[Hiring] Manager of Care Operations @Rely Health

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Manager, Care Operations, you own the operational success of our care navigation programs across a 24/7, globally supported model. You lead a distributed team of Leads and Care Navigators and are accountable for continuity of care, team performance, and client outcomes. This role does not require around-the-clock availability, but it does require flexibility. Our work spans time zones, and strong leaders in this role are willing to adjust their schedule as needed to support overseas teams, manage escalations, and ensure smooth handoffs between shifts. This is not an 8–5 role—it’s a leadership position in a fast-moving startup environment. You’ll thrive here if you’re comfortable with ambiguity, take ownership of outcomes, and enjoy building structure as you scale. • Leadership & Team Coaching • Directly manage and mentor the navigator team. • Build a cohesive, high-performing culture across a remote and in-person workforce. • Act as the second line of defense for complex patient journeys or operational bottlenecks escalated by care navigators. • Operational Excellence • Translate high-level direction from executive leadership into clear, actionable workflows for regional and offshore teams. • Oversee a 24/7 operating model by ensuring strong shift handoffs, clear ownership, and service continuity. • Ensure adherence to national and local processes, Medicaid requirements, and client-specific workflows. • Metrics & Client Success • Analyze site metrics to identify trends, gaps in service, or opportunities for efficiency. • Partner with the Client Success and Product team to ensure our performance meets and exceeds contractually obligated metrics and KPIs. • Work horizontally with the Technical Trainer and QA Team to identify training gaps and ensure AI Companion performance meets our high standards. Qualifications • Bachelor's degree in Healthcare Administration, Business Administration, or related field • 4+ years progressive experience in operations management, preferably in healthcare or related industries • 5+ years in healthcare operations or case management leadership • Proven experience managing remote teams and "managing managers" (Leads) • Demonstrated success in managing complex client relationships • Strong analytical skills with the ability to interpret complex data and make data-driven decisions • Experience in customer facing roles • Experience with healthcare technology platforms and product development cycles, including: • Electronic Health Record (EHR) systems (Epic, Cerner, Meditech, etc.) • Care management or patient navigation platforms • Product development and implementation lifecycles • Proven track record of driving operational improvements • Strong background in Medicaid and Behavioral Health (strongly preferred) • Exceptional analytical skills—able to turn metrics into a coaching plan Requirements • Experience in startup or high-growth environments • Experience working in Emergency Department or hospital setting • Experience building programs from ground up • Background in direct patient care, community health, or care coordination • Strong background in healthcare technology implementation and product development • Product/AI/LLM experience with focus on operational applications Competencies (Knowledge/Skills/Abilities) • Excellent communication skills, both written and verbal, with the ability to effectively interact with all levels of the organization and external stakeholders • Proficiency in project management methodologies and tools • Demonstrated ability to translate operational needs into technical requirements • Track record of driving technology adoption and user engagement • Knowledge of healthcare regulations and compliance requirements • Experience in process improvement methodologies • Track record of successful change management • Ability to drive strategy and operational planning • Ability to drive initiatives based on data-driven decision making • Ability to adapt to a changing environment • Experience with product development and operational implementation • Ability to manage multiple priorities in a fast-paced environment • Proficiency using Google Suite, Microsoft Suite and Mac OS Working Conditions Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated. Benefits • 401(k) • Dental insurance • Health insurance • Vision insurance • LT/ST Disability and Life Insurance • Technology reimbursement • Paid time off (Vacation, Sick, Holiday) • Paid Parental leave • Professional development