Operations Manager, Digital Hub

Responsibilities

• Launch Stabilization & Daily Operations
• Tactical Execution & Stabilization: Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations.
• Operational Oversight: Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges.
• Seamless Handoffs: Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers.
• Resource Allocation: Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods.
• Team Leadership & Development
• In-the-Weeds People Management: Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary.
• Human-AI Collaboration: Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools.
• Continuous Tuning: Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy.
• Performance Management & Reporting
• Comprehensive SLA Attainment: Ensure the program consistently meets or exceeds SLAs across all channels. Track traditional metrics (Average Handle Time, Abandonment Rate) and AI-specific metrics (Containment Rate, Deflection Rate, AI-to-Human Escalation Accuracy).
• Root Cause Data Analysis: Leverage analytics dashboards to identify trends, digging deep into the root causes of early operational hiccups and translating data into immediate, tactical operational fixes.
• Cross-Functional Collaboration: Partner effectively with Product Operations, QA, Learning & Development, Product, and AI/Automation engineers to ensure program alignment, swift issue resolution, and the rapid deployment of necessary system patches during the stabilization phase.
• Compliance & Quality Assurance
• Regulatory

Benefits

Additional Information

Help Build the Future of Healthcare AI Infinitus is AI communications in service of patients. Healthcare is inherently complex and siloed. We're pioneering agentic communications to connect the entire system - any stakeholder, any channel, inbound and out. The result is intelligent care that reduces patient anxiety, increases speed to treatment, and enables teams to scale impact without stretching resources. Our system combines industry-leading safety guardrails with the largest dynamic knowledge graph built on millions of real-world interactions. It's why 44% of the healthcare Fortune 50 trusts Infinitus to turn fragmented touchpoints into seamless care for better patient outcomes. The Mission At Infinitus, our mission is simple: create time for healthcare by making access, adherence, and affordability easier than ever. We've automated over 7 million calls and 100M+ minutes of conversation - saving millions of hours for patients and providers. Backed by over $100M from top investors including Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue, we're a team that challenges the status quo and moves fast at the intersection of AI and healthcare. Infinitus was recently named to Fast Company's World's Most Innovative Companies and Business Insider's top startups in healthcare . We are seeking a highly motivated, hands-on Operations Manager to lead the launch and daily activities of our digital patient access hub. This is not a purely strategic role; we need a tactical leader who is ready to roll up their sleeves, get into the weeds, and actively drive the stabilization of a newly launched program. In this vital role, you will direct the end-to-end operations of a technology-enabled, dedicated patient support program, managing a dynamic, hybrid workforce composed of human-in-the-loop specialists and AI agents. You will ensure the seamless delivery of services including benefits verification, prior authorization support, and care coordination-while optimizing how AI handles routine inquiries, triage, and task automation. The ideal candidate brings a strong background in healthcare contact center operations, experience with AI integration, and the frontline leadership skills necessary to troubleshoot early-stage friction, drive rapid stabilization, and foster human-AI collaboration while meeting strict Service Level Agreements (SLAs).

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