Senior Manager, Contact Center

🔥 2 hours ago

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knownwell

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🏥 Healthcare

🧘 Wellness

🔥 Funding within the last year

💰 $26.1M Series B - knownwell on 2025-10

Healthcare • Wellness

knownwell is a US-based healthcare provider focused on weight management and obesity care. It operates nationwide virtual clinics and in-person clinics across multiple states, offers personalized programs (including primary care, nutrition counseling, body composition testing, remote patient monitoring and a GLP-1 medication program with Medicare Bridge), and partners with payers and health systems to expand access and improve outcomes. The company provides patient-facing services (including teen programs) and clinician networks for obesity treatment.

📋 Description

• Own inbound patient contact function and lead contact center operations • Structure the inbound team to reach the next level with specialized roles • Establish protocols, scripting, and escalation pathways for team standards • Build and own shift schedules across the PEC team, aligning staffing to forecasted call volume • End-to-end ownership of contact center performance including service levels, queue KPIs, and patient satisfaction • Final point of operational escalation for complex floor issues • Configure IVR, call routing, and queue structure for patient efficiency • Run consistent reviews and set QA standards for inbound PEC performance and development • Drive process development across functions and design workflows that scale

🎯 Requirements

• 7+ years in contact center / customer or patient experience operations, including 3+ leading and structuring a team • A proven builder — you've structured teams, designed role specialization, and led cross-functional process development • Deep fluency in the mechanics of a contact center: SLAs, workforce management, IVR/queue configuration, QA • Hands-on and humble about it — no task too small; you'll work the floor while the team is small • You think and act like an owner, restless about quality, and genuinely care about patients • Familiarity with healthcare contact center operations platforms (e.g., EHR, IVR, Voice AI) strongly preferred.

🏖️ Benefits

• Medical, dental, and vision insurance • 401K retirement plan with company match • Up to 20 days of PTO per year + company holidays • Up to 14 weeks of parental leave (12 for non-birthing parents) • Annual work from home stipend for remote employees