Manager, Operations - TELS

Position Summary:     

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Manager, Operations – TELS Services position, you’ll lead a team of Operations Specialists responsible for delivering exceptional service and seamless operational execution for TELS Services customers. You’ll drive team performance through strong leadership, data-informed decision making, and continuous improvement of workflows, systems, and service delivery to ensure consistent, high-quality outcomes for our customers.

Skills Needed:

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.

• Makes Quality Decisions - Makes swift and sound decisions that propel objectives forward. Hunts for crucial qualitative and quantitative data. Balances thorough analysis with wisdom, experience, and judgment for informed decision-making.

• Optimizes Work Processes - Streamlines workflows by harnessing data, AI, and technology. Identifies opportunities for efficiency and incorporates new processes and technology. Defines new success measures.

• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.

• Leverages AI & Business Insight - Leads with an AI-First mindset infusing technology into customer solutions and workflows. Harnesses the power of AI and data to cut through noise and inform decisions. Blends business savvy, financial acumen, industry knowledge, and tech expertise to set priorities.

What You’ll Do and Impact:

• Lead and develop a team of Operations Specialists to deliver exceptional service, quality, and productivity outcomes for TELS customers and Partners.

• Hire, coach, and develop Operations Partners through performance management, regular feedback, individual development plans, and career pathing.

• Oversee day-to-day service operations and serve as the escalation point to resolve internal and external operational challenges.

• Analyze operational data and performance metrics to monitor team effectiveness, identify trends, and drive improvements in service delivery.

• Conduct root cause analysis on operational challenges and implement sustainable solutions that improve efficiency and customer outcomes.

• Lead operational transformation initiatives by identifying opportunities to redesign workflows, adopt new technologies, and evolve how work is performed to improve scalability and performance.

• Partner with Product, Engineering, and AI teams to refine workflow tools for customers and internal Partners and advocate for system improvements based on operational insights and customer feedback.

• Establish and communicate performance metrics to track results and ensure operational accountability.

• Collaborate with business leaders to develop and execute operational plans that support team and organizational priorities.

• Provide insights to TELS senior leadership on operational trends, challenges, and opportunities to inform business strategy.

• Support additional operational initiatives and projects as needed.

Experience:

• Bachelor’s degree with a business focus

• 3+ years of experience in a customer service, field service, or similar environment, with demonstrated leadership experience while in role

• Experience leading and/or mentoring others and assuming progressively greater responsibilities within a team

Additional Items of Interest:

• 2+ years of successful team leadership

• Experience leading or working within a platform business

• 1–3 years of experience managing a departmental budget or P&L

Job to be performed in the location listed. Generous benefit package available.

Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

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