We are seeking a Senior Manager, Care Operations to lead day-to-day Health Coach operations across our Michigan and Ohio markets. In this cross-market leadership role, you’ll partner closely with the Director of Care Operations to standardize care delivery, operationalize new initiatives, and translate strategy into measurable results. This is an ideal role for an operations athlete, someone who thrives in ambiguity, leads with empathy and accountability, finds energy in building systems and empowering people, and is passionate about cultivating a strong, cohesive culture across distributed health coach teams.

What you’ll do

As the Senior Manager, Care Operations, you’ll oversee and support a team of Health Coach Managers across the Detroit and Cleveland markets, ensuring they have the tools, guidance, and leadership needed to manage their teams effectively and deliver high-quality, patient-centered care. You’ll serve as the point of contact for daily execution, workforce planning, and frontline escalations, helping troubleshoot barriers and maintain operational stability. You’ll monitor performance metrics, productivity, and quality indicators, translating data into coaching opportunities and improvement strategies. You’ll help roll out new tools and processes, foster cross-functional collaboration, and oversee quality assurance activities in partnership with the Care Operations Associate to ensure consistency and accountability across markets.

Key areas you’ll add value:

• Directly manage Health Coach Managers across Michigan and Ohio, fostering a culture of empathy, accountability, and high performance.
• Support team development and create feedback loops between the field and leadership.
• Own daily execution and frontline escalations; troubleshoot operational blockers to maintain continuity.
• Use dashboards and productivity reports to support individual and team coaching.
• Drive the adoption of new workflows and ensure alignment with strategic goals.
• Lead execution of Health Coaching QA protocols in partnership with the Care Operations Associate.
• Identify gaps in process or quality and collaborate cross-functionally to implement improvements.
• Roll out tools and initiatives from Central Operations and ensure localized adoption across markets.

What you’ll bring

• 5+ years of healthcare operations experience, including 3+ years in people leadership, ideally managing managers or distributed teams.
• Proven success in care delivery, care coordination, or community health environments.
• Operationally savvy; strong instincts for building systems, solving problems, and driving execution.
• Comfort using dashboards, reports, and performance data to manage and coach teams.
• Experience leading cross-team or cross-market change, including rollout of new tools, protocols, or workflows.
• Strong communication and relationship-building skills across levels and functions.
• Deep familiarity with value-based care and population health.
• Ability to assess root causes of underperformance and coach individuals toward improvement.
• Able to synthesize field insights and data into action.
• Willingness to travel across Central and Northeast Ohio, as well as Detroit.

Preferred experience

• Experience leading teams across multiple sites or markets
• Background in health coaching, population health, or value-based care
• Familiarity with EHRs, Salesforce, or other care management tools
• Start-up or high-growth healthcare experience

Personal Characteristics

• Demonstrates humility and accountability for outcomes and is willing to roll up sleeves and lead by example
• Calm under pressure and comfortable navigating change
• Values collaboration, equity, and patient-centered care
• Skilled at balancing empathy with accountability

This is a full-time, exempt, salaried position. Commensurate on candidate experience, the expected base salary range for this role is $118,000-$140,000.