Operations Manager, Digital Hub

Key Responsibilities

• Tactical Execution & Stabilization: Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations.
• Operational Oversight: Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges.
• Seamless Handoffs: Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers.
• Resource Allocation: Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods.
• Team Leadership & Development: In-the-Weeds People Management: Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary.
• Human-AI Collaboration: Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools.
• Continuous Tuning: Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field (equivalent operational experience may be considered).
• 5+ years of progressive leadership experience in a healthcare contact center, Patient Access Hub, or specialty pharmacy environment.
• Minimum of 5 years of direct people management experience.
• Proven experience leading new program launches or go-lives, with a documented track record of driving rapid operational stabilization.
• Experience managing, integrating, or optimizing AI agents, chatbots, or intelligent automation within a contact center or operational workflow.