Senior Manager, Operational Transformation

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

📋 Description

• Take ownership of change readiness from start to finish, encompassing deployment, adoption, feedback, iteration, and a consolidated change calendar.

• Develop robust tools such as playbooks, intake processes, readiness trackers, and adoption dashboards.

• Advocate for frontline constraints to Product and Tech; influence release sequencing, pilot programs, launch readiness criteria, and go/no-go decisions.

• Manage milestone readiness, including ANOC and 1/1, by creating forums, systems, and accountability to address gaps.

• Equip frontline teams and leaders through scripting, knowledge sharing, communications, training, feedback loops, and manager enablement.

• Recognize secondary and tertiary impacts on scorecards, staffing, quality, and training.

• Foster partnerships across Guide teams and channels while designing organization-wide solutions.

• Leverage AI to consolidate feedback, draft communications and training materials, and prototype lightweight tools; collaborate with Prod Ops to implement sustainable solutions.

• Provide recommendations when channels face competing priorities and escalate significant cross-organizational trade-offs.

• Assess post-launch sentiment and adoption using Analytics and conduct retrospectives to establish repeatable launch practices.

⛳️ Requirements

• Over 5 years of experience in operations, program/change management, or operational transformation, including hands-on support for frontline or contact center teams.

• Proven capability to build: tools, automations, or sustainable systems that you have personally developed and that continue to be utilized by a team.

• History of driving change through influence rather than authority across teams not directly managed, serving as the operational counterpart to Product and Tech partners.

• Ability to navigate both high-level strategy and detailed execution: crafting narratives that senior leaders can act upon while also addressing intricate workflow details.

• Comfort in managing shifting priorities and re-sequencing tasks mid-project.

• Readiness to make recommendations based on incomplete information and convey difficult messages to senior stakeholders.

• Proficiency with AI tools, demonstrated by concrete examples of everyday applications.

• Experience in health plans, Medicare Advantage, or other regulated environments (preferred).

• Familiarity with contact center technology such as dialers, chat, workforce management, agent-assist, or AI tools (preferred).

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with minimal or no premiums.

• Generous paid time off policy.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all roles, excluding Director and above.

• Commission eligibility for sales positions.

• Parental leave program.

• 401K program.