Operations Manager

Who we are:

Third Way Health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

We are seeking an experienced Operations Manager to oversee our company’s daily operations and centralized delivery teams in Lima, Peru. The Operations Manager will be responsible for ensuring that our central business operations are efficient, effective, and aligned with our strategic goals. This role requires strong people-management and leadership skills, excellent communication abilities, and a deep understanding of operational processes and of how our systems, products, and teams connect. Ideal candidates not only have a proven track record of leading teams, ideally in a BPO environment, but also bring a strategic mindset, intellectual curiosity, and an understanding of the financial impact of operational efficiency. Experience implementing AI or automation solutions are a plus 

Responsibilities:

• Manage a team of patient concierge representatives and agents, providing leadership, guidance, and support so team members perform at their best and meet service level expectations, with a strong focus on people management: engagement, development, and retention.
• Work with cross-functional teams and understand the systems we use and how they integrate with each other, so operations run smoothly end to end. 
• Monitor key performance indicators (KPIs) to track progress and identify areas of concern, taking proactive measures to address issues as they arise.
• Implement high standards of training and quality to ensure teams meet quality standards. 
• Analyze operational processes and identify areas for improvement, streamlining workflows and reducing costs, with a clear understanding of the financial impact that efficiency has on the business. 
• Develop and implement strategies to improve operational productivity, efficiency, and profitability.
• Manage client relationships to guarantee TWH is fulfilling and exceeding their expectations.
• Oversee day-to-day operations, including inventory management and office logistics.
• Collaborate with other departments, such as sales, marketing, and finance, to ensure business objectives are met
• Develop and maintain operational policies and procedures to ensure compliance with industry regulations and company standards.
• Lead initiatives to enhance safety, sustainability, and environmental responsibility within the organization.
• Prepare regular reports and presentations for senior management, providing insights into operational performance and highlighting areas for improvement.
• Stay up to date on industry trends and best practices, continuously seeking opportunities to innovate and optimize operations

Required skills and qualifications:

• Bachelor's degree in business administration or a related field. Master's degree preferred
• 8+ years of experience in operations management, with a proven track record of improving operational efficiency and driving sustainable business results
• Strong people-management and leadership skills, with the ability to motivate and inspire teams to achieve their goals. 
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and colleagues at all levels of the organization
• Technical knowledge and strong soft skills, with intellectual curiosity and a drive to learn and try new things.
• Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions
• Advanced PPT / Google Slides and advanced Excel / Google Sheets skills
• You are a self-driven problem solver at your core who gets things done
• You thrive in a fast-paced, innovative work environment
• Fluent in English and experience working with US-based teams