Senior Manager, Contact Center

Responsibilities

• Structure the inbound team to reach the next level — moving beyond a generalist structure into clear, scalable, specialized roles as volume grows.
• Establish protocols, scripting, and escalation pathways — set clear standards and priorities and identify gaps that need clarity.
• Build and own shift schedules across the PEC team, aligning staffing to forecasted call volume and patterns of demand.
• Plan for and adjust to shrinkage — both planned and unplanned (PTO, training, absences, attrition), reallocating coverage in real time to protect service levels.
• Forecast staffing needs and surface headcount gaps to the Director of Central Operations with data to support the case.
• Partner with the Patient Outreach & Engagement Manager to define shared practices, mutual redundancy, and clean hand-offs across inbound and outbound.
• End-to-end ownership of contact center performance — service levels, queue KPIs (abandonment rate, wait time, handle time), and patient satisfaction (CSAT).
• Own the number, not just the activity. Reporting and dashboards that give the team and leadership real visibility into trends — and that you use to manage proactively.
• Final point of operational escalation for complex, systemic floor issues.
• Own configuration of the IVR, call routing logic, and queue structure, ensuring patients reach the right resource efficiently.
• Assign coordinators to queues and skills based on competency, volume, and SLA priorities, and adjust dynamically as conditions change.
• Partner with third-party vendors (e.g., Zoom Contact Center, after-hours nurse services) to optimize configuration and resolve technical issues.
• Translate QA findings into targeted coaching, retraining priorities, and process changes.
• Drive process development across functions — design and document workflows and SOPs that scale, and partner across teams to fix root causes, not just symptoms.
• Spot recurring themes in patient questions and complaints, quantify the impact, and turn them into data-backed recommendations that reduce volume at the source.

Qualifications

• 7+ years in contact center / customer or patient experience operations, including 3+ leading and structuring a team - ideally in healthcare or another regulated, patient- or customer-facing environment.
• A proven builder — you've structured teams, designed role specialization, and led cross-functional process development, and you bring playbooks you can put to work on day one.
• Deep fluency in the mechanics of a contact center: SLAs, workforce management, IVR/queue configuration, QA, and the analytical instincts to manage to KPIs and diagnose issues from data.
• Hands-on and humble about it — no task too small; you'll work the floor while the team is small and the systems are being built, then scale yourself out of it.
• You think and act like an owner, you're restless about quality, and you genuinely care about the patients your team serves.
• Familiarity with healthcare contact center operations platforms (e.g., EHR, IVR, Voice AI) strongly preferred.

Pay & Perks

• Coverage of Medical, Dental, and Vision insurance
• Competitive salary
• 401K retirement plan with company match
• Up to 20 days of Paid Time Off (PTO) per year + company holidays
• Annual work from home stipend for remote employees

About the Role

We are a weight-inclusive healthcare company that is changing the way obesity care is delivered. We offer weight management, primary care, nutrition counseling, and health coaching. Our care model combines in-clinic and virtual care to bring support to patients where and when they need it.