Omada Health · 8 hours ago
Member Operations Supervisor
Remote, USA
Full-time
Remote
Mid, Senior Level
$82K/yr - $102K/yr
5+ years exp
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Responsibilities
20% of your time is allocated to member-facing responsibilities, including assisting with email and phone escalations and solving Tier 3 tickets
80% of your time will be spent ensuring KPI and SLA targets are achieved or exceeded by managing daily operations, coaching individual contributors on performance and development, performing QA review, responding to tickets with bad CSAT
Manage and monitor the performance of individual contributors. This includes conducting regular performance evaluations on KPIs, setting clear performance objectives, providing performance coaching, and implementing strategies to foster professional growth and enhance overall team effectiveness. Additionally, initiating and leading Performance Success Plan discussions, offering comprehensive support, and supplying all necessary resources to ensure the development and success of team members.
Establish professional development plans with agents and partner with them on continuous learning
Oversee daily management system by ensuring adherence to schedule for phone and email ticket assignments, preventing tickets from aging, prioritizing urgent issues, and managing defects with a clear process and resolution path.
Respond to members who are dissatisfied with the resolution of their issue, categorize the root cause of bad CSAT, and ensure calibration among peers to maintain consistent categorization standards.
Conduct quality assurance on phone calls, applications and email tickets to ensure agents follow processes and procedures outlined in internal knowledge articles.
Oversee SME coordination to ensure timely completion of tasks related to knowledge management, MSK, applications, compliance & privacy, devices, bugs, EncircleRx
Author weekly updates and monthly meeting slide decks.
Review and manage timecard entries to ensure accuracy and completeness in timesheets which includes verifying that hours worked are correctly recorded, address discrepancies, and ensure that timesheets are filled out in compliance with company policies and deadlines.
Facilitate learning/coaching opportunities for your team as needed and take corrective action if necessary.
Leverage a team lead to help coach your team and develop their skills.
Perform performance reviews for your team.
Perform compensation review cycles to set pay for your team of associates, and team leads.
Participate in member ops recruiting & hiring cycles, including reviewing, interviewing, and scoring potential applicants, and contributing on the hiring committee as the key decision maker on the selection of agents and associates.
Communicate effectively within a remote team, including during live meetings and asynchronous communication channels.
Create content and facilitate standing team meetings to provide team updates, discuss observations, facilitate peer education, highlight achievements, and so on.
Drive alignment to achieve clarity and consistency in program delivery, training, and coaching expectations.
Represent the needs and perspectives of the member ops team to upper management.
Qualification
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Required
5+ years of knowledge management and/or training experience
Experience managing a team of 15 or more direct reports
Available to work an assigned shift within business hours from 8am-5pm PST
CRM experience
Exceptional verbal and written communication skills
Proficiency with the Google Suite applications, Slack, and Zendesk (bonus points)
Must be technically-minded and able to learn how to operate Omada Health’s internal systems
Ability to remain calm and courteous under pressure and provide leadership in tense situations, especially during busy hours
Genuinely interested in people, energized by teamwork, and excited to lead a geographically distributed and diverse team
5+ years of relevant experience with a Bachelor’s degree or additional equivalent/relevant years of experience in lieu of a Bachelor’s
Preferred
Background in the relevant industry or technical knowledge in the field that SMEs specialize in
A KCS (Knowledge-Centered Service) v6 Practices or v6 Internal Trainer certification
5+ years of contact center and/or customer service experience
Benefits
Competitive salary with generous annual cash bonus
Stock options
Remote first work from home culture
Flexible vacation to help you rest, recharge, and connect with loved ones
Generous parental leave
Health, dental, and vision insurance (and above market employer contributions)
401k retirement savings plan
Wellbeing Lifestyle Spending Account
Two giftable Omada enrollments per calendar year
Company
Omada Health
Omada Health is a digital behavioral medicine company that helps members change their mindsets to improve health and build lasting change.
501-1,000 employees
H1B Sponsorship
Omada Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (7)
2021 (5)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$528.52MKey Investors
FidelityPerceptive AdvisorsIntermountain Ventures
2023-01-01Debt Financing· $80M
2022-02-23Series E· $192M
2020-05-19Series Unknown· $57M
Leadership Team
Sean Duffy
Co-Founder and CEO
Adrian James
Co-Founder
Recent News
Business Insider
2024-10-29
Company data provided by crunchbase
