Service Delivery and Operations Manager

Role Overview

The Service Delivery and Operations Manager leads the execution engine that activates members and ensures every member concern is resolved to standard. This is an operations and people-leadership role focused on team performance, SOP adherence, SLAs, and continuous improvement within established process guardrails.

Core Deliverables

• Team Leadership & Performance Management: Coach and manage the Support Team, including daily capacity planning and scheduling within a workforce model.
• Process Execution & SOP Adherence: Run activation and customer-service processes and hold the team accountable to goals and procedure adherence.
• Activation & SLA Ownership: Meet or exceed activation targets and resolve member concerns within defined SLAs.
• Continuous Improvement Within Guardrails: Identify inefficiencies, diagnose root causes, and implement solutions without unilaterally changing the SOP.
• Data-Driven Decision Making & Forecasting: Build and maintain dashboards/analytics for capacity, activation, and SLA performance; forecast staffing needs and flag emerging risks early.

Required Qualifications

• 7+ years experience in an operations leadership role managing a team in a high-volume, SOP-driven service/support environment (e.g., call center/member services).
• Strong root-cause and process-analysis skills; translate findings into data-backed recommendations.
• Experience administering a workforce/staffing model (scheduling, capacity planning, coaching to metrics).
• Ability to hold a team accountable to defined process and SLAs.
• Proficiency with CRM and telephony/contact tooling (e.g., Salesforce, RingCentral) or equivalents.
• Strong general management and team leadership (day-to-day operations and longer-term development planning).

Preferred Qualifications

• Experience in digital health, healthcare services, or a regulated service environment.
• Early-stage startup experience.