Hub Operations Manager

About the role

As Hub Operations Manager, you will provide strategic oversight and day-to-day leadership across Neovance programs, including HUB services, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs. You will lead and develop frontline Supervisors, translate client expectations and contracted performance metrics into action, and drive strong program performance across productivity, quality, turnaround time, staffing, employee engagement, and profitability. Working closely with Customer Success and cross-functional partners, you will resolve escalations, identify risks and root causes, and implement improvements that support effective program delivery.

Responsibilities

• Lead program operations: Provide strategic oversight and day-to-day leadership for assigned programs, and develop, implement, and evolve program management guidelines and expectations to drive results for the business and employees.
• Manage and develop Supervisors: Oversee Supervisor performance, participate in recruiting, write performance reviews, address personnel and performance issues, and support timely Individual Development Plans and Performance Improvement Plans. Develop direct and indirect reports through coaching, training, and career development, and ensure required staff administration processes are completed.
• Drive client and program performance: Understand and communicate contracted SLAs, KPIs, client expectations, and goals. Develop and oversee plans to meet productivity, quality, and turnaround time (TAT) metrics, minimize escalations to less than 1%, manage shrinkage effectively, reduce attrition, increase retention, and ensure program adherence to the contract.
• Strengthen quality and continuous improvement: Manage agent and program performance, assess escalation and remediation procedures, establish regular reviews of client metrics, downtime, and employee engagement, and use root cause analysis and data to address deviations and mitigate risk.
• Partner across the business: Work with Customer Success and cross-functional partners to support client requests, resolve issues, and ensure successful service delivery. Act as an escalation point for employee and Supervisor concerns and participate in skip-level meetings to stay connected to staff.
• Plan staffing and support hiring: Ensure programs are adequately staffed to achieve performance measures. Participate in recruiting and onboarding as needed, monitor program volume and staffing needs, and work with the Manager of Talent Acquisition to keep staffing forecasts aligned to program resource requirements.
• Manage program financial performance: Review program budgets and volume, adjust