Senior Manager, Contact Center

Senior Manager, Contact Center LocationRemoteEmployment TypeFull timeLocation TypeRemoteDepartmentOperationsCompensation$120K – $160K👋 Meet knownwell, weight-inclusive healthcare for all. Join a dynamic company that is changing the way obesity care is delivered. We offer weight management, primary care, nutrition counseling, and health coaching. Our care model combines in-clinic and virtual care to bring support to patients where and when they need it. Backed by $50M in funding—including a $25M round led by CVS Health Ventures with support from a16z Bio + Health, Flare Capital, MassMutual, and Intermountain Ventures—we’re scaling fast and expanding access to evidence-based obesity care nationwide.The Senior Manager, Contact Center owns our inbound patient contact function and is the operational leader who takes our contact center to the next level. This is a build-and-run role: you'll structure the team, design role specialization as we scale, drive cross-functional process development, and own the systems, quality, and workforce planning and scheduling that keep a growing contact center performing day after day. You're ready to hit the ground running and bring proven playbooks, but you're also hands-on, with no task too small, willing to work the floor while the team is small and the systems are still being built. If something breaks you don't wait to be told how to handle it. You can figure out what needs to happen, execute, and build the process that prevents it from recurring.This is an opportunity to truly build and shape a function, not inherit a finished one. You'll report to the Director of Central Operations, lead a growing inbound team, work cross-functionally to establish clear protocols, standards, and handoffs, and build much of this function's structure and culture from the ground up.Responsibilities:Team Structure & ScalingStructure the inbound team to reach the next level — moving beyond a generalist structure into clear, scalable, specialized roles as volume grows rapidly month over month.Establish protocols, scripting, and escalation pathways — set clear standards and priorities and identify gaps that need clarity; the Team Lead runs daily floor coverage, training, and first-line escalation against them.Build and own shift schedules across the PEC team, aligning staffing to forecasted call volume and patterns of demand.Plan for and adjust to shrinkage — both planned and unplanned (PTO, training, absences, attrition), reallocating coverage in real time to protect service levels.Forecast staffing needs and surface headcount gaps to the Director of Central Operations with data to support the case.Partner with the Patient Outreach & Engagement Manager to define shared practices, mutual redundancy, and clean hand-offs across inbound and outbound.Service Levels, KPIs & the Patient ExperienceEnd-to-end ownership of contact center performance — service levels, queue KPIs (abandonment rate, wait time, handle time), and patient satisfaction (CSAT). You own the number, not just the activity. Reporting and dashboards that give the team and leadership real visibility into trends — and that you use to manage proactively.Final point of operational escalation for complex, systemic floor issues.IVR, Queue & Telephony ConfigurationOwn configuration of the IVR, call routing logic, and queue structure, ensuring patients reach the right resource efficiently.Assign coordinators to queues and skills based on competency, volume, and SLA priorities, and adjust dynamically as conditions change.Partner with third-party vendors (e.g., Zoom Contact Center, after-hours nurse services) to optimize configuration and resolve technical issues.Quality, Coaching & PeopleInbound PEC performance and development — set QA standards and coaching priorities, run consistent reviews, and make people decisions, in partnership with the Team Lead.Translate QA findings into targeted coaching, retraining priorities, and process changes.Cross-Functional...