Manager, Operational Controls

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily implementation of operational control monitoring across designated teams and programs.

• Ensure that monitoring complies with established frameworks, scoring logic, definitions, standard procedures, and calibration processes.

• Consistently apply control definitions while considering the context of the program.

• Manage the volume, frequency, and depth of monitoring based on operational risk, channel, and lifecycle phase.

• Adjust staffing and focus during critical launch and hypercare phases.

• Directly supervise and cultivate the skills of Operational Controls Analysts through setting expectations, prioritization, performance standards, onboarding, skill enhancement, and coaching.

• Enhance team resilience by facilitating cross-training across various programs and monitoring activities.

• Maintain clear boundaries between monitoring, remediation, coaching, and training.

• Reinforce established decision rights and escalation processes.

• Conduct initial quality assessments.

• Prepare and present escalation inputs for governance meetings and partner teams.

• Collaborate with the Associate Director to ensure monitoring readiness for new programs, channels, and operational modifications.

⛳️ Requirements

• Bachelor’s Degree is mandatory.

• A minimum of 3 years of experience leading operational, quality, audit, or monitoring teams in a complex environment.

• Experience in patient services or related fields, including specialty pharmacy distribution, patient care coordination, operational workflows, and managed care knowledge.

• Proven leadership skills, including coaching and performance management.

• Experience working within regulated and/or risk-based frameworks.

• Exceptional attention to control definitions and supporting evidence.

• Strong judgment and analytical reasoning abilities.

• Capable of communicating clear and actionable insights to stakeholders.

• Demonstrated critical thinking, utilizing technology and data for effective call quality monitoring and achieving KPIs.

• Ability to uphold scope, standard procedures, and governance discipline in uncertain environments.

• Highly skilled in MS Office applications, quality monitoring, contact center results analysis, and reporting.

• Experience using technology and data to enhance monitoring outcomes.

• Familiarity with Salesforce, Verint, Genesys, Five9, and other quality monitoring systems.

• Bilingual proficiency in Spanish and English with excellent reading, writing, and speaking skills.

• Preferably experienced in supporting omni-channel or technology-enabled operations, particularly during launch/hypercare phases and in regulated environments.

• Experience in developing calibration routines, QA playbooks, and monitoring standard procedures is preferred.

• Six Sigma certification is a plus.

🏝️ Benefits

• Performance-based cash incentive.

• Potential eligibility for annual equity awards, based on role level.

• Comprehensive health benefits.

• Life insurance benefits.

• Disability coverage.

• 401(k) plan with company contributions and matching.

• Vacation time.

• Personal days off.

• Holidays and additional leave options.

• Reasonable accommodations for individuals with disabilities.