Senior Operations Manager, Member Engagement Contact Center - Remote

Overview

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

In Short

• Key leader responsible for driving contact center enablement and performance.
• Oversee workflow design, operational planning, and support functions.
• Manage training, quality assurance, scheduling support, and performance management.
• Translate campaign strategy into operational plans.
• Lead production planning and track progress against goals.
• Develop staffing forecasts and operational plans.
• Manage training and quality programs for agents.
• Implement AI and automation tools to enhance performance.
• Build and maintain performance tracking infrastructure.
• Drive data insights into actionable improvements.

Requirements

• 7-10 years in contact center operations, including 3-5 in a leadership role.
• Expertise in production planning within an outreach-driven environment.
• Skilled in contact center platforms (e.g., Genesys).
• Experience with AI and automation tools.
• Proven success in scaling training, QA, or scheduling operations.
• Strong analytical skills.
• Track record of translating strategy into operational execution.

Benefits

• Medical, dental, and vision insurance with 100% premium covered.
• Competitive salary and possible equity grant.
• Supplemental performance bonus opportunities.
• Relocation and travel reimbursement.
• Loan repayment support.
• Company-sponsored 401k plan + match.
• Generous paid time off.
• Comprehensive training provided.