Manager, Central Operations - Better Life Partners

Job Title: Manager, Central Operations
Job Location: Manchester, NH
Job Listing URL: https://jobs.lever.co/betterlifepartners/bd60ecfe-a913-4c01-b15f-cdbea9927968
Job Description: Who we are:
At Better Life Partners, we provide what it takes to heal from addiction. Wherever. Whenever.

We work alongside community-based organizations to meet our members where they are, no matter what recovery looks like to them. By combining virtual and in-person counseling, community support, and access to life-saving medication, we help people move beyond addiction to find belonging, love, and purpose.

If you’re looking to roll up your sleeves and meet hard challenges head-on, then we’re looking for you.

The role:
The Manager of Central Operations is responsible for overseeing the performance, quality, and daily operations of the contact center team. Leading a group of Associates, the Manager ensures exceptional member experiences, and operational efficiency. This role aligns daily operations with organizational objectives and ensures compliance with 42-CFR, Part 2 and HIPAA regulations. The Manager will provide training, coaching, and support to Associates, while driving operational efficiency and fostering a culture of empathy, accountability, and continuous improvement. The Manager of Central Operations will report directly to the Vice President of Central Operations.

Unless otherwise specified, this position is remote (work from home). Candidates must reside in one of the following states: Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, Vermont, or Connecticut.
What you will do:
Team Leadership & Development:
Directly supervise, mentor, and develop a team of 8-12 Associates define clear distinction between the Associate I and II roles and establish a pathway for career growth
Establish clear performance expectations, Key Performance Indicators, and quality standards; conduct regular evaluations and coaching
Partner with the VP of Member Engagement & Operations to cascade organizational priorities and ensure they’re operationalized across member-facing teams
Build a high-performing, inclusive team culture rooted in accountability, service excellence, and professional development
Deliver onboarding, training on new processes, and continuing education training to Associates
Maintain and enhance the Central Operations knowledge base as a resource for training, live support, and process documentation
Operational Excellence:
Lead daily operations of the contact center to meet or exceed service level agreements (SLAs), call/text quality standards, and response time metrics
Ensure effective workforce planning, develop and maintain SOP documentation, and support cross-functional initiatives to improve efficiency and member satisfaction
Identify opportunities to streamline workflows and collaborate with key stakeholders on implementing solutions
Quality, Compliance & Improvement:
Partner closely with VP of Member Engagement & Operations to align goals, review insights, and co-develop action plans in response to audits, member feedback, and performance gaps
Champion a culture of quality assurance, patient/member safety, and continuous improvement
Ensure operations adhere to all applicable healthcare regulations, including 42-CFR, Part 2 and HIPAA regulations
Maintain and enhance the Central Operations knowledge base as a resource for training, live support, and process documentation
Data-Driven Performance Management:
Analyze contact center metrics (e.g., average speed to answer, call satisfaction, ticket close time) to identify trends and inform decision-making
Prepare monthly performance reports and develop individual Associate scorecards
Support the development, tracking, and achievement of Central Operations team goals
Collaboration & Communication:
Serve as the day-to-day operational point person for cross-functional partners, including Medication Management, Medical Assistants, Revenue Cycle Management, and Market Operations to ensure seamless service delivery and operational alignment
Communicate updates, policy changes, process changes, and training to Associates and cross-functional partners
Represent Central Operations in enterprise-wide initiatives, transformation projects, and pilots
Guide Associates to coordinate effectively with members, providers, pharmacies, and others to ensure accurate delivery of services including prescriptions, prior authorizations, and care coordination
You are a good fit if you have:
Bachelor’s degree in healthcare management or related field required
3-5 years of progressive leadership experience in healthcare, mental health, or contact center operations
Strong understanding of healthcare regulations and, the medication prescribing lifecycle, and the needs of diverse member populations
Proven ability to lead teams, manage change, and influence stakeholders in a complex and fast-paced environment
Excellent analytical skills with a demonstrated ability to use data to drive performance and innovation
Highly organized with exceptional attention to detail and time management
Proficiency in Google Workspace and contact center tools (e.g., Five9, Salesforce, Zendesk)
Work location requirements:
BLP operates in hybrid and remote work environments, which allows us to better meet our members and partners where they’re located. Candidates applying for this role must be willing and able to travel locally within the communities we serve and/or travel to onsite meetings as expected in coordination with their department and business needs.
When working from home, the requirements include:
When working from home, the requirements include:
Must have reliable internet service with a fast upload/download ability
Ability to ensure any protected health or proprietary data/information is not visible (or audible) to others in any work location
Must have a quiet space to speak to members, team members, or external partners with minimal background noise and distractions