Senior Manager, Contact Center

About knownwell

knownwell is a pioneering healthcare company focused on inclusive and accessible obesity care, combining weight management, primary care, nutritional counseling, and health coaching through both in-clinic and virtual channels. Supported by $50 million in funding, including a $25 million round led by CVS Health Ventures, along with a16z Bio + Health, Flare Capital, MassMutual, and Intermountain Ventures, the company is rapidly scaling to extend evidence-based obesity treatment nationwide.

Role Summary

The Senior Manager of the Contact Center oversees the inbound patient communication operations, driving both the strategic structuring and daily management of the contact center. This individual will develop specialized team roles, refine processes, and lead workforce planning to maintain exceptional service as the center grows. The position requires an entrepreneurial and hands-on leader who can implement proven strategies while actively participating in day-to-day activities during the build phase and promptly resolving operational challenges.

Key Responsibilities

• Design and implement a scalable inbound contact center team structure by creating specialized roles as volume increases.
• Develop and enforce protocols, call scripts, and clear escalation procedures to standardize operations and support team leads in daily supervision and training.
• Create and manage shift schedules to align staffing levels with forecasted call volumes and demand patterns, adjusting real-time for planned and unexpected absences.
• Identify staffing gaps and provide data-driven headcount recommendations to senior leadership to ensure service continuity.
• Coordinate with the Patient Outreach & Engagement Manager to streamline shared practices and ensure seamless handoffs between inbound and outbound teams.
• Take full ownership of performance metrics including service levels, queue KPIs (abandonment rates, wait times, handle times), and patient satisfaction scores to maintain and improve contact center quality.
• Develop reports and dashboards that provide actionable insights for managing trends and improving operations proactively.
• Serve as the escalation point for complex operational issues affecting the contact center floor.
• Manage IVR system configurations, call routing, and queue structures to optimize patient access to appropriate resources efficiently.
• Assign roles and queue responsibilities based on individual competencies and SLA priorities, adapting dynamically to changing conditions.
• Collaborate with external vendors such as Zoom Contact Center and after-hours nurse services to optimize telephony infrastructure and resolve technical challenges.
• Establish quality assurance standards and oversee coaching programs to support continuous improvement and staff development in partnership with the Team Lead.
• Translate quality review findings into tailored coaching initiatives, retraining needs, and process enhancements.
• Lead cross-functional initiatives to develop scalable workflows and SOPs and address root causes of recurring patient issues through data-driven solutions.
• Monitor common patient inquiries and complaints, quantify their impact, and implement preventive measures to reduce volume and improve the patient experience.

Qualifications

• At least 7 years of experience in contact center or customer/patient experience operations, including a minimum of 3 years in leadership roles focusing on team structuring and process development, preferably within healthcare or similarly regulated, customer-facing industries.
• Proven record of successfully building teams, designing specialized roles, and driving cross-functional process improvements with effective operational playbooks ready for immediate application.
• Strong expertise in contact center operations including SLA management, workforce planning, IVR configuration, QA processes, and data analytics for monitoring KPIs and diagnosing performance issues.
• A hands-on leader who is willing to engage directly with daily operational tasks as needed, demonstrating humility and adaptability.
• Highly accountable with a strong commitment to quality and a genuine care for patient service outcomes.
• Experience with healthcare contact center platforms such as Electronic Health Records (EHR), IVR systems, and voice AI technology is highly desirable.

Compensation & Benefits

• Opportunity for a hybrid working arrangement combining remote and onsite presence.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan with employer matching contributions.
• Generous paid time off with up to 20 days annually plus recognized company holidays.
• Parental leave providing up to 14 weeks for birthing parents and 12 weeks for non-birthing parents.
• Annual stipend for home office setup to support remote work.

Equal Opportunity & Employment Policies

knownwell, Inc. is committed to providing equal employment opportunities regardless of race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Employment terms including recruitment, hiring, promotions, compensation, and training are made without discrimination. Due to clinic size and HIPAA guidelines, providers and their household members are ineligible to receive primary care services at the clinic.