Operations Manager

About Scene Health

Scene’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication non-adherence problem. Our mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins, anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health.

Operations Manager

Department: Patient Solutions

Reports To: VP of Operations

Preferred Shift: 12 pm - 8 pm (EST), rotating Saturday shifts as needed

About the Role

Scene Health is formalizing a new Operations Manager role to own the performance and compliance of our daily operations, including operational logistical planning, workflow management, and improving the efficiency and quality of our work across our telephony system and proprietary software. This role sits at the intersection of functional administration of the call center system, workforce management, and quality assurance — ensuring our Activation, Pharmacy, and Clinical Operations teams have the tools, training, and processes to reach patients efficiently and compliantly.

The ideal candidate has hands-on experience administering TalkDesk (or a comparable contact center platform), is comfortable owning metrics and reporting, and can translate operational pain points into system-level solutions. Additionally, this role requires direct interaction with frontline team members to deliver metrics, feedback, and information to them for performance management.

What You'll Do

Technology Operations & Functional Use

Serve as day-to-day lead for TalkDesk operational use, including user/permission setup, troubleshooting, issue escalation, reporting, and campaign management

Lead process improvement projects within TalkDesk to enhance Activation, Pharmacy, and Clinical Operations performance for inbound, outbound, and warm-transfer calling

Identify and implement automation opportunities for QA scoring, call disposition, phone number testing, and reporting workflows within TalkDesk and other operational systems

Collaborate with Patient Solutions, Product, and Engineering teams to translate operational needs into technical requirements and delivery timelines; work with the tech team to review builds and configurations

Set up and monitor new client campaigns and outreach efforts

Develop and maintain outreach/call lists, improve reach rate for our outbound services, and drive automation improvements in list-building across all Patient Solutions departments

Lead pre-launch configuration of internal telephonic systems and workflows and provide hands-on post-launch support, including outreach list creation and documentation of client-specific processes

Operational Performance & Quality Assurance

Own and report on core operational KPIs, including:

99.5% uptime of the call center platform and call lists

Reach rate

Average Handle Time (AHT)

Calls per Agent

Schedule Adherence

Occupancy rate

QA/compliance score, weighted for HIPAA and TCPA adherence

CSAT for the call center function

Call disposition accuracy

Productivity on core operational metrics

Conduct call and video engagement QA and document feedback; collate findings into continuous improvement initiatives for training, onboarding, campaign setup, and system readiness

Implement QA processes and performance tracking to monitor platform efficiency and user/patient experience

Build and maintain reporting on call center usage and metrics for Patient Solutions leadership

Workforce & Campaign Management

Manage call center headcount planning and campaign scheduling

Support workforce planning and outreach allocation based on volume forecasting and campaign metrics

Support performance tracking and management across Patient Solutions teams, including setting up data analyses and automated reporting systems.

Training & Enablement

Develop and deliver training on technical systems, computer configuration, and call disposition processes for frontline and calling teams

Design and deliver user training sessions for new technology rollouts and system enhancements

Document client-specific processes and departmental workflows to support scalability and regulatory compliance

Conduct shadowing sessions and leverage analytical processes/tools to understand areas for improvement and ensure best use

Vendor Management & Process Improvement

Contribute to vendor relationships and software optimization for TalkDesk and related calling infrastructure; schedule and lead vendor meetings as needed

Support the design and standardization of departmental processes and documentation to ensure scalability and regulatory compliance

Serve as an escalation point for complex call center issues, coordinating with cross-functional teams as needed

What You'll Bring

Experience administering a contact center platform (TalkDesk strongly preferred; comparable platforms considered)

Demonstrated ownership of call center KPIs (AHT, occupancy, reach rate, QA scoring) in a prior role

Familiarity with HIPAA and TCPA compliance requirements in a call/contact center context

Experience building or improving QA and disposition workflows, including automation and efficiency efforts

Strong cross-functional collaboration skills — comfortable translating operational needs into technical requirements alongside Product and Engineering

Experience with workforce planning, campaign scheduling, and volume forecasting

Comfort building training materials and leading internal enablement sessions for technical systems

Prior healthcare, health tech, or regulated-industry experience preferred

Proficient in verbal and written communication in Spanish

Compensation and benefits

Medical, dental and vision insurance

Short Term Disability

401(k) retirement plan

Paid vacation leave

Paid sick leave

Paid holidays

Professional development

Employee Assistance Program

Fully remote work

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