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Salary: USD 110,500 - 150,000 / annual
Devoted Health seeks a Senior Manager, Document Services to oversee daily operations and long-term strategy for the Document Services function. This role bridges membership operations with core health plan and medical group functions, ensuring accurate document flow that enables members to receive appropriate care and support.
You will own the operating model for two distinct programs: Inbound Correspondence and Outbound Print Production. Key responsibilities include:
• Establish and monitor operating standards for intake, routing, turnaround times, and escalation paths across both programs
• Build capacity and forecasting plans that anticipate membership growth and seasonal volume fluctuations
• Create durable, repeatable tooling including playbooks, intake processes, readiness trackers, adoption dashboards, and KPIs
• Leverage AI technology and reporting tools to analyze trends and drive operational improvements
• Develop monitoring and communication plans that provide stakeholders with early visibility into risks, delays, and volume shifts
• Represent Document Services to Product and Technology teams, articulating constraints and scalability needs
• Serve as primary contact for cross-functional partners including Compliance, IT, Marketing, and Product/Technology teams
• Build trusted partnerships across operations stakeholders by understanding their constraints and designing solutions that optimize for the whole organization
• Partner with Compliance to maintain audit-ready documentation and ensure regulatory and contractual compliance
• Oversee vendor relationships for inbound mail/fax and outbound fulfillment, including performance standards, scorecards, business reviews, and issue resolution
• Manage department budget on behalf of the Director and VP of Membership Operations
Required Skills and Experience:
• 7+ years in operations, correspondence management, print production, or closely related function
• 3+ years managing people, ideally including management of other managers
• Demonstrated experience scaling operational programs through tools, automations, or durable systems you created
• Strong analytical skills with ability to build reporting from operational data and communicate to non-operational audiences
• Track record of leading change through influence across teams you do not manage
• Ability to work at both strategic and tactical levels: write narratives for senior leaders and personally resolve workflow details
• Comfort operating amid shifting priorities and re-sequencing work without losing team alignment
• Willingness to form recommendations on incomplete information and deliver difficult messages to senior stakeholders
• Working fluency with AI tools with concrete examples of day-to-day usage
Desired Skills and Experience:
• Health plan, Medicare Advantage, or other regulated-environment experience
• Familiarity with CMS requirements for member communications, including timeliness and alternate formats
• Vendor management experience including performance oversight, invoice validation, and budget accountability
• Experience with print/fulfillment vendor platforms, POD workflows, and mail tracking
