Well

Operations Manager, Member Services

Supervisor, Member Services

The Operations Manager, Member Services at Well leads a high-performing team within a dynamic contact center, accountable for multi-client call center performance against distinct SLAs and KPIs. This strategic, hands-on role focuses on developing supervisors into high-performing leaders, fostering team culture, and driving continuous process improvement. The manager will mentor 8-10 supervisors, oversee 60+ Well Guides, and ensure frictionless member experiences, contributing to Well's mission of transforming healthcare through engagement and behavior change.

The mission of Well (<a href="https://www.well.co/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">https://www.well.co/</a>) 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: <a href="https://www.well.co/careers" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">https://www.well.co/careers</a>.Reports to: Vice President of Member ServicesSalary Range: ($85,000-$93,000) depending on qualificationAbout 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 systemAbout 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 experienceKey Responsibilities:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Team Leadership & Development:</li><li class="leading-relaxed">Directly manage, coach, and mentor a team of 8-10 contact center supervisors, providing weekly feedback to empower them for independent, scalable delivery.</li><li class="leading-relaxed">Oversee the performance and development of 60+ Well Guides, ensuring that direct supervisors have the necessary tools and training for Well Guide success.</li><li class="leading-relaxed">Develop and implement coaching plans to enhance individual and team performance, with a focus on key metrics and quality standards.</li><li class="leading-relaxed">Conduct weekly one-on-one meetings with supervisors to review performance, address challenges, drive process improvement, and create development plans.</li><li class="leading-relaxed">Facilitate team meetings and huddles to communicate goals, share best practices, and cultivate a positive team culture.</li><li class="leading-relaxed">Performance Management:</li><li class="leading-relaxed">Manage and monitor all client KPIs, including SLA, QA, CPH, and AHT, implementing proactive measures to address any deviations from targets.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">Analyze contact center data and reports to identify trends, performance gaps, and opportunities for improvement, in close partnership with the Workforce Manager</li><li class="leading-relaxed">Implement strategies to optimize efficiency, enhance agent productivity, and improve customer satisfaction.</li><li class="leading-relaxed">Ensure strict compliance with all company policies, procedures, and client requirements.</li><li class="leading-relaxed">Operational Excellence:</li><li class="leading-relaxed">Act as a point of escalation for complex customer issues, offering expert guidance and support to supervisors and Well Guides.</li><li class="leading-relaxed">Collaborate with the Vice President of Member Service to develop and execute operational strategies and goals.</li><li class="leading-relaxed">Assist in the recruitment, onboarding, and training of new supervisors and Well Guides.</li><li class="leading-relaxed">Identify and implement continuous process improvements to enhance the overall effectiveness of the contact center.</li><li class="leading-relaxed">Client & Stakeholder Communication:</li><li class="leading-relaxed">Serve as a primary point of contact for internal and external stakeholders regarding performance and implementation status.</li><li class="leading-relaxed">Manage all client escalations, ensuring timely response and resolution.</li><li class="leading-relaxed">Prepare and present comprehensive performance reports to management, highlighting key achievements and areas for improvement.</li><li class="leading-relaxed">Present client-facing deliverables on a monthly and quarterly basis.</li><li class="leading-relaxed">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.</li></ul>Preferred Qualifications:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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</li><li class="leading-relaxed">Proven business acumen, sound judgment, critical thinking and analytical skills</li><li class="leading-relaxed">Demonstrated experience in managing direct reports and indirect reports</li><li class="leading-relaxed">Expertise in process improvement and change management within a contact center environment, with a strong eye for detail</li><li class="leading-relaxed">Solid understanding and hands-on experience with contact center KPIs (SLA, QA, CPH, AHT) and performance management methods</li><li class="leading-relaxed">Strong Leadership and coaching skills with a track record of developing high-performing teams</li><li class="leading-relaxed">Experience in supporting FMLA and ADA requests</li><li class="leading-relaxed">Proficiency in using contact center software, CRM, and ticketing systems</li><li class="leading-relaxed">Exceptional communication, interpersonal, and organizational skills</li><li class="leading-relaxed">Ability to thrive in a fast-paced, target-driven, and dynamic environment.</li><li class="leading-relaxed">Proven experience as a hands-on, embedded leader, adept at navigating and thriving in a fast-paced, changing landscape.</li></ul>Additional Job InformationWell 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.

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Take-Two Interactive Software, Inc. is seeking an Internal Audit Associate to join its NYC-based Internal Audit (IA) team. This role involves solving complex problems, managing enterprise risk, and working on high-impact projects for business processes and IT across the full audit lifecycle. The ideal candidate is proactive, collaborative, and capable of delivering high-quality support, comfortable in an agile environment, and possesses excellent communication skills. The position offers an opportunity to work in an innovative video game publisher committed to creativity and innovation.

Take-Two Interactive Software, Inc. is a leading developer, publisher, and marketer of interactive entertainment for consumers around the globe. We develop and publish products principally through Rockstar Games, 2K, and Zynga. Our products are designed for console gaming systems, PC, and mobile, including smartphones and tablets. We deliver our products through physical retail, digital download, online platforms, and cloud streaming services. For more information, visit

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We work hard, but we also like to have fun, and believe that we provide a great place to come to work each day to pursue your passions.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">The Challenge:</h2>We are a multi-national organization within the exciting world of entertainment seeking an Internal Audit Associate to join our NYC based Internal Audit (IA) team!Are you interested in solving complex problems and getting to the root of an issue? Do you have an eagerness to learn about managing enterprise risk? Are you fun-loving, enjoy all kinds of games and like to build connections with your peers and colleagues?Take-Two (T2) is looking for an Associate who is proactive, engaging, collaborative, and capable of delivering high-quality support to partners and colleagues within a framework of leading practice. The position includes working on high-impact projects for both T2 business processes and information technology (IT) across the full audit lifecycle.The ideal candidate should be comfortable with team collaboration, working within an agile and fast-paced environment, and providing polished and self-reviewed results. Excellent communication skills are vital, along with attention to detail, confidentiality, dedication, and a willingness to work hard and get the job done.In return, we can offer the opportunity to work in a cool environment for an innovative video game publisher committed to leading the field in creativity and innovation!<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">The T2 internal audit team:</h2>Our mission is to assist T2 management in the identification, evaluation, and mitigation of risk. Our work is focused on enhancing and protecting organizational value by providing independent and objective risk-based assurance, advice, and insight. We are committed to fostering and maintaining collaborative relationships, holding a reputation as a trusted reliable resource, and providing innovative risk and control solutions.Just a bit more about us so you get a flavor of our team … we are global team and pride ourselves as a service organization focused on providing Internal Audit, Sarbanes Oxley (“SOX”) Compliance and Risk Consulting services to the T2 enterprise. Most importantly, we have fun with our work and enjoy collaborating with each other. 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Ranked as one of the most creative and innovative places to work, creativity, innovation, efficiency, diversity and philanthropy are among the core tenets of our organization and are integral drivers of our continued success.</li><li class="leading-relaxed">Growth: As a global entertainment company, we pride ourselves on creating environments where employees are encouraged to be themselves, inquisitive, collaborative and to grow within and around the company.</li><li class="leading-relaxed">Work Hard, Play Hard. Our employees bond, blow-off steam, and flex some creative muscles – through corporate boot camp classes, company parties, game release events, monthly socials, and team challenges.</li><li class="leading-relaxed">Benefits. Medical (HSA & FSA), dental, vision, 401(k) with company match, employee stock purchase plan, commuter benefits, in-house wellness program, broad learning & development opportunities, a charitable giving platform with company match and more!</li><li class="leading-relaxed">Perks. Fitness allowance, employee discount programs, free games & events and stocked pantries.</li></ul>The pay range for this position in New York City at the start of employment is expected to be between $65,700 and $97,260 per Year. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards and eligibility to participate in our 401(K) plan and Employee Stock Purchase Program. 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Operations Manager, Member Services

Supervisor, Member Services

Job Details