Sr. Contact Center Operations Manager - Remote

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Job Description: Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform - including benefits navigation, care management, home care resources, health information management, and more - Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com . Job Summary: Under the direction of the Director of Call Center Operations, the Sr. Manager, Contact Center Operations will play an instrumental role in standing up and leading a net new Sharecare team supporting strategic member-facing healthcare services. This is a build role, not a maintain role - the successful candidate will be responsible for operationalizing and leading a new team from the ground up, with direct accountability for service level performance, member experience, and operational quality from launch forward. This is a transformative position that will define how Sharecare delivers a new line of contact center service. The role offers significant opportunity and exposure. The successful candidate will recognize, embrace, and support the philosophy, mission, values, and vision of Sharecare. Demonstration of these values will be evident by leadership practices, integrity, and a demeanor consistent with the culture of professionally representing Sharecare. Strategic thinking, operational discipline, executive client-facing presence, and considerable tact and diplomacy are all extremely important. Essential Functions: Operational Leadership - Stand up, develop, and lead a new contact center operation, including staffing, workflows, policies and procedures, process improvement, and technology configuration and infrastructure. - Oversee daily operations and performance of the team, including frontline agents, team lead, and workforce management resources. - Manage, coach, and develop staff to meet established performance standards; handle the disciplinary process when necessary to correct overall performance. - Monitor key performance indicators (Service Level, Abandonment, AHT, QA) and report on operational outcomes to Sharecare and client leadership. - Ensure customer issues are resolved promptly and thoroughly, with emphasis on long-term solutions and service recovery. - Maintain advanced working knowledge of phone systems, contact center platforms, IVRs, WFM tools, and digital engagement tools. - Drive consistency in service delivery to meet contractual outcomes and ensure positive member experience. Client Relationship & Strategic Partnership - Serve as the operational point of contact with client leadership, including weekly performance reviews, SLA discussions, and strategic operational planning. - Represent Sharecare in client-facing engagements; present operational performance with confidence and defend decisions with data. - Build strong cross-functional relationships across Sharecare (Operational Excellence, Workforce Management, Engineering, Account Management) to support business goals. - Identify opportunities to expand scope (additional channels, member journey support, new service lines) in partnership with Sharecare leadership and the client. Team Build & People Leadership - Hire, onboard, and develop a net new frontline team in partnership with Sharecare HR, Recruiting, and Operational Excellence. - Develop and implement engagement strategies to drive retention, performance, and team satisfaction in a remote-first environment. - Provide coaching, mentoring, and development for direct reports; identify professional development opportunities aligned to career growth. - Hold regular team meetings and one-on-ones to ensure effective communication, continuous training, and positive engagement. - Monitor staff attendance and performance daily. Process & Continuous Improvement - Develop and maintain Standard Operating Procedures (SOPs) and ensure adherence. - Analyze operational trends and conduct recurrent training as required based on monitored calls and QA findings. - Lead operational transitions including technology migrations and platform consolidations in coordination with engineering teams. - Identify and implement process improvements to enhance service efficiency, quality, and member outcomes. - Some travel may be required for client meetings, leadership engagements, and team off-sites (~5%) - Additional responsibilities may vary depending on need. Specific Skills / Attributes: - Builder mindset - comfortable standing up new operations from scratch and building the playbook - Bias toward action with sound judgm

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