Senior Manager, Virtual Care Operations

The Senior Operations Manager owns the daily performance of the Care Concierge function for a dedicated pod of health system clinics, and manages the people who deliver it.

You are accountable for how Care Concierge agents are staffed, trained, coached, and held to a consistent standard across a 24/7 operation, so that clinics meet their SLAs without escalation. Success is measured on three outcomes: meeting SLAs by clinic at the lowest achievable cost per visit, converting scheduled appointments into completed visits, and preventing patient and partner escalations.

A full pod supports 35+ Care Concierge staff working both in-person and remotely, so you will lead through Team Leads rather than a long list of direct reports. Leads own shift supervision and first-line issue resolution. You own pod performance, including the Leads themselves, and developing them into capable supervisors is a core expectation of the role.

This role requires in-office presence in our New York office four days per week.

• Leadership & Coaching: Manage and develop Team Leads with a consistent 1:1 cadence across day and overnight teams.
• Talent Lifecycle: Own hiring, onboarding, performance management, and schedule coverage for a 24/7 operation.
• Talent Development: Build an internal bench to promote Leads and Senior Agents from within.

Run Daily Operations

• Operating rhythm: Manage clinic queues, monitor team performance, and clear blockers in real time.
• SLAs: Own SLA performance and act on leading indicators before they become patient or partner escalations.
• Workflow: Maintain SOPs, review workflows, and drive appointment conversion improvements.

Per the SOP for routing clinical and non-clinical escalations:

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