Senior Manager, Call Center Operations
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Job Description
Senior Operations Manager driving patient support and client success for Rhythm's cardiac monitoring platform. Leading operational teams and ensuring quality service at scale.
Responsibilities:
- Own day-to-day operations for Patient Support and Client Success teams, including contact center activities, EHR-based workflows, and administrative support functions.
- Ensure consistent, high-quality execution across inbound and outbound patient engagement (connectivity support, no-shows, billing inquiries, and follow-ups).
- Oversee client-facing operational workflows, including report uploads, encounter support, and other EHR-based tasks performed within client systems.
- Serve as the primary escalation point for complex operational issues impacting patients, clients, or internal stakeholders.
- Lead the Workforce Planning team to ensure proper staffing for client support and patient support teams.
- Manage workload balancing and scalability for operational efficiency.
- Execute a multi-channel strategy for patient engagement and client support engagement.
- Monitor results to identify performance improvement opportunities.
- Communicate key messages effectively to inform team members of process changes.
- Develop and implement key performance indicators across department, teams and individuals.
- Provide regular feedback to leadership on performance wins and areas for improvement across the department and respective teams.
- Standardize operational procedures and ensure consistency across teams in execution.
- Identify operational bottlenecks, root causes, and failure points; drive continuous improvement through process redesign and automation where appropriate.
- Measure success by the organization's ability to provide high-quality services and meet operational goals.
- Partner with Clinical, Product, Client Success, and Engineering teams to ensure operational processes are tightly integrated with clinical care delivery and client expectations.
Requirements:
- 7+ years of related experience.
- 3+ years of demonstrated experience leading and managing teams.
- Previous contact center workforce management or customer service administration leadership experience.
- Prior experience in healthcare operations, digital health, or healthcare-adjacent services a plus.
- Experience in attracting, selecting, developing, and motivating team members.
- Demonstrated ability to translate strategy into efficient processes that scale.
- Strong leadership, delegation, and mentorship competencies.
- Proven ability to independently solve complex operational issues.
- Experience in workforce management, including scheduling, resource allocation, and productivity optimization.
- Excellent communication and coaching skills.
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