Senior Manager, Support Operations

About the role

Own and scale customer support operations across several telehealth brands, shaping service performance, workforce planning, quality standards and knowledge systems while leading support managers.

What you will do

• Lead, coach and develop customer support managers in coaching, delegation and performance oversight
• Set expectations, decision rights and operating rhythms that build accountability and trust
• Act as operational expert for insurance workflows such as benefits checks, prior authorizations and claim denials
• Use service and quality data to plan workforce, scheduling and coverage
• Build quality assurance across email, chat and phone and use findings to close gaps
• Own governance of support macros and internal knowledge resources, and pilot AI and automation responsibly

What they look for

• Experience managing and scaling support operations, ideally in healthcare or telehealth
• Ability to lead and develop other managers
• Strength in workforce planning, process design and quality assurance
• Comfort using data, technology and automation to expand capacity
• Sound judgement on privacy, security and compliance boundaries