Senior Manager of Operations

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

📋 Description

• Lead, Scale, & Coach Teams: Directly supervise the daily operations of the intake and orientation teams; guide staff on call quality, efficient outreach execution, and contemporary workflow standards.

• Drive Funnel Conversion & Velocity: Take ownership of top-of-funnel pipeline performance. Treat family inquiries as high-priority leads by ensuring prompt outreach (aiming for contact within 1 business day) and maximizing the conversion rate from inquiry to completed orientation.

• Promote Model Value & Reduce Friction: Ensure that families comprehend the clinical benefits of virtual ABA therapy while systematically minimizing pipeline no-shows, reschedules, and process delays.

• Govern Document & Data Operations: Manage high-volume, compliant data collection processes, including medical diagnosis collection, clinical escalations, and Release of Information (ROI) management across HubSpot and ClickUp.

• Champion Operational Agility: Embrace continuous improvement; swiftly translate daily performance trends into workflow modifications, adapt to rapid organizational changes, and address complex family onboarding escalations.

⛳️ Requirements

• Sales & Conversion Mindset: 3+ years of experience managing or supporting inside sales, intake pipelines, or high-volume customer success environments where speed-to-lead and conversion metrics were key performance indicators.

• Leadership & Scaling Background: Demonstrated experience in leading, scaling, and coaching team members within a high-volume, performance-oriented operations environment.

• High Tolerance for Ambiguity: A history of thriving in fast-paced, dynamic startup cultures; you see rapid process changes and adjustments as opportunities to enhance systems.

• Data & Tech Fluency: Highly proficient in navigating and extracting insights from modern CRMs, dialers, and task managers (experience with HubSpot, ClickUp, and Aircall is a significant advantage).

• Empathetic & Precise Communication: Outstanding verbal and written communication skills, capable of leading cross-functional initiatives internally while managing sensitive family dynamics with urgency and professionalism.

• Preferred: Experience in behavioral health, ABA therapy, pediatrics, or digital healthcare operations.

🏝️ Benefits

• Fully remote – work from anywhere in the U.S.

• Flexible hours with an async-friendly team culture.