Senior Manager, Virtual Care Operations

About the role

This role will oversee the daily execution of a 24/7 virtual care operation, with a focus on team leadership, service performance, and patient-facing operational support. You will partner closely with frontline leaders to keep workflows running smoothly, strengthen conversion and service outcomes, and address issues that require escalation. The position is highly cross-functional and data-driven, with accountability for both people leadership and operational performance.

Responsibilities

• Lead and develop Team Leads through regular 1:1 meetings
• Oversee hiring, onboarding, and performance management for a 24/7 operation
• Manage clinic queues and team performance in real time
• Ensure SLA performance and proactively address potential escalations
• Maintain SOPs and drive improvements in appointment conversion
• Resolve non-clinical escalations that exceed Lead authority
• Analyze pod-level data and report insights to the Director

Qualifications

• 5+ years in customer-facing operations, contact center, or healthcare operations, including 2+ years managing a team
• 3+ years leading frontline staff, preferably in a distributed, shift-based environment
• Experience with Epic software is required
• Strong ownership mentality and accountability for outcomes beyond direct control
• Analytical skills to interpret performance data and identify actionable insights
• Proficiency with multiple systems, including Salesforce, Slack, Teams, and Google Suite
• Strong written communication and documentation skills

Compensation

$120,000 – $140,000 annually

Schedule & Location

Remote — US-based candidates only; no visa sponsorship available. Hybrid schedule: Monday through Thursday onsite, Friday remote.

Benefits

• Weekly lunches and a stocked kitchen with healthy snacks
• Monthly social events organized by committees
• 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
• Stock options for all full-time employees
• Paid parental leave
• 401k benefit
• Commuter benefits
• Competitive health, dental, and vision insurance options