Senior Manager, Service Delivery

Senior Manager, Service Delivery The Opportunity: Join the team transforming how millions of people access musculoskeletal (MSK) care by leading the "Human Engine" of our Support Operations. As we bifurcate our operations into specialized Digital and Service Delivery functions, you will own the Service Delivery mandate: ensuring the empathy, complex resolution, and operational excellence of our human support teams. This is not a "maintain the status quo" role; we need a Builder and Fixer. You will inherit a high-performing team and be tasked with leveling up our operational rigor—repairing feedback loops with QA and L&D, shifting our culture from "monitoring dashboards" to "decision-making based on data," and grooming the next generation of leadership. You will be the architect of a support organization that scales with our rapid growth while maintaining the human touch that defines our member experience. What You'll Accomplish: - In your first 3 months: You will conduct a deep-dive assessment of the "Current State" across Member Support, Tech Support, and Internal Tools, building trust with your direct reports (level 1 and 2 managers) and establishing yourself as the primary owner of the "Human Workforce." - In your first 6 months: You will overhaul the feedback loops between Service Delivery and our enabling partners (QA, L&D, and Digital Enablement), ensuring that actionable data is used to drive quality and CSAT improvements rather than just reporting on them. - In your first year: - You will successfully groom your more ‘seasoned’ managers toward "Manager of Managers" readiness, moving them beyond day-to-day firefighting into strategic operational leadership. - You will drive operational intelligence, shifting the team's operating cadence from reactive ticket management to proactive, AI/data-backed decision-making that will significantly improve operational efficiency and the Member experience. - You will guide your ‘newer’ managers to move beyond task management to true performance coaching, preparing our support specialists for a future where they handle high-complexity, high-empathy interactions that AI cannot resolve. Who You Are: - A "Builder/Fixer": You thrive in environments where the playbook is being rewritten. You don't just execute existing processes; you identify "broken plumbing" (inefficient workflows, poor data loops) and ruthlessly fix it. You excel in the “Hustle” principle. - A Talent Developer: You embody our "Lead at all Levels" principle. You have a proven track record of developing managers, not just individual contributors, and you measure your success by the growth of your team. - Data-Driven Strategist: You don't just read dashboards; you interpret them. You connect operational metrics (AHT, CSAT, Resolution Rate) to the broader business strategy and explain why trends are happening and propose necessary changes for improvement. This demonstrates the "Accountability" principle for not only your organization but the broader company. - Resilient & Adaptive: You are comfortable navigating ambiguity and can offer clear direction to your team even when the path forward isn't fully defined embodying the “Effective Communication” principle. Basic Requirements: - 7+ years of experience in Support Operations, Service Delivery, or Customer Experience in a high-growth technology or healthcare environment. - 3+ years of people management experience, specifically managing other managers (M2/M3 level) or leading large, multi-tiered teams. - Proven "Turnaround" Experience: Demonstrated success in diagnosing operational inefficiencies and implementing process improvements that resulted in measurable gains in Quality, CSAT, or Efficiency. - Operational Rigor: Strong command of support metrics and the ability to partner with QA and L&D to drive performance improvement. Preferred Requirements: - Healthcare Background: Experience navigating the complexities of healthcare support, including HIPAA ... (truncated, view full listing at source)