Manager – Support Operations & Excellence
| Company | Wellist |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years leading high-performing customer service or care coordination teams, ideally in healthcare, wellness, or other service-driven industries
- Experience operating in high-growth, resource-constrained environments where expectations evolve rapidly
- Proven ability to drive performance through metrics, coaching, and operational leadership
- Strong comfort with data, metrics, and making decisions that improve team outcomes
- A balance of empathy and urgency—you move fast and lead with care
- Experience managing hybrid or distributed teams
Responsibilities
- Roll up your sleeves at our Copley Boston office five days a week, eight hours a day—answering calls, resolving cases, and stepping in wherever help is needed
- Know the operations inside and out, using that knowledge to build better systems and directly improve outcomes
- Travel to Connecticut (minimum of 4 days a month) to shadow, support, and coach our Patient Ambassadors—ensuring every patient interaction meets our highest standards
- Guarantee a high-quality, personalized experience for every employee and patient we support
- Serve as the point of escalation for complex or sensitive situations—resolving them thoroughly and with compassion
- Identify user pain points, streamline workflows, and continuously refine scripts and protocols
- Partner with client executives to ensure alignment with clinical, operational, and safety priorities
- Deliver clear, timely client communications and trainings as needed
- Set, track, and uphold clear service standards (e.g., response time, satisfaction scores, enrollment metrics)
- Manage daily team schedules and coverage to support both proactive and inbound outreach
- Lead daily huddles and regular performance reviews; use each interaction as a chance to coach and improve
- Model excellence—showing your team exactly what ‘great’ looks like and constantly raising the bar
- Provide real-time 1:1 coaching for Wellbeing Specialists (Boston) and Patient Ambassadors (Connecticut)
- Create development plans that help each team member grow—and ensure those plans align with company needs
- Lead hiring, onboarding, and ongoing training as the team scales
Preferred Qualifications
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No preferred qualifications provided.