Manager, Nursing Experience (NX), Support Services

About the Role

The Manager, Nursing Experience Support Services leads the non-clinical teams that keep a remote triage nursing operation organized, responsive, and supported across every shift. This leader oversees Shift Leaders who coordinate real-time nursing operations and non-clinical agents who assist nurses with administrative tasks, information, follow-up, and issue resolution. This is a visible, hands-on role for an energetic and self-motivated leader who brings urgency, sound judgment, and a strong bias for action. The successful candidate builds accountable teams, anticipates operational problems, and drives work through completion while creating an exceptional support experience for nurses.

Responsibilities

• Direct day-to-day support operations across a 24/7 environment, ensuring Shift Leaders actively manage coverage, queues, workload distribution, breaks, attendance issues, and escalations
• Monitor service level, speed of answer, abandonment, queue health, occupancy, adherence, productivity, and response time; intervene quickly when performance or service continuity is at risk
• Lead operational response during staffing instability, volume surges, client launches, severe weather, system outages, and other disruptions
• Coach and develop Shift Leaders and support agents while establishing clear expectations for service, accountability, communication, decision-making, and follow-through
• Align staffing decisions with forecasted demand, nurse qualifications, client requirements, and operational priorities
• Translate real-time conditions into staffing actions, including schedule adjustments, redeployment, coverage requests, and escalation of unresolved gaps
• Identify recurring staffing and scheduling patterns and help improve forecasting, scheduling, adherence, and intraday management
• Maintain an engaged leadership presence, recognize strong performance, address issues promptly, and build leadership depth through development and succession planning
• Standardize work flows, job aids, escalation practices, communication routines, and management processes across teams and shifts
• Use data, frontline feedback, root-cause analysis, technology, and automation to reduce manual work and prevent recurring problems
• Partner with Nursing Leadership and Quality when concerns require clinical review while keeping the support team within its non-clinical scope

Requirements

• Bachelor's degree in business, healthcare administration, operations, management, or a related field; equivalent leadership experience may be considered
• Five or more years of progressive leadership experience in contact center operations, healthcare operations, workforce management, or a similarly fast-paced service environment
• At least three years leading supervisors, team leads, or multiple operational teams
• Working knowledge of workforce management, queue management, contact center metrics, real-time operations, and performance reporting
• Demonstrated success developing leaders, improving processes, managing change, and holding teams accountable for results
• Strong analytical, communication, coaching, relationship-building, and problem-solving skills

Benefits

• Full-time salaried position
• Paid Time Off (PTO) accrual based on hours worked per year for all part-time and full-time employees
• 401(k) plan eligibility for all part-time and full-time employees
• Medical, dental, vision, and supplemental insurance options for full-time employees