Senior Manager, Services

| Greater Boston Area | Hybrid
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Wellframe is a Boston-based digital health management company focused on building the next generation of infrastructure for care delivery by combining clinical medicine and mobile technology. We’re using our system to deliver more personalized treatments, optimize the management of large patient populations, and dynamically organize health care resources around the needs of patients. We partner with health insurers, hospitals, device companies, and outpatient clinical settings to bring the highest standards of preventive medicine to patients with complex medical and social needs using a tech-enabled approach to care delivery.

Position Overview:

The Senior Manager, Services will lead the day-to-day operations and management of the Wellframe Services team, which is part of the Client Strategy and Operations team. The Services team supports Wellframe-provided services for client staff, user support, and patient engagement. This individual will oversee the team that is the face of the company to our end users - health coaches, user support, technology experts, and workflow pros. The Senior Manager, Services will guide the team that works directly with patients and clinicians who use the Wellframe platform (mobile app and web-based dashboard). The Senior Manager, Services is responsible for maturing our existing service lines, as well as identifying opportunities to test and deliver new services.

Responsibilities:

  • Manage all staff, resources, and processes needed to support Wellframe’s Service Level Agreements (SLAs) and services across all stages of the client lifecycle including:
  • Manage the Services team to provide a consistently outstanding customer experience
  • Monitor team performance through continual analysis of data, including operational metrics and program evaluation
  • Synthesize requirements and identify user needs across clients to develop “service as a product” at Wellframe and forecast areas of growth
  • Develop the tools and organizational infrastructure needed to marshal diverse workflows, operating protocols, quality assurance evaluations, and risk assessments
  • Quickly identify and communicate potential risks as they emerge that may impact client success, team performance, product stability, or information privacy and security
  • Work across Wellframe teams to stay ahead of new feature launches, experiments, and other changes that might impact customers, while also providing proactive communication and insights into our end users
  • Work closely with Wellframe Client Strategy and Operations to execute strategic plans for organic growth with clients and to meet client and Wellframe goals
  • Vendor management for user support technology and services
  • Mentor and develop Services team; lead recruitment efforts in conjunction with monitoring staff caseloads and coverage requirements

Requirements:

  • Bachelor's degree
  • 6+ years of related experience managing service operations, including 2+ years of experience in a supervisory capacity 
  • Background in software support services, preferably with experience managing vendors and scaling teams across sites and timezones; experience with Zendesk and HIPAA a plus
  • Superlative project management skills, organization, and attention to detail; experience in process management and writing protocols is required
  • Experience using data to build strategic recommendations, illustrate program performance and identify opportunities for improvement and efficiencies
  • A “people person” with unflagging patience and empathy for our end users and line of sight on how to improve their experience using the Wellframe platform and improve outcomes for our client organizations
  • Exceptional written, verbal, and presentation skills
  • “No task is too small” mentality

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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Location

Located in the Seaport, we are a short walk from South Station and surrounded by great lunch spots and coffee shops.

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