Operations Manager, Digital Hub
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Job Description
Operations Manager leading digital hub for healthcare AI, driving operations, team development, and project stabilization. Engaging in direct management and AI integration for better patient support.
Responsibilities:
- Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations.
- Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges.
- Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers.
- Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods.
- Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary.
- Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools.
- Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy.
- Ensure the program consistently meets or exceeds SLAs across all channels. Track traditional metrics (Average Handle Time, Abandonment Rate) and AI-specific metrics (Containment Rate, Deflection Rate, AI-to-Human Escalation Accuracy).
- Leverage analytics dashboards to identify trends, digging deep into the root causes of early operational hiccups and translating data into immediate, tactical operational fixes.
- Partner effectively with Product Operations, QA, Learning & Development, Product, and AI/Automation engineers to ensure program alignment, swift issue resolution, and the rapid deployment of necessary system patches during the stabilization phase.
- Ensure all program activities—whether executed by a human or an AI agent—strictly comply with HIPAA, OIG guidelines, and client-specific business rules.
- Guarantee that AI agents are properly trained to identify and flag potential Pharmacovigilance (Adverse Event and Product Quality Complaint) triggers for immediate human review and reporting.
- Collaborate with the QA/QC team to review audit trends across human and AI interactions, implementing corrective actions (CAPAs) to quickly refine both human training and AI algorithms.
Requirements:
- Bachelor’s degree in Healthcare Administration, Business Management, or a related field (equivalent operational experience may be considered).
- 5+ years of progressive leadership experience in a healthcare contact center, Patient Access Hub, or specialty pharmacy environment.
- Minimum of 5 years of direct people management experience.
- Proven experience leading new program launches or go-lives, with a documented track record of driving rapid operational stabilization.
- Experience managing, integrating, or optimizing AI agents, chatbots, or intelligent automation within a contact center or operational workflow.
Benefits:
- Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (Bay Area Positions only*)*
- Competitive salary, equity, and 401(k)
- Wellness stipend & great benefits (medical, dental, vision)
- Generous PTO & parental leave
- Bi-annual offsites & a collaborative, mission-driven culture
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