Senior Operations Manager, Member Engagement Contact Center (Remote)

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.

The Opportunity

The Senior Operations Manager, Member Engagement Contact Center is a key leader responsible for driving contact center enablement and performance. You will oversee the workflow design, operational planning, and support functions that empower frontline teams to meet engagement goals including: Training, Quality Assurance (QA), Scheduling Support, production planning, and performance management. Your work ensures agents are prepared, accountable, and operationally equipped to deliver results.

Key Responsibilities

Production Planning & Campaign Execution

• Translate campaign strategy into operational plans; ensure workflows are built and agents are trained to execute on time.
• Lead daily, weekly, and monthly production planning: tracking progress against our goals and adjust operational levers as needed.
• Own workforce management: develop staffing forecasts and translate them into operational plans ensure the right coverage across teams and queues.

Training & Quality Programs

• Manage and support the Training Manager and QA Lead to drive agent preparedness, consistency, and performance.
• Oversee onboarding and ongoing training; ensure content is current, role-specific, and aligned to goals.
• Ensure QA tools and review cadences support targeted coaching and quality improvement.
• Use insights from QA, training, and performance data to close gaps and improve execution.
• Identify, evaluate, and implement AI and automation tools that enhance training, QA, and ultimately performance, such as platforms for AI-assisted coaching, sentiment analysis, and performance-linked training.

Scheduling Support Operations

• Lead the Scheduling Support team managing confirmations, reminders, reschedules, and route optimization.
• Build and refine the team’s tools and workflows to increase visit completion and slot utilization.
• Monitor performance, implement improvements, and ensure alignment with contact center and campaign goals.

Performance Management

• Build and maintain infrastructure for performance tracking and accountability (dashboards, scorecards).
• Own real-time monitoring: ensure team leads are equipped with insights and tools to track agent activity.
• Partner with Training, QA, and team leads to turn data into action, identifying and addressing workflow, behavior, or system gaps.

What You Bring

• 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 identifying, testing, or implementing AI and automation tools to improve performance, QA, or training in a contact center
• Experience building or managing performance management systems
• Proven success scaling at least one of: training, QA, workforce management, or scheduling operations
• Strong analytical skills; ability to turn data into insights and action
• Track record of translating strategy into day-to-day operational execution

Bonus Points

• Experience in healthcare, health tech, or Medicare Advantage
• Background in startup or high-growth environments

Benefits

• Medical, dental, and vision insurance with 100% of monthly premium covered for employees
• 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

What Shapes Homeward:

• Deep commitment to one another, the people and communities we serve, and to provide care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
• Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!

The base salary range for this position is $106,650- $125,550  annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.
Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

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