Senior Manager, User Support & Experience

About the Role

Key Responsibilities

• Own hands-on execution by answering calls, resolving cases, and supporting team members at the Copley Boston office five days a week.
• Build better systems and improve outcomes through operational knowledge and direct involvement.
• Travel to Connecticut (minimum of 1-2 days a month) to support and coach Patient Ambassadors, ensuring high standards in patient interactions.
• Guarantee a high-quality, personalized experience for employees and patients, serving as the point of escalation for complex or sensitive situations.
• Identify user pain points, streamline workflows, develop training models, and refine scripts and protocols.
• Put scalable systems in place and refine processes to improve efficiency and operational quality.
• Partner with client executives to align on clinical, operational, and safety priorities, and deliver client communications and training.
• Set, track, and uphold service standards such as response time, satisfaction scores, and enrollment metrics.
• Manage team schedules, lead daily huddles, and conduct performance reviews to coach and improve team performance.
• Provide real-time coaching for Wellbeing Specialists and Patient Ambassadors, create development plans, and lead hiring, onboarding, and ongoing training.

Requirements

• 5+ years leading high-performing customer service or care coordination teams, ideally in healthcare, wellness, or service-driven industries.
• Experience operating in high-growth, resource-constrained environments with evolving expectations.
• Proven ability to drive performance through metrics, coaching, and operational leadership.
• Strong comfort with data, metrics, and decision-making to improve team outcomes.
• A balance of empathy and urgency, with the ability to move fast and lead with care.
• Experience managing hybrid or distributed teams.

Nice to Have

• Experience in healthcare, wellness, or related service industries.
• Experience in high-growth environments with rapidly changing expectations.

Qualifications

• Formal educational qualifications are not explicitly specified in the description.

Benefits & Perks

• Outstanding benefits including medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO, and a generous parental leave policy.
• Opportunities to develop your career within a Series A stage healthcare startup.
• A meaningful mission that makes a difference for patients and families.