Job description
As the Manager of Operations Project Management, you will play a critical role in leading and developing the team responsible for successfully launching strategic clients and leading complex, cross-functional projects within Member Care. This role is accountable for ensuring the Operations Project and Program Managers have the necessary guidance, tools, resources, and information to successfully execute projects and drive operational effectiveness. You will work closely with Member Care leaders and cross-functional partners to proactively identify and resolve operational issues and oversee project management for small, medium, and large-scale initiatives.
This role is a people manager and will report into the Director of Operations Enablement.
Primary Responsibilities
- Leadership and Team Management
- Oversee and manage the team of Operations Project Managers and Program Managers, providing direction and support for their daily responsibilities.
- Responsible for the career development of the Operations Project Management team members.
- Lead and engage the team through high-pressure situations, fostering a collaborative and productive environment.
- Foster an inclusive style that brings people together to effectively meet shared goals.
- Maintain regular communication with Senior Leadership on team status, key initiatives, team performance, and overall project health.
Operational Oversight and Execution
- Ensure the team effectively follows project management best practices to lead small, medium, and large-scale projects and strategic client launches impacting Member Care.
- Provide oversight to ensure Member Care has the tools, systems, and processes in place and documented to successfully execute assigned projects.
- Ensure the team represents Member Care in cultivating strong and healthy relationships with clients, insurance carriers, and consultants.
- Oversee the team’s efforts in driving major issue resolution during launches or projects.
- Guide the team in process-development and problem-solving with external vendors and carriers.
- Provide subject matter expertise on Care Team roles and functions, supporting the team in their project work.
Process Improvement
- Champion identifying process gaps or inefficiencies and solving problems across operational workflows within the team’s scope of project management.
- Support the team in driving measurable results and improving operational effectiveness through process improvements.
- Cultivate an appetite for standardization and automation, where possible, to drive efficiencies within project management processes.
Cross-Functional Collaboration
- Serve as a thought partner for Member Care leadership and cross-functional partners.
- Ensure effective collaboration with Training, Quality, Knowledge Enablement, CaPS (Care Delivery, Planning and Strategy), etc. to ensure successful project and launch outcomes.
- Demonstrate a strong ability to lead through influence and secure cross-functional commitments to deliver on operational goals.
- Represent Member Care to internal and external stakeholders regarding project and program initiatives.
Outcomes
- Ensure the team is hitting all goals and metrics targets
Experience/Skills:
- Bachelor’s Degree
- 3+ years of people leadership experience
- 5+ years operations/project/program management experience
- Experience in Process Improvement - fluency in methodologies/approaches to identifying efficiencies/opportunities to remove waste
- Experience working with external clients and vendors to problem solve, improve processes, and gain efficiencies
- Strong analytical skills with demonstrated ability to mine and analyze data
- Experience in healthcare, healthtech, care navigation or health insurance
- Strong written and verbal communication across levels from leadership to front line teams, with demonstrated ability to communicate and contextualize complex topics in a relatable and coherent way
- Strong ability to lead through influence and secure cross-functional commitments
- Takes ownership
- Curious nature - wanting to dig in and understand root causes of problems
- Detail oriented
- Ability to adapt to a changing environment
- Experience with Included Health’s Products and Services preferred
- Experience with health insurance standards and processes preferred
- Ability to travel 15%
The United States new hire base salary target ranges for this full-time position are:
Zone A: $114,330 - $148,640 + equity + benefits
Zone B: $125,763 - $163,504 + equity + benefits
Zone C: $137,196 - $178,368 + equity + benefits
Zone D: $148,629 - $193,232 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health’s commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone’s unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Paid Time Off (“PTO”) and Discretionary Time Off (“DTO”)
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
Work-From-Home reimbursement to support team collaboration home office work
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
