Operations Manager, Member Service Operations (Healthcare)

Location: Dallas, Texas, United States — on-site

Base salary: $95,000–$110,000 per year, plus annual bonus.

Company

hirify.global is a specialty care platform connecting members with leading specialists, dedicated care teams, and cost-effective care for surgery, cancer care, infusions, and other services.

What you will do

• Manage the day-to-day operations, goals, metrics, campaigns, workflows, and resource allocation for the SMS and hirify.global Outbound Contact Centers.
• Lead four Supervisors and the QA Lead while supporting a reporting structure of more than twenty-five teammates.
• Own monthly, quarterly, bi-annual, and annual performance reporting and provide analysis and solutions to leadership.
• Oversee personnel escalations, performance management, coaching, mentoring, scheduling, and leadership coverage.
• Develop and validate outbound scripts, SOPs, job aids, and the hirify.global Outbound quality assurance program.
• Operationalize company initiatives, support projects within budgets and timelines, collaborate across departments, and travel up to 10%.

Requirements

• 5+ years of customer service or contact center experience, or a bachelor's degree; healthcare experience is preferred.
• Experience managing and mentoring Supervisors or other frontline leaders and leading a contact center environment.
• Familiarity with reporting and analytics tools; Salesforce experience is preferred.
• Excellent written and verbal communication, strong ownership, independence, agility, and time and task management skills.
• Knowledge of care coordination and case management concepts is preferred.
• Bilingual skills, including English-Spanish or another language, are preferred.

Nice to have

• Healthcare experience and knowledge of care coordination or case management.
• Salesforce experience.
• Bilingual English-Spanish or other language skills.

Culture & Benefits

• Medical, dental, and vision insurance.
• Short- and long-term disability insurance and life insurance.
• 401(k) with company match.
• Paid time off and paid parental leave.
• Culture centered on logic, inclusion, grit, humanity, integrity, collaboration, and continuous improvement.

Hiring process

• Apply to the role; the Talent Acquisition team will contact selected candidates to discuss the interview process.