Operational Transformation, Senior Manager

About the role

The Operational Transformation, Senior Manager role is the single point leader for Guide-facing change readiness. It bridges strategy and execution—rolling out workflow changes cleanly, managing cross-team dependencies, and getting ahead of downstream impacts like scorecards, training, and staffing before they become problems. This role depends on trusted relationships across every Guide team and channel, ensuring solutions work for the whole organization rather than one team. It’s fundamentally a builder’s role: creating tools and mechanisms that turn readiness into durable infrastructure instead of repetitive effort for every launch. This is essential for AI work and broader scale initiatives, including outbound queue consolidation, advanced-dialer optimization, and other enterprise-wide transformations.

Responsibilities

• Own change readiness end-to-end: deployment, adoption, feedback, and iteration for every Guide-facing operational change, including maintaining a unified change calendar visible to leadership.
• Build tooling that makes change repeatable: playbooks, intake processes, readiness trackers, and adoption dashboards. Ensure anything repeated runs as durable, self-serve tooling rather than manual documentation.
• Serve as the Guide-facing counterpart to Product and Tech: represent frontline constraints in roadmap and design, shape release sequencing and pilots, and co-own launch readiness criteria and the go/no-go bar.
• Own milestone readiness, including ANOC and 1/1. Establish forums, systems, and ownership to surface and close gaps before each date.
• Prepare the frontline and their leaders: ensure scripting, knowledge, comms, training, and feedback loops are in place before a change lands, and equip managers to lead their teams through it.
• Anticipate second- and third-order impacts: surface consequences for scorecards, staffing, quality, and training early rather than discovering them post-launch.
• Build trusted partnerships across every Guide team and channel: learn how each operates and what constraints it carries, then design solutions that work for the whole organization.
• Use AI as a working tool: synthesize open-text Guide feedback into themes, draft comms and first-pass training, and prototype lightweight tools without waiting on a dev queue—then partner with Prod Ops to productionize what proves durable.
• Carry the recommendation when channels want different things: develop a clear point of view, bring people along, and escalate only genuine cross-org trade-offs.
• Run post-launch monitoring and retrospectives: track sentiment and adoption on a set cadence with Analytics, and turn one-time launches into repeatable plays.

Success looks like: adoption targets hit quickly with ~85% of the team at goal; scale initiatives delivering measurable OPEX savings instead of headcount growth; and each launch taking less effort than the one before.

Requirements

• 5+ years in operations, program/change management, or operational transformation, including direct experience supporting frontline or contact center teams.
• Demonstrated build instinct: tools, automations, or durable systems you created yourself—not only specified for someone else—that a team still uses.
• A track record of leading change through influence rather than authority, across teams you did not manage, including as the operational counterpart to Product and Tech partners.
• Ability to work at altitude and in detail: write narratives senior leaders can act on, and personally untangle workflow details that could otherwise break the launch.
• Comfort operating amid shifting priorities, re-sequencing work mid-flight without losing the thread or the team.
• Willingness to form recommendations on incomplete information, deliver hard messages to senior stakeholders, and maintain strong relationships afterward.
• Working fluency with AI tools, with concrete examples of how you use them in your day-to-day work.

Qualifications

• Health plan, Medicare Advantage, or other regulated-environment experience (ANOC / AEP / 1-1 readiness cycles).
• Experience with contact center technology—dialers, chat, workforce management, or agent-assist and AI tooling.

Pay

$110,000 - $129,274 annually

The pay range listed is the range the organization reasonably and in good faith expects to pay at the time of posting. The actual base salary offered will depend on factors including qualifications, years of relevant experience, specific skills, education, certifications, and location.

Benefits

• Employer-sponsored health, dental, and vision plan with low or no premium.
• Generous paid time off.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for all roles excluding Director and above; commission eligibility for Sales roles.
• Parental leave program.
• 401K program.

Our total rewards package is for full-time employees only. Intern and contract positions are not eligible.