Senior Manager, Business Operations

The Senior Manager, Business Operations is a sharp, systems-minded operator who takes ownership of the highest-leverage operational problems in the business. In the near term, this role will help drive productivity and quality gains across the Payer Enrollment business. Over time, it will flex into business-wide operational opportunities wherever the leverage is greatest. This is a role for someone who can learn a domain fast, build the playbook, drive relentlessly toward scale – and then go do it again somewhere new.

About this role:

This role sits at the intersection of operational excellence, cross-functional execution, and product-informed automation. You'll lead the operating teams doing the work, own measurable outcomes end-to-end, and partner with engineering, product, and operations leaders to close gaps, eliminate inefficiencies, and build compounding operational leverage.

You'll start by sinking your teeth into Payer Enrollment Follow-Ups – improving throughput and quality – and expand your mandate across the business as you build trust and a track record.

You will report to the VP of Business Operations. Base compensation for this role may land between $150,000–190,000, plus equity and benefits. Many factors are considered when determining pay including market data, geographic location, skills, qualifications, experience, and level.

Responsibilities:

Run the Business

• Own end-to-end outcomes for your area of responsibility and be accountable for SLA/SLO performance, quality, stakeholder satisfaction, and team throughput
• Lead the operating team executing the work, including on/offshore specialists: set clear goals, build capacity plans, run performance rhythms, and develop talent
• Serve as the primary operational point of contact for the customers and stakeholders you support; lead recurring and ad hoc reviews, own escalation resolution, and communicate proactively on risks and delays

Drive Operational Excellence

• Establish and track the metrics that matter – SLA/SLO attainment, cycle time, error/quality rates, utilization – and build the reporting infrastructure to see them clearly
• Conduct regular performance and workflow reviews; triage and prioritize work based on urgency, impact, and business criticality
• Identify and resolve root causes by coordinating cross-functional teams; close the loop with stakeholders with speed and professionalism

Build the Flywheel

• Map your operational workflows to find upstream and downstream leverage points – where handoffs break, where data is re-entered manually, where exceptions burn disproportionate time
• Partner with engineering and product to scope and ship automation, tooling improvements, and scalable process changes
• Translate operational patterns into structured recommendations and repeatable playbooks that scale beyond a single function – then identify the next operational problem worth owning

Qualifications: 

• 5+ years in strategy & operations, bizops, management consulting, or a similarly rigorous operational environment – you know complex, metrics-driven operations are run successfully
• 2+ years managing teams, including performance management, goal-setting, and team development
• Demonstrated ability to diagnose operational problems, build structure around ambiguity, and drive cross-functional solutions
• Strong analytical instincts – comfortable with owning a KPI dashboard, spotting trends, and building the case for process change
• Excellent written and verbal communication; you can run a client call and write a crisp exec summary with equal confidence
• Experience working with operational tooling (e.g. Airtable, Google Workspace, or similar); comfort picking up new systems quickly
• Curiosity and speed-to-competence in a new domain – you don't need to know Payer Enrollment on day 1, but you're confident you will know it by day 90

Nice to haves: 

• Exposure to healthcare, health tech, or a regulated industry
• Experience working with offshore or distributed teams
• Startup or high-growth environment experience

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