Senior Manager, Benefit Verification & Authorization Operations

Play a critical role in building and scaling BVA into a fully operational, high-performing service. In partnership with leadership, shape how the business operates and build the processes, structure, and operating model needed to support continued growth. This is a highly operational role for someone who enjoys building and evolving areas that may be manual, inconsistent, or still developing into clear, repeatable ways of working.

Responsibilities

• Partner with leadership to build and scale the BVA service, translating business priorities into operational plans and execution.
• Develop processes, workflows, SOPs, ownership models, handoffs, and operating rhythms to create a consistent and scalable operation.
• Evaluate current work processes and identify opportunities to simplify, standardize, automate, or redesign for future growth.
• Create clear ownership and accountability across the operation, ensuring teams understand roles, handoffs, and escalation paths.
• Identify operational risks and recurring pain points, solving root causes rather than relying on manual intervention.
• Establish clear expectations and measures for quality, productivity, service levels, capacity, and operational performance.
• Build reporting and operating cadences for leadership visibility into business performance and intervention needs.
• Use operational data to identify trends, understand root causes, prioritize improvements, and measure impact.
• Partner with Managers and Team Leads to identify performance gaps and create sustainable solutions.
• Develop quality assurance and process controls for consistency while maintaining operational efficiency.
• Improve volume and capacity planning to align staffing and resources with customer needs.
• Create feedback loops between frontline team members, leaders, customers, and cross-functional partners.
• Build a strong partnership with the AI Engineering team to develop tools and automation for BVA.
• Identify high-impact opportunities to reduce manual work and improve workflows through AI and automation.
• Translate operational problems into clear use cases and requirements for technical partners.
• Lead the operational implementation of new tools, including process changes, documentation, training, and adoption.
• Define and build the BVA customer experience from onboarding through ongoing service delivery.
• Develop a structured and repeatable onboarding process with clear expectations and information capture.
• Establish strong ongoing partnership practices with customers, including communication, performance discussions, and feedback processes.
• Gather and incorporate customer feedback into meaningful service improvements.
• Lead and develop BVA Managers and other leaders, setting clear expectations around ownership, performance, and leadership.
• Coach leaders to develop stronger problem-solving and operational management skills.
• Ensure Managers and Team Leads have the tools, processes, and information needed to effectively run their teams.
• Serve as a cross-functional partner, representing BVA operational needs across the organization.
• Communicate operational challenges, priorities, and tradeoffs clearly to leadership and stakeholders.
• Evaluate new opportunities and understand the operational requirements needed to support them.

Requirements

• 7+ years of experience in operations, service delivery, revenue cycle management, customer operations, or a related field.
• 3+ years of experience leading people leaders, including Managers and/or Team Leads.
• Demonstrated experience building, standardizing, and improving operational processes in a growing or changing environment.
• Experience managing complex operations using performance metrics, quality measures, and operational data to drive decisions.
• Proven ability to identify operational gaps, determine root causes, and implement scalable solutions.
• Experience leading cross-functional initiatives and partnering with teams outside of your direct organization.
• Experience building or improving customer onboarding, implementation, or ongoing service-delivery processes.
• Strong written and verbal communication skills, with the ability to work effectively across frontline teams, leadership, customers, and technical partners.
• Demonstrated ability to lead through ambiguity, manage competing priorities, and drive work from problem identification through implementation.

Benefits

• Competitive salaries
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Complimentary subscription to digital fitness classes and wellness content
• Recovery suite at HQ – includes a cold plunge, sauna, and shower

Pay

Compensation Range: $100K - $120K