Senior Manager, Virtual Care Operations (AI)

Location: New York, NY; in-office Monday through Thursday, with Fridays remote

Salary: $120,000–$140,000 USD annually

Company

hirify.global provides an AI-powered virtual care engine for health systems, patients, and providers, including clinical AI and virtual clinics operating around the clock.

What you will do

• Own daily performance for a Care Concierge pod supporting health system clinics and lead operations across a 24/7 service.
• Manage and develop Team Leads through regular coaching, hiring, onboarding, performance management, and coverage planning.
• Monitor clinic queues, team performance, SLA indicators, workflows, and appointment conversion.
• Resolve non-clinical escalations and route clinical, safety, privacy, and compliance issues to the appropriate owners.
• Analyze pod-level data, support staffing and volume models, and report performance insights and variances to the Director.
• Support clinic launches, translate partner requirements into operating processes, and coordinate with WFM, Clinical Operations, Growth, Account, and Program teams.

Requirements

• 5+ years of experience in customer-facing operations, contact center, or healthcare operations, including 2+ years managing a team.
• 3+ years leading frontline staff, preferably in distributed, shift-based operations and through a supervisory layer.
• Epic experience is required.
• Strong analytical, written communication, documentation, judgment, and ownership skills.
• Ability to work across Epic, Salesforce, Slack, Teams, and Google Suite.
• Must work from the New York office Monday through Thursday; Friday is remote.

Nice to have

• Health system or multi-site practice operations experience.
• Prior call center or contact center management experience.
• Experience in a regulated, compliance-heavy operating environment.

Culture & Benefits

• Monday–Thursday onsite schedule with Friday remote work.
• 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days.
• Paid parental leave, commuter benefits, and competitive health, dental, and vision insurance.
• Stock options for every full-time employee and a 401(k) benefit.
• Weekly lunches, a stocked kitchen, and monthly social committees.