Manager, Outreach and Engagement - Complex Care

Accountabilities:: Lead and supervise outreach coordinator supervisors, supporting the overall performance, development, and effectiveness of the Complex Care Outreach team. Foster a collaborative and supportive team culture through regular coaching, performance feedback, goal setting, and professional development. Develop and maintain data-driven performance management systems to monitor productivity, quality, operational targets, and team progress. Analyze performance trends, identify improvement opportunities, and implement strategies to strengthen outreach effectiveness and patient engagement. Design, document, optimize, and continuously refine operational workflows to improve efficiency and ensure consistent service delivery across programs. Collaborate closely with Complex Care leadership and managers across interdisciplinary teams to align operational priorities and achieve shared objectives. Act as the primary point of contact for the outreach team, independently addressing people-management concerns and operational challenges. Partner with product, technology, and cross-functional teams to improve operational tools, explore automation opportunities, and leverage AI-assisted solutions. Contribute to workforce planning, team expansion, operational audits, and the development of scalable processes that support organizational growth. Requirements: At least 4 years of experience in service operations, contact centers, digital support, healthcare operations, or a related field, with responsibility for quality and productivity outcomes. At least 3 years of people management experience, ideally leading frontline operational teams or supervisors. Strong analytical capabilities, with the ability to interpret operational data, establish measurable targets, monitor performance, and translate insights into actionable improvements. Proficiency in using analytical tools and performance metrics to support operational decision-making; experience creating dashboards and reporting tools is highly desirable. Strong technological aptitude, with the ability to quickly learn new systems, adapt to evolving workflows, and identify opportunities to improve operations through automation and AI. Excellent communication and interpersonal skills, including the ability to provide empathetic feedback, communicate operational priorities, and escalate risks effectively to leadership. Demonstrated ability to build, mentor, and scale high-performing teams in a dynamic, fast-growing environment. A proactive, resourceful, and detail-oriented leadership approach, combined with strong problem-solving skills and a genuine commitment to supporting both employees and patients. Previous experience designing or implementing AI-powered tools is considered an advantage. Benefits: Annual base salary ranging from $73,000 to $98,000, depending on qualifications, relevant experience, skills, education, certifications, and work location. Employer-sponsored medical, dental, and vision insurance plans, with low or no employee premiums. Generous paid time off. Monthly mobile or internet stipend of $100. Stock options available to all employees. Bonus eligibility for employees, excluding Director-level positions and above. Comprehensive parental leave program. 401(k) retirement savings program. Additional employee benefits and rewards. Fully remote work opportunity within the United States.