Senior Manager, Operational Transformation

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $110k - $129.3k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Own change readiness end to end, including deployment, adoption, feedback, iteration, and a unified change calendar. • Build durable tooling including playbooks, intake processes, readiness trackers, and adoption dashboards. • Represent frontline constraints to Product and Tech; shape release sequencing, pilots, launch readiness criteria, and go/no-go decisions. • Own milestone readiness, including ANOC and 1/1, by establishing forums, systems, and ownership to close gaps. • Prepare frontline teams and leaders through scripting, knowledge, communications, training, feedback loops, and manager enablement. • Identify second- and third-order impacts on scorecards, staffing, quality, and training. • Build partnerships across Guide teams and channels and design organization-wide solutions. • Use AI to synthesize feedback, draft communications and training, and prototype lightweight tools; partner with Prod Ops to productionize durable solutions. • Make recommendations when channels have competing priorities and escalate genuine cross-organizational trade-offs. • Monitor post-launch sentiment and adoption with Analytics and run retrospectives to create repeatable launch practices.

🎯 Requirements

• 5+ years in operations, program/change management, or operational transformation, including direct experience supporting frontline or contact center teams. • Demonstrated build instinct: tools, automations, or durable systems you created yourself that a team still uses. • Track record of leading change through influence rather than authority across teams you did not manage, including as the operational counterpart to Product and Tech partners. • Ability to work at altitude and in detail: write the narrative a senior leader can act on and personally untangle workflow detail. • Comfort operating amid shifting priorities and re-sequencing work mid-flight. • Willingness to form recommendations on incomplete information and deliver hard messages to senior stakeholders. • Working fluency with AI tools, with concrete examples of day-to-day use. • Health plan, Medicare Advantage, or other regulated-environment experience (desired). • Experience with contact center technology such as dialers, chat, workforce management, agent-assist, or AI tooling (desired).

🏖️ Benefits

• Employer sponsored health, dental and vision plan with low or no premium • Generous paid time off • $100 monthly mobile or internet stipend • Stock options for all employees • Bonus eligibility for all roles excluding Director and above • Commission eligibility for Sales roles • Parental leave program • 401K program