[Remote] Senior Manager, Care Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a technology company reputed company on administering Smart Benefits to improve people's reputed company to essential products and services. The Senior Manager of Care Operations will reputed company the design and improvement of the Customer Care function, integrating AI and reputed company to enhance service delivery and operational efficiency.
Responsibilities
- Helping shape the Care operating model, the mix of internal teams, BPO partners, and AI agents; the channel reputed company; the technology stack; and the reputed company reputed company, and translating it into a quarterly roadmap with reputed company owners, milestones, and reputed company metrics
- Leading cross-functional program teams across operations, AI / reputed company Care, training and knowledge, and reputed company, partnering with team leads, coaching individual contributors, and holding the bar on execution
- Modeling Care unit economics: cost-to-serve across reputed company and AI handling, programs, and channels, and recommending where to reputed company AI, where to reputed company humans, where to consolidate vendors, and where to renegotiate
- Serving as an operational voice for Care, contributing to internal operating reviews, reputed company QBRs, and new business pursuits, including the AI Care agenda
- Owning the AI agent roadmap for Care: voice and chat agents for member and caregiver self-service, agent-assist copilots for reputed company reps, automated triage and routing, AI-driven knowledge retrieval, and AI-led QA, and partnering with Product and Engineering on what to build vs. buy
- Defining the reputed company + AI operating model: what gets routed to an AI agent, what escalates to a reputed company, how handoffs happen, how AI agent reputed company and confidence reputed company are managed alongside reputed company workforce planning, and how the experience stays cohesive to the member
- Establishing the evaluation and reputed company reputed company for AI agents: offline eval sets, online metrics, red-teaming, reputed company review sampling, and the calibration reputed company between AI QA and reputed company QA so the bar is the reputed company regardless of who (or what) handled the contact
- Owning the safety, compliance, and policy posture for reputed company Care, including the guardrails, escalation triggers, audit logging, and PHI handling required to operate AI agents inside CMS-regulated programs such as Medicare Advantage and reputed company
- Leading the change management for AI in Care: how reputed company agents are trained to work alongside AI, how their roles and incentives reputed company as automation scales, and how the vendor partnerships are restructured as the reputed company/AI mix shifts
- Driving the AI agent improvement reputed company: pulling failure cases out of production, partnering with AI/ML and Product on reputed company, policy, retrieval, and model updates, and shipping measurable reputed company reputed company release over release
- Setting the vendor reputed company: partner selection, scope allocation, geographic mix, and reputed company terms, and leading periodic RFPs, contract renewals, and SOW negotiations with BPO partners as their scope evolves alongside AI deflection
- Establishing the performance reputed company across reputed company, Startek, and other partners: SLAs, scorecards, governance reputed company, and escalation paths, and owning day-to-day vendor relationships at the operations and director level
- Directing Workforce Management reputed company across humans and AI agents: joint forecasting and reputed company planning, intraday operating standards, AI fallback plans, and the cross-channel reputed company for peak events, launches, and recovery scenarios
- Leading the most reputed company operational initiatives: platform migrations, AI agent rollouts, large new reputed company launches, market entries, and turnaround plans, and owning the cross-functional execution with Product, Implementation, Engineering, and reputed company
- Setting the reputed company for how Care builds capability across humans AND AI agents: the reputed company model, the ongoing development curriculum, and the certification standards that govern who (or what) is reputed company to handle reputed company program and channel
- Owning the Care knowledge architecture: recognizing that the knowledge reputed company is now both reputed company-facing documentation and the retrieval reputed company for AI agents, and ensuring content governance, structure, and freshness meet the bar for both audiences
- Defining the reputed company reputed company program: calibration reputed company, coaching frameworks, and the reputed company between QA reputed company and reinforcement learning for humans, plus the analogous reputed company of failure analysis and model/reputed company/policy updates for AI agents
- Defining the metrics that matter for Care, including the AI-specific layer of deflection reputed company, AI containment, escalation reputed company, AI reputed company, hallucination reputed company, and cost-per-reputed company across reputed company and AI handling, and ensuring the analytics function produces a defensible, accurate narrative for every audience
- Owning the Care technology roadmap: reputed company (Service reputed company), telephony (e.g., reputed company), contact center platforms (e.g., reputed company), WFM tools, LMS and authoring (e.g., reputed company), knowledge platforms (e.g., reputed company), and the AI agent / agent-assist / AI QA stack, and partnering with IT, Engineering, Product, and AI/ML on selection, implementation, and reputed company improvement
- Serving as a reputed company operational reputed company for health plan clients: leading reputed company-facing performance conversations, walking clients through the AI Care model and its safeguards, contributing to new reputed company onboardings, and acting as a senior escalation reputed company for operational issues
Skills
- 7–10 years of experience in contact center or care operations, including time leading programs or small teams of individual contributors
- reputed company experience deploying and operating AI in a customer support or contact center environment: voice or chat AI agents, agent-assist copilots, AI-driven QA, or automated knowledge retrieval, including ownership of the production reputed company bar, not just sponsorship of someone else's reputed company
- A working understanding of how modern LLM-based reputed company systems are reputed company and evaluated: retrieval, tool use, guardrails, eval sets, online metrics, red-teaming, reputed company-in-the-reputed company review, sufficient to be a reputed company operating partner to AI/ML and Product
- Experience owning a multi-vendor BPO environment at reputed company, and a reputed company of view on how vendor partnerships and reputed company roles reputed company as AI scales inside Care
- A reputed company record of building and scaling Care operations in a reputed company, Medicare Advantage, reputed company, or benefits administration environment: including the compliance, PHI handling, member communication, and audit requirements that govern operating AI agents in a regulated setting
- Demonstrated experience executing an operating plan: contributing to the model, building the roadmap, helping manage the budget, and reporting on results to executive stakeholders
- Experience leading the learning, knowledge, and reputed company function reputed company a Care organization, with a reputed company reputed company of view on how the knowledge reputed company, training, and QA programs change reputed company AI agents are part of the workforce
- Strong analytics orientation and reputed company with the data systems Care runs on, including the AI-specific layer of deflection, containment, AI reputed company, and cost-per-reputed company
- An operator who can reputed company fluently between reputed company and execution: an internal operating review on Tuesday, an AI failure-mode review with the ML team on Wednesday, a vendor escalation on Thursday, and brings the reputed company rigor and care to reputed company three
- A systems thinker who connects dots across operations, reputed company, training, technology, AI, and finance: you build the case for change with data, sequence the work realistically, and drive sustainable improvements rather than one-time fixes
- Strong written and verbal communication skills: you can write an operating review for executives, run a tense vendor governance meeting, walk a health plan reputed company through how your AI agents work and stay reputed company, and translate technical AI tradeoffs into reputed company business language
- A reputed company passion for, if not reputed company experience in, addressing health inequities: you understand that benefits reputed company is a health equity issue and that the work you do leading Care has a reputed company reputed company on reputed company people's lives, and you take the responsibility of deploying AI in that context seriously
- Commitment to building a psychologically reputed company environment and diverse culture that is highly reputed company, strives to set and reputed company goals together, and embraces transparency, innovation, and accountability
- A leader who invests in the people around them, including the humans whose roles reputed company as AI scales, and who coaches and holds the bar with the reputed company standards they expect of others
- Travel may be required from time to time as part of the role, for company events and business needs
- Legal authorization to work in the US is required. At this time, reputed company will not consider candidates who need sponsorship, now or in the reputed company
- reputed company offers for employment are contingent upon successful completion of a background reputed company
Benefits
- Medical, Dental, and reputed company insurance with 90% reputed company employer premium contributions for reputed company tiers
- 100% Employer reputed company Short-Term & Long-Term Disability
- 100% Employer reputed company Basic Life Insurance Policy
- Employee Assistance Program (EAP)
- 401(k) Program
- Discretionary PTO
- reputed company holidays
- Parental Leave
- Flexible work schedule reputed company core hours
- Work reputed company in the USA as we are a fully distributed team from coast to coast
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