Member Operations Supervisor

As a Member Operations Supervisor, you will play a pivotal role under the guidance of the Senior Manager, Member Operations, focused on achieving key Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Your primary mission will be to oversee the operational excellence of your team, nurturing a culture of high performance through effective coaching and management. Success in your role means consistently achieving Member Operations’ KPIs, embodying unmatched customer service by delivering solutions to our members that are timely, accurate, empathetic, personalized, and proactive. This involves not only leading by example but also maintaining a player-coach attitude to empower your team in reaching their objectives.

To excel in this role, you should be skilled at managing KPIs and ensuring that each team member contributes positively, achieving SLA targets, and delivering outstanding service. It’s crucial to set clear, straightforward goals, monitor attendance, performance, and development of your team.

Supervisors are well-versed in Omada’s policies and hold all employees accountable for adherence to these policies.  If you like rewarding challenges, a fun team atmosphere, an open and honest culture, and a balance between work/life, look no further. This is for you!

Your Impact

• 20% of your time is allocated to member-facing responsibilities, including assisting with email and phone escalations and solving Tier 3 tickets

• 80% of your time will be spent ensuring KPI and SLA targets are achieved or exceeded by managing daily operations, coaching individual contributors on performance and development, performing QA review, responding to tickets with bad CSAT
  • Manage and monitor the performance of individual contributors. This includes conducting regular performance evaluations on KPIs, setting clear performance objectives, providing performance coaching, and implementing strategies to foster professional growth and enhance overall team effectiveness. Additionally, initiating and leading Performance Success Plan discussions, offering comprehensive support, and supplying all necessary resources to ensure the development and success of team members.
  • Establish professional development plans with agents and partner with them on continuous learning
  • Oversee daily management system by ensuring adherence to schedule for phone and email ticket assignments, preventing tickets from aging, prioritizing urgent issues, and managing defects with a clear process and resolution path.
  • Respond to members who are dissatisfied with the resolution of their issue, categorize the root cause of bad CSAT, and ensure calibration among peers to maintain consistent categorization standards.
  • Performance management and development:
  • Daily operations management:
  • CSAT:
• Quality Assurance
  • Conduct quality assurance on phone calls, applications and email tickets to ensure agents follow processes and procedures outlined in internal knowledge articles.
• SME Coordination:
  • Oversee SME coordination to ensure timely completion of tasks related to knowledge management, MSK, applications, compliance & privacy, devices, bugs, EncircleRx
  • Author weekly updates and monthly meeting slide decks.
• Review and manage timecard entries to ensure accuracy and completeness in timesheets which includes verifying that hours worked are correctly recorded, address discrepancies, and ensure that timesheets are filled out in compliance with company policies and deadlines.
• Facilitate learning/coaching opportunities for your team as needed and take corrective action if necessary.
• Leverage a team lead to help coach your team and develop their skills.
• Perform performance reviews for your team.
• Perform compensation review cycles to set pay for your team of associates, and team leads.
• Participate in member ops recruiting & hiring cycles, including reviewing, interviewing, and scoring potential applicants, and contributing on the hiring committee as the key decision maker on the selection of agents and associates.
• Communicate effectively within a remote team, including during live meetings and asynchronous communication channels.
• Create content and facilitate standing team meetings to provide team updates, discuss observations, facilitate peer education, highlight achievements, and so on.
• Drive alignment to achieve clarity and consistency in program delivery, training, and coaching expectations.
• Represent the needs and perspectives of the member ops team to upper management.

To be successful, you will need: 

• Candidates must have 5+ years of knowledge management and/or training experience
• You have experience managing a team of 15 or more direct reports
• Be available to work an assigned shift within business hours from 8am-5pm PST
• CRM experience
• Exceptional verbal and written communication skills.
• Proficiency with the Google Suite applications, Slack, and Zendesk (bonus points).
• Must be technically-minded and able to learn how to operate Omada Health’s internal systems.
• Ability to remain calm and courteous under pressure and provide leadership in tense situations, especially during busy hours.
• Are genuinely interested in people, energized by teamwork, and are excited to lead a geographically distributed and diverse team
• 5+ years of relevant experience with a Bachelor’s degree or additional equivalent/relevant years of experience in lieu of a Bachelor’s

To stand out: 

• You have a background in the relevant industry or technical knowledge in the field that SMEs specialize in is a bonus
• A KCS (Knowledge-Centered Service) v6 Practices or v6 Internal Trainer certification
• You have 5+ years of contact center and/or customer service experience

Working Conditions: 

• Remote-first environment.
• May be required to work weekends, or nights as a regular part of the job.
• Travel may be required 1-3 times per year.

Benefits:

• Competitive salary with generous annual cash bonus
• Stock options
• Remote first work from home culture
• Flexible vacation to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Wellbeing Lifestyle Spending Account
• Two giftable Omada enrollments per calendar year
• …and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

• Cultivate Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
• Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
• Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.
• Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together.
• Remember Why We’re Here. We push through the challenges of changing health care because we know the