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About the Role

The Senior Operations Manager is responsible for the daily performance of the Care Concierge function for a dedicated pod of health system clinics and manages the team that delivers it. This role ensures Care Concierge agents are staffed, trained, coached, and meet consistent standards in a 24/7 operation to meet clinic SLAs without escalation. Success is measured by meeting SLAs at the lowest achievable cost per visit, converting scheduled appointments into completed visits, and preventing patient and partner escalations. The role leads through Team Leads, managing pod performance and developing Leads into capable supervisors.

Responsibilities

Manage and develop Team Leads with a consistent 1:1 cadence across day and overnight teams.
Own hiring, onboarding, performance management, and schedule coverage for a 24/7 operation.
Build an internal bench to promote Leads and Senior Agents from within.
Manage clinic queues, monitor team performance, and clear blockers in real time.
Own SLA performance and act on leading indicators before they become patient or partner escalations.
Maintain SOPs, review workflows, and drive appointment conversion improvements.
Resolve non-clinical issues (operational, access, scheduling, behavioral) that exceed Lead authority.
Identify clinical, safety, and privacy issues and route them immediately to the appropriate owner with documentation.
Interpret pod-level data and provide clear performance insights to the Director.
Provide inputs for volume and staffing models and flag forecast-versus-actual variances.
Support new clinic launches and rollouts, ensuring staffing, training, and SOPs are ready before go-live.
Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.
Provide status updates on open issues and escalate any changes to partner commitments.
Partner on scheduling, workflow improvement, and surfacing friction early with WFM and Operational Excellence.
Serve as the primary counterpart for clinical escalations and staffing with Clinical Operations.
Act as the operational counterpart supporting partner relationships with Growth, Account, and Program teams.

Requirements

5+ years in customer-facing operations, contact center, or healthcare operations.
2+ years directly managing a team.
3+ years leading frontline staff, with preference for distributed, shift-based team experience, including managing through a supervisory layer.
Epic experience is required.
Strong sense of ownership; accountable for outcomes not fully controlled.
Willingness to get into the details of partner operations.
Analytical capability to read performance data, find patterns, and act.
Comfort working across several systems and channels at once (Epic, Salesforce, Slack, Teams, Google Suite).
Strong written communication and documentation discipline.
Sound judgment about what to escalate, route, and resolve.
Health system or multi-site practice operations experience is strongly preferred.
Prior call center or contact center management experience is strongly preferred.
Experience in a regulated, compliance-heavy operating environment is strongly preferred.

Skills

People Management
Leadership & Coaching
Talent Lifecycle Management
Talent Development
Operations Management
SLA Management
Workflow Optimization
Escalation Management
Data Analysis
Reporting
Cross-functional Collaboration
Communication
Documentation
Judgment

Location

New York, NY

Work Type

Hybrid
Onsite (4 days/week)
Remote (Fridays)

Experience Level

Senior
5+ years of experience
2+ years of management experience
3+ years of frontline leadership experience

Salary/Compensations

$120,000 - $140,000 USD

Benefits

Monday to Thursday onsite work schedule with Fridays remote
Weekly lunches (Mon, Tues, and Thurs)
Stocked kitchen with healthy snacks and beverages
Monthly social committees for company events
18 vacation days
9 company holidays
5 sick days
2 personal days
Stock options for every full-time employee
Paid parental leave
401k benefit
Commuter Benefits
Competitive health, dental, and vision insurance options

About the Company

K Health's AI-powered virtual care engine is integrated with leading health systems to modernize the primary care loop by using AI to put humans first.
Offers clinical AI (PatientGPT) and access to care for patients.
Provides provider-serving agentic solutions (Perfect Note) to eliminate administrative overload and burnout.
Deploys Virtualists in AI-powered virtual clinics 24/7 to capture patient journeys, retain care within the system, and strengthen profitability for health systems.
Founded in 2016, headquartered in New York City.
Backed by over $443.5M from investors including Valor Equity Partners, Claure Group, Mangrove Capital Partners, 14W, Notable Capital, Lerer Hippeau, Primary Venture Partners, Comcast Ventures, PICO Venture Partners, Max Ventures, and other strategic healthcare partners.
Offers competitive compensation packages based on industry benchmarks for function, level, and geographic location.
Determines offer amounts based on candidate's experience and expertise.

Equal Opportunity

Proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws.
Deeply committed to building teams as diverse as the patients served and strive to cultivate an environment where everyone can bring their most authentic self to work.
Depend on differences to make the team stronger, the workplace more dynamic, and the product accessible to all users.
Committed to maintaining the integrity of the hiring process and ensuring a safe environment for all candidates.
All communication for job offers from K Health will come from email addresses ending in @khealth.com.
K Health will never ask for financial information during the recruitment process.
Will never use personal email accounts or other domains for official correspondence.
Official job postings are only listed on the official website and reputable job boards.
Caution advised regarding job offers from sources other than these platforms.