Operations Manager

Position Summary:

We are seeking a highly skilled and experienced Operations Manager for the rapid evolution of one of MacroHealth’s key Strategic Business Units. The ideal candidate will be responsible for wide-scale process improvement, development of documented standard operating procedures, and the implementation of robotic process automation and artificial intelligence to quickly advance the business. Additionally, this individual will be responsible for establishing and managing key performance indicators (KPIs), maintaining world-class SLAs, overseeing third party vendors, and leveraging data to improve our customers’ experience. This leader, in partnership with the General Manager, will identify the target operating model and ensure the talent is put in place to help the business achieve future objectives. This role requires an individual with a strong entrepreneurial mindset, ideally, prior turnaround experience, and a demonstrated track record in operational management. 

Please note: this team works 7:30am to 4:30pm PT daily and will be the required working hours for this role. 

Key Relationships: General Manager, SVP Operations, Senior Client Care Specialist

Key Accountabilities:  

Drive Customer Satisfaction and Service: 

Develop a deep understanding of customer requirements. Ensure operational activities align with customer expectations and requirements. Anticipate customer issues and put mechanism in place to rapidly correct and resolve any issues that arise. Maintain high levels of customer satisfaction. Play a key role in regular monthly and quarterly business reviews with customers. 

Create and Lead a High-Performance Team:  

Identify the future state target operating model and ensure the talent is put in place to help the business achieve future objectives. Lead, mentor, and develop the operations team to ensure high performance and professional growth. 

Drive Operational Efficiency and Performance:  

Implement wide-scale process improvement, develop documented standard operating procedures, and advance the business using modern process and technology capabilities such as: robotic process automation and artificial intelligence. Establish and manage key performance indicators and metrics, maintain world-class SLAs, and oversee third-party vendors.

Manage External Vendors and Partners:  

Develop and maintain strong relationships with external vendors and partners to ensure quality, reliability, and cost-effectiveness. Negotiate contracts, terms, and agreements with vendors and partners, and monitor vendor performance and compliance. Conduct site and operational reviews with vendors and partners to ensure their efforts support the overall standards established by the business.

Knowledge, Skills and Abilities: 

• Experience with Lean Six Sigma  

• Experience in establishing and managing key performance indicators and metrics, maintaining world-class SLAs, and overseeing third-party vendors 

• Excellent communication, negotiation, and relationship-building skills, with experience in managing external vendors and partners 

• Strong leadership skills, with experience in leading, mentoring, and developing high-performance teams 

• An entrepreneurial mindset, with the ability to think strategically and drive innovation and change Technical operations experience

Required Education and Experience:  

• Bachelor's degree in Business Administration, Operations Management, or a related field. An MBA or advanced degree is preferred 

• A minimum of 10 years of experience in operations management, with a demonstrated track record of success in driving operational efficiency and performance 

• Prior experience in process improvement, development of standard operating procedures, and implementation of robotic process automation and artificial intelligence 

• Strongly preferred: experience working in the travel assistance/travel insurance space 

Location: Fully remote within US or Canada

Hours: This role is required to work 7:30am to 4:30pm Pacific Time 

Travel: Approximately six times a year to our Vancouver, BC and Kirkland, WA offices

Core Competencies: 

One Team:  

Act as one team with fellow MacroMates and customers  

Value humility, low ego, and collaboration  

Maintain an All for One, One for All attitude 

Deliver on Promises:  

Do the right thing  

Do what you say you will do  

Work with a sense of urgency and transparency 

Macro Thinking:   

Challenge yourself and others to think boldly, bigger, and into the future  

Lead with a Growth Mindset  

Act as a thought leader for the healthcare industry 

MacroHealth is an equal opportunity employer.