Senior Manager, Service Operations & Excellence (Member Care)

📋 Description

• Own and continuously optimize the Member Care technology ecosystem, including Zendesk
• Serve as the primary operational partner between Member Care and Product, Engineering, and Business
• Drive performance of automated and conversational AI experiences by monitoring intent accuracy
• Lead operational readiness for new products, policies, features, and company initiatives
• Identify and resolve operational friction through data analysis, targeted pilots, and workflow

🎯 Requirements

• 7+ years of experience in contact center operations, CX technology enablement, program management
• Hands-on experience configuring and optimizing contact center platforms, ticketing systems, and
• Translating complex operational needs into clear requirements and partnering effectively across
• Using data to diagnose operational friction and drive decisions, with experience in Looker or
• Driving multiple cross-functional initiatives with strong program management, prioritization

🎁 Benefits

• Comprehensive healthcare plans
• Family-building benefits (fertility and adoption/surrogacy support)
• Flexible time off
• Annual wellness stipend
• Free OneMedical memberships for you and your dependents
• CLEAR Plus membership