Care Navigation & Support Specialist - Remote

Overview

As a Care Navigation & Support Specialist, you lead day-to-day execution, performance management, and operational readiness across Care Support and Navigation. You are responsible for supervising a rotating support team, ensuring SOP alignment, managing 24/7 roster planning, and owning escalations. You are the key driver of consistency and quality in client-facing operations and play a pivotal role in feedback loops and rollout readiness.

In Short

• Supervise daily task execution and provide real-time guidance to team members.
• Plan and manage 24/7 shift rosters for consistent coverage.
• Monitor performance and address training needs.
• Lead regular SOP audits for operational quality.
• Own escalation protocols and ensure follow-through on critical cases.
• Track and report team-wide performance metrics.
• Act as a liaison between Commercial and Product/Ops for launches.
• Validate new service workflows before go-live.
• Drive issue resolution across workflows and user journeys.
• Share insights to improve processes and user experience.

Requirements

• Experience in team supervision and operational management.
• Strong understanding of SOPs and quality assurance processes.
• Ability to manage 24/7 operations effectively.
• Excellent communication and cross-functional collaboration skills.
• Proficiency in performance tracking and reporting.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development.
• Dynamic and supportive work environment.
• Flexible working hours.
• Chance to make a significant impact in client-facing operations.