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This role leads operational excellence, quality, and reliability for a Care Excellence team operating 24x7 support operations. You will own end-to-end performance across SLAs, resolution quality, compliance, and user experience, while managing a team of Specialists and Associates.
Key responsibilities include:
**Ownership & Performance Management**: Own Care Excellence team performance across SLAs, resolution quality, compliance, and user experience. Monitor team productivity, QA outcomes, and SLA adherence. Proactively identify risks, trends, and gaps, driving corrective actions. Ensure consistency and reliability in service delivery during peak loads and high-risk periods.
**Metrics & Insights**: Be the single owner for team metrics, dashboards, and insights. Translate operational data into actionable narratives for roadmaps and decision-making. Highlight key risks, trends, improvements, and trade-offs. Partner with stakeholders to continuously improve metric definitions and reporting quality.
**High-Risk Deployments & Incident Management**: Be directly involved in critical deployments, launches, or operational changes. Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures. Drive closure of RCA action items and embed learnings into SOPs, training, and workflows.
**Strategic Projects & Care Model Development**: Lead strategic initiatives bridging operational and experience gaps. Own exploration and setup of call-based support and other care delivery mediums. Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models.
**White-Glove & Enterprise User Experience**: Ensure elevated service standards for white-glove and enterprise users. Act as escalation owner for sensitive or high-impact enterprise cases. Align with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reporting.
**People Leadership**: Lead and develop Associates and Senior Associates through coaching, performance check-ins, and capability building. Partner with Specialists on roster management for effective 24/7 coverage. Build team readiness for complex, high-risk, and enterprise-grade care scenarios.
**Process Improvement & Collaboration**: Identify manual, repetitive, or high-risk workflows and propose scalable improvements. Work with Product & Tech teams on automation and tooling. Maintain accurate SOPs, documentation, and knowledge bases. Represent Care Excellence insights in cross-functional and leadership forums.
**Requirements**: 4 to 6+ years of experience in operations, support, or service delivery roles in a tech company. Comfortable providing shift flexibility to address critical escalations and coverage gaps. Proven experience leading remote/global teams in SLA-driven, high-volume environments. Strong RCA, problem-solving, and stakeholder management skills. Comfortable working with dashboards (FreshDesk, Zendesk) and operational data. Ability to balance empathy with decisiveness. Experience in 24x7 or global operations is a strong plus. Healthcare tech background is a plus.
