Operations Manager, Member Services

The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.  We promote an employee- and member-centric culture, which you can learn more about here: https://www.well.co/careers.

Reports to: Vice President of Member Services

Salary Range: ($85,000-$93,000) depending on qualification

About the Team:

The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health.  Our members are at the core of everything we do. Our offices may resemble a contact center, but we are so much more than that! We are seeking to forge sustained relationships with our members by serving them with empathy, and we are looking for team members who are excited to join our efforts to pursue this goal! The primary member-facing role (contact center “agent”) is the Well Guide, who answers questions related to medical benefits, coaches our members to set and achieve their health goals, and helps them navigate the healthcare system

About the Role:

We are seeking an experienced Operations Manager to lead our high-performing Member Services Team within a dynamic contact center environment. This hands-on, embedded role is strategic and requires a seasoned leader capable of balancing competing operational demands with a strong focus on people, operations, and continuous process improvement. If you are passionate about developing a new generation of leaders, driving ongoing enhancements, and expertly managing complex change, this opportunity is for you.

As the Operations Manager, you will be accountable for the performance of our multi-client call center, which serves eight unique clients, each with distinct service level agreements (SLAs) and key performance indicators (KPIs). You will be responsible for a dynamic workforce, guiding our current team towards operational excellence. Your core mission will be to mentor and develop your team of supervisors, empowering them to become high-performing leaders who consistently exceed client expectations. Simultaneously, you will invest in our team culture, providing coaching and seeking opportunities to elevate our service experience

Key Responsibilities:

• Team Leadership & Development:
• Directly manage, coach, and mentor a team of 8-10 contact center supervisors, providing weekly feedback to empower them for independent, scalable delivery.
• Oversee the performance and development of 60+ Well Guides, ensuring that direct supervisors have the necessary tools and training for Well Guide success.
• Develop and implement coaching plans to enhance individual and team performance, with a focus on key metrics and quality standards.
• Conduct weekly one-on-one meetings with supervisors to review performance, address challenges, drive process improvement, and create development plans.
• Facilitate team meetings and huddles to communicate goals, share best practices, and cultivate a positive team culture.
• Performance Management:
• Manage and monitor all client KPIs, including SLA, QA, CPH, and AHT, implementing proactive measures to address any deviations from targets.
• Serve as a key point of contact, collaborating closely with the Director of Member Services to ensure successful implementation of Well’s strategy for achieving client-specific health and engagement KPIs.
• Analyze contact center data and reports to identify trends, performance gaps, and opportunities for improvement, in close partnership with the Workforce Manager
• Implement strategies to optimize efficiency, enhance agent productivity, and improve customer satisfaction.
• Ensure strict compliance with all company policies, procedures, and client requirements.
• Operational Excellence:
• Act as a point of escalation for complex customer issues, offering expert guidance and support to supervisors and Well Guides.
• Collaborate with the Vice President of Member Service to develop and execute operational strategies and goals.
• Assist in the recruitment, onboarding, and training of new supervisors and Well Guides.
• Identify and implement continuous process improvements to enhance the overall effectiveness of the contact center.
• Client & Stakeholder Communication:
• Serve as a primary point of contact for internal and external stakeholders regarding performance and implementation status.
• Manage all client escalations, ensuring timely response and resolution.
• Prepare and present comprehensive performance reports to management, highlighting key achievements and areas for improvement.
• Present client-facing deliverables on a monthly and quarterly basis.
• Serve as the point of contact for all client-specific program implementations, including overseeing the development of member-services specific processes/workflows and ensuring completion of required team training for successful launch.

Preferred Qualifications:

• 8-10 years of progressive management experience in a high-volume contact center or BPO environment, preferably for multi-client models managing 10+ direct reports
• Proven business acumen, sound judgment, critical thinking and analytical skills
• Demonstrated experience in managing direct reports and indirect reports
• Expertise in process improvement and change management within a contact center environment, with a strong eye for detail
• Solid understanding and hands-on experience with contact center KPIs (SLA, QA, CPH, AHT) and performance management methods
• Strong Leadership and coaching skills with a track record of developing high-performing teams
• Experience in supporting FMLA and ADA requests
• Proficiency in using contact center software, CRM, and ticketing systems
• Exceptional communication, interpersonal, and organizational skills
• Ability to thrive in a fast-paced, target-driven, and dynamic environment.
• Proven experience as a hands-on, embedded leader, adept at navigating and thriving in a fast-paced, changing landscape.

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission.

We embrace diversity and are committed to building an inclusive team. All qualified applicants will be eagerly considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.