Operations Manager, Culture & Engagement - Urology

The Opportunity

Aeroflow Health is seeking an Operations Manager, Culture & Engagement to lead and develop operational teams across our growing Urology business. This role is heavily focused on coaching leaders, driving accountability, strengthening team performance, and creating scalable people operations practices that support rapid organizational growth.

Your Primary Responsibilities

• Lead and develop frontline leaders and supervisors responsible for day-to-day operational performance.
• Ensure operational teams consistently meet productivity, quality assurance, policy adherence, and performance expectations.
• Oversee the performance management cycle for operations teams, including regular 1:1s, coaching, and performance reviews.
• Coach leaders through employee development, accountability conversations, conflict resolution, and performance improvement initiatives.
• Reinforce accountability and consistency across teams while maintaining a positive and development-focused culture.
• Develop and implement career pathing and professional development plans for direct reports.
• Review operational trends, team performance, and quality outcomes to identify coaching opportunities and operational improvements.
• Support scalable team growth by helping operational leaders adapt workflows, staffing approaches, and employee development strategies.
• Support operational scalability by partnering on staffing strategy, team structure, and workforce planning initiatives.
• Support the implementation of new workflows by preparing teams for change and managing adoption.
• Partner with call center leadership to optimize team structure, operational consistency, and role clarity.
• Build strong, trust-based working relationships across teams to support collaboration and execution.
• Foster a high-accountability, development-focused culture that supports employee engagement, retention, and operational excellence.
• Address and resolve complex employee relations issues and team conflicts in partnership with HR.

Skills For Success

• Leadership Through Leaders: Comfortable managing through supervisors and indirect reporting structures.
• Operational Coaching: Balances employee development with accountability to performance expectations.
• Accountability Driver: Helps team members stay aligned to performance metrics, quality expectations, and commitments.
• Change Leadership: Able to guide teams through growth, evolving workflows, and operational change.
• Performance Coach: Proven track record of developing talent and driving individual and team performance improvements.
• Conflict Resolution Expert: Effectively addresses and resolves interpersonal and operational conflicts.
• Scalable Mindset: Understands how to maintain consistency and team effectiveness in rapidly growing environments.
• Proactive Communicator: Comfortable setting expectations, giving feedback, and keeping teams informed.
• Team Builder: Able to foster a strong sense of camaraderie, psychological safety, and shared goals.
• Empathetic Leader: Strong ability to connect with, motivate, and understand team members.

Required Qualifications

• 3–5+ years of experience leading operational teams, including experience managing through frontline leaders, supervisors, or indirect team structures preferred.
• Experience managing and mentoring operational teams in a fast-paced environment.
• Proven experience coaching leaders on accountability, employee development, and performance management.
• Strong communication and interpersonal and conflict resolution skills, including experience navigating difficult employee conversations.
• Demonstrated ability to drive accountability, operational consistency, and follow through on team development commitments.
• Demonstrated ability to support organizational scalability and team effectiveness during periods of growth or change.
• Ability to manage multiple priorities related to team needs and organizational goals.
• Intermediate to advanced proficiency in Google Sheets and/or Microsoft Excel.