[Hiring] Healthcare - Operations Manager @Crescendo.ai

Role Description

As a Crescendo Operations Manager, you will support Partner Operations through the day-to-day management and supervision of a focused operation. In this role, you will oversee a team of direct reports, consisting of frontline supervisors and staff (Team Leads and Senior Associates), and oversee the operational functions related to your team. Your primary responsibility is to deliver on objectives and key results for your Partner through managing your team to high standards, tracking Key Performance Indicators, and maintaining a focus on efficient and quality service delivery. You will provide support to Program Managers and Partner Operations through sharing your knowledge and expertise with others, fostering engagement, and creating visibility of your team’s work.

• Manage your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality.
• Keep external partner POCs updated on the regular status and progress of your team.
• Ensure the team is performing at expected quantitative and qualitative levels.
• Contribute to critical team operations: including hiring, onboarding, training, quality control, feature request tracking, and team building.
• Establish a quality-focused team culture with strong communication, accountability, and adherence to Crescendo Core Values.
• Manage team issues and risks, and develop mitigation initiatives and contingency plans to reduce potential impact; activate and implement these strategies when necessary.
• Examine required reports on a regular basis to confirm the information has been correctly added and to detect any trends or improvements.
• Evaluate overall team happiness and engagement.
• Directly manage and develop a team of high-performing team leads and associates.
• Monitor individual wellbeing and drive success through effective performance management.
• Perform regular 1:1s with all direct reports, as well as skip-levels with other team members.
• Resolve personnel issues as they arise, leading disciplinary action as needed.
• Work on development programs for associates and leads.
• Assist leads with HR-related issues and policies, payroll and bonus structures, and the management of the team.
• Participate in regular program reviews.
• Perform internal quality control check-ins with assigned programs.
• Support team leads and managers in establishing KPIs and meeting their program goals.
• Provide the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc.
• Ensure all solutions satisfy both the partner’s goals and the organization's vision.
• Foster a problem-solving environment, demonstrating teamwork and innovation.
• Establish a standard and encourage the learning and sharing of best practices.
• Craft best practices and templates based on program needs/requirements.

Qualifications

• 2+ years as a support Team Lead or equivalent.
• Excellent written communication.
• Amazing customer support sensibilities.
• Tech-savvy and Advanced proficiency on G-Suite/MS-Office.
• Experience successfully managing and mentoring other people managers.
• Experience leading hiring and interviews, training, and quality control programs.
• Great eye for detecting team and employee risk and mitigating potential issues.
• Track record of building positive relationships with employees and partners.
• Strong work ethic, the ability to navigate ambiguity, and a talent for bringing out the best in others.
• Passionate about sharing knowledge and helping others.

Benefits

• Hybrid working arrangements.
• Competitive base salary.
• Comprehensive benefits package including medical, dental, and vision options.
• Access to free posture-based fitness workouts from home.
• Training and professional development opportunities.
• Be part of a people-first, values-driven organization.
• Work with innovative global partners and diverse teams.

Company Description

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps. More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.