Manager, Central Operations

What you will do:

• Team Leadership & Development:
• Directly supervise, mentor, and develop a team of 8-12 Associates define clear distinction between the Associate I and II roles and establish a pathway for career growth
• Establish clear performance expectations, Key Performance Indicators, and quality standards; conduct regular evaluations and coaching
• Partner with the VP of Member Engagement & Operations to cascade organizational priorities and ensure they’re operationalized across member-facing teams
• Build a high-performing, inclusive team culture rooted in accountability, service excellence, and professional development
• Deliver onboarding, training on new processes, and continuing education training to Associates
• Maintain and enhance the Central Operations knowledge base as a resource for training, live support, and process documentation
• Operational Excellence:
• Lead daily operations of the contact center to meet or exceed service level agreements (SLAs), call/text quality standards, and response time metrics
• Ensure effective workforce planning, develop and maintain SOP documentation, and support cross-functional initiatives  to improve efficiency and member satisfaction
• Identify opportunities to streamline workflows and collaborate with key stakeholders on implementing solutions
• Quality, Compliance & Improvement:
• Partner closely with VP of Member Engagement & Operations to align goals, review insights, and co-develop action plans in response to audits, member feedback, and performance gaps
• Champion a culture of quality assurance, patient/member safety, and continuous improvement
• Ensure operations adhere to all applicable healthcare regulations, including 42-CFR,  Part 2 and HIPAA regulations
• Maintain and enhance the Central Operations knowledge base as a resource for training, live support, and process documentation
• Data-Driven Performance Management:
• Analyze contact center metrics (e.g., average speed to answer, call satisfaction, ticket close time) to identify trends and inform decision-making
• Prepare monthly performance reports and develop individual Associate scorecards
• Support the development, tracking, and achievement of Central Operations team goals
• Collaboration & Communication:
• Serve as the day-to-day operational point person for cross-functional partners, including Medication Management, Medical Assistants, Revenue Cycle Management, and Market Operations to ensure seamless service delivery and operational alignment
• Communicate updates, policy changes, process changes, and training to Associates and cross-functional partners
• Represent Central Operations in enterprise-wide initiatives, transformation projects, and pilots
• Guide Associates to coordinate effectively with members, providers, pharmacies, and others to ensure accurate delivery of services including prescriptions, prior authorizations, and care coordination

You are a good fit if you have:

• Bachelor’s degree in healthcare management or related field required
• 3-5 years of progressive leadership experience in healthcare, mental health, or contact center operations
• Strong understanding of healthcare regulations and, the medication prescribing lifecycle, and the needs of diverse member populations
• Proven ability to lead teams, manage change, and influence stakeholders in a complex and fast-paced environment
• Excellent analytical skills with a demonstrated ability to use data to drive performance and innovation
• Highly organized with exceptional attention to detail and time management
• Proficiency in Google Workspace and contact center tools (e.g., Five9, Salesforce, Zendesk)

Work location requirements:

• BLP operates in hybrid and remote work environments, which allows us to better meet our members and partners where they’re located. Candidates applying for this role must be willing and able to travel locally within the communities we serve and/or travel to onsite meetings as expected in coordination with their department and business needs.

When working from home, the requirements include:

• When working from home, the requirements include: 
• Must have reliable internet service with a fast upload/download ability
• Ability to ensure any protected health or proprietary data/information is not visible (or audible)  to others in any work location
• Must have a quiet space to speak to members, team members, or external partners with minimal background noise and distractions