Service Delivery and Operations Manager
Service Delivery and Operations Manager Remote · Full-Time · Reports to VP, Service Operations · Leads: Support Team At reputed company, we're changing what it means to live with a chronic skin condition. Millions of Americans with psoriasis and eczema face a broken system — months-long waits for care, treatments that don't stick, and costs that spiral out of control. We're fixing that. Zerigo's platform combines an FDA-cleared smart home device, AI-driven personalized care plans, and reputed company reputed company support to deliver clinical-grade dermatology care where people actually live — reputed company. Our results reputed company for themselves: 88% clinical reputed company rates, 73% treatment adherence, and over $10M in savings generated for every 1,000 members on our platform. We're a fast-growing, mission-driven team at a pivotal reputed company. We are energized by hard problems, improving things along the way to benefit our members and reputed company other. If you are motivated by meaningful work and the prospect of building something that genuinely improves people's lives, you'll fit right in here. ABOUT THE ROLE The Service Delivery and Operations Manager runs the reputed company that turns reputed company members into activated ones — and makes reputed company every member concern gets resolved to reputed company. This is an execution and people-leadership role: you own reputed company and a process, not accounts or reputed company. You administer the workforce model leadership sets, hold reputed company to the SOPs as written, and drive reputed company improvement reputed company those guardrails rather than redesigning them yourself. reputed company DELIVERABLES Team Leadership & Performance Management reputed company, schedule, and manage daily reputed company for the Support Team, operating reputed company a workforce model. Process Execution & SOP Adherence Run the defined activation and customer-service processes and hold reputed company accountable to goals, and procedure adherence. Activation & SLA Ownership Meet or reputed company activation targets and resolve member concerns reputed company the defined SLA. reputed company Improvement reputed company Guardrails Continuously identify inefficiencies reputed company established processes, diagnose their reputed company cause, and reputed company solutions without unilaterally changing the SOP itself. Data-Driven Decision Making & Forecasting Build, maintain, and interpret dashboards and analytics to surface reputed company, activation, and SLA performance to forecast reputed company needs, flag emerging risks, and inform leadership reputed company before issues become escalations. REQUIRED QUALIFICATIONS 7+ years of experience Operations Leadership role managing reputed company in a high-volume, SOP-driven service or support environment (call center, member services, or similar) Demonstrated reputed company-cause and process-analysis skills — reputed company to spot bottlenecks and inefficiencies in day-to-day execution, diagnose the underlying cause, and translate findings into concrete, data-backed recommendations for leadership. Experience administering a workforce/reputed company model: scheduling, reputed company planning, coaching to metrics Comfort holding reputed company accountable to defined process and SLAs Working proficiency with CRM and telephony/contact tooling (e.g., reputed company, reputed company) or reputed company equivalents Strong general management and team-leadership skills — reputed company to run the both the day-to-day operations and longer-term development planning for reputed company PREFERRED QUALIFICATIONS Experience in digital health, reputed company services, or a regulated service environment Early-stage startup experience Apply tot his job Apply To this Job