share what's working and what isn't, and bring sharp opinions to the Head of Engagement
- Help new client launches go smoothly by making sure the team is ready before day one
Requirements:
- High school diploma or equivalent
- At least 3 years of leadership experience in an inbound/outbound call center environment
- Genuine excitement about being on the phone with members every day - this is the heart of the role, not a side duty
- Availability to work a varying schedule on a rotating basis, including occasional evenings or Saturdays
- Preferred Healthcare or digital health experience, especially in member or patient outreach
- You've built something before - a team, a process, a playbook - rather than just inherited what was already there
- Thrives in ambiguity, moves fast, and would rather ship something imperfect than wait for perfect
- Excellent interpersonal, written, and verbal communication skills, with warm and professional phone presence
- Strong relationship-building instincts, attention to detail, and a solutions-oriented mindset
- Comfortable communicating up, down, and sideways - from frontline teammates to senior leadership
- Proficiency with Microsoft products and experience using CRM, scheduling, or documentation tools.
Benefits:
- Members first.
- Ownership over polish.
- Get a little better every week.
- Have fun while doing hard work.
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