[Hiring] Senior Wellness Services & Operations Manager @ClearCaptions LLC

Role Description

The Sr. Wellness Services & Operations Manager leads the care team and strengthens the processes, workflows, and documentation that support high-quality service delivery. The role continuously improves and standardizes operational practices to ensure clarity, efficiency, and consistency across the wellness function. It translates strategy into scalable, executable workflows and standards; drives team performance (KPIs/SLAs); reduces operational friction and risk; and creates scalable processes, training, and governance that enable rapid launch, stabilization, and growth. The role supports operations that ensure reliable, member-centered care today while building the operational foundation needed for ClearWellness to scale effectively. This is a Remote/Work from Home position reporting to the Director of Wellness Services.

• Provide leadership and operational oversight to the Care Team, ensuring alignment, performance consistency, and high-quality service delivery.
• Operational design & management – build, document, and optimize existing workflows, SOPs, and governance for service delivery; improve on documentation standards, escalation pathways for service readiness.
• Cross functional operations enablement – partner with Business Development, Product, IT, Logistics, and Leadership to translate strategy into executable operations; coordinate launches and align stakeholders.
• Training strategy & enablement content – develop onboarding and ongoing training for care team and business operations.
• Quality, compliance & risk management – define additional KPIs as the service expands.
• Metrics & performance reporting – tracks teams KPI’s.
• Hiring and workforce planning.
• Vendor & client enablement support – coordinate readiness, materials, and communication for partner implementations as needed.
• Change management & adoption planning – plan rollouts; prepare teams for new tools.
• Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.
• Continually upgrade talent through timely talent management, development, succession planning, and recruitment.

Qualifications

• High School diploma required; bachelor’s degree in Health Administration, Public Health, Nursing, Business, or related field preferred.
• 10+ years in wellness services, care coordination, population health, or similar required.
• 5+ years leading care/operations teams in high growth settings.
• Certifications preferred but not required: Lean Six Sigma Green Belt or higher, Project Management Professional (PMP).

Requirements

• Technical skills in workflow & documentation tools (e.g., Confluence, Lucid, OneNote).
• Data fluency (Excel/Sheets; familiarity with BI dashboards).
• CRM/CS tools and ticketing (e.g., Sugar, Sales Force, JIRA).
• Quality systems/SOP management; version control and governance.
• Strong understanding of Medicare, Medicaid and Dually Eligible/LTCI insurance and recipient population.
• Familiarity with telehealth/RPM platforms and EHR concepts.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels.
• Strong analytical, planning and budgeting skills.
• Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to 10%); will include some overnight travel.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).

Physical Demands

• Sitting, standing and walking (95-100%).
• Keyboarding (70-90%).
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%).

Work Environment

100% Remote: Work environment is at home.