• Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners • Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting • Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations • Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs • Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling • Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees

• You will be responsible for overseeing the provider performance and escalations team • Advise the team in investigating and resolving care complaints and grievances about providers • Promote quality of care by conducting audits and quality assurance reviews • Participate in the process of monitoring providers to assess contract compliance and best practices. • Track key quality metrics in order to identify risk areas, strengths, improvements needed to drive outcomes • Use data-driven insights to suggest plan of action for quality improvement initiatives • Provide training, clinical coaching, or other interventions with providers, as needed. • Drive team efficiencies through use of innovative technology • Help maintain SH Provider Policy Guide to maintain compliance with all legal, regulatory, and payer requirements • Monitor clinical program activities to ensure adherence to clinical procedures and standards. • Assist in developing reporting mechanisms to evaluate standards of compliance and quality of care, establishing review criteria, recommending standards and measures • Work closely with cross-functional partners to proactively strengthen and improve quality of care and quality of services systemically through innovation • Lead and/or participate in additional projects as assigned. • Embrace flexibility and adaptability when priorities shift based on clinical or business needs

• Map recruitment needs for seeker coaches • Conduct structured, thorough interviews assessing technical skills, motivation, and cultural fit • Ensure an excellent candidate experience from first contact through onboarding • Coordinate offer and hiring processes with the Backoffice Manager, ensuring legal and contractual compliance • Analyze and optimize recruitment metrics (time-to-hire, candidate quality, retention) • Design and execute Employer Branding initiatives in coordination with the marketing team (campaigns, social media, events, partnerships) • Design the onboarding process for new joiners and facilitate kick-off • Facilitate kick-off and initial training for seeker coaches • Coordinate the transition of new joiners to team leaders • Analyze and optimize onboarding and training metrics

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior Manager of Implementation oversees the successful delivery of complex client onboarding and implementation initiatives. This role manages a team of implementation specialists and managers, ensures operational excellence, and partners closely with cross-functional leaders to deliver high-quality solutions that meet client needs. The Senior Manager provides strategic direction, drives process improvements, and ensures that implementation projects are delivered on time, within scope, and aligned with organizational standards. Qualifications - Bachelor’s degree in Business, Information Systems, Engineering, or related field, or equivalent work experience - 4–6+ years of experience in implementation, project management, client onboarding, or a related field - 3–5+ years of people management experience, leading implementation or project teams - Proven track record managing large-scale, complex, multi-workstream projects - Strong communication, leadership, and stakeholder management skills - Proficiency with project management tools (e.g., ServiceDesk Plus, Jira, Smartsheet, Trello, MS Project) Requirements - Must be legally authorized to work in the United States without sponsorship - As a condition of employment, a pre-employment background check will be conducted Benefits - Comprehensive paid training - Medical, dental, and vision insurance - HSA and FSA available - 401(k) with company match - Paid Wellness Time and Holidays - Employer paid life insurance and long-term disability - Internal growth opportunities