Role Description Wider Circle’s Member Services team is the operational engine behind our community health programs. The Senior Manager, Member Services, owns this operation end-to-end, leading a team of Team Leads and a large frontline workforce of Care Navigators. This role requires an experienced contact center operator who understands value-based care outcomes. - Own day-to-day outreach center performance: inbound and outbound call handling, campaign execution, scheduling, workforce management, and real-time quality monitoring. - Manage and optimize calling campaigns in Five9 or a comparable platform, including call routing, queue management, and agent productivity. - Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes. - Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation. - Drive measurable outcomes against value-based care goals: care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives. - Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk. - Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership. - Lead Team Leads as direct reports, setting performance expectations, providing coaching, and holding the supervisory tier accountable for frontline outcomes. - Manage staffing models, scheduling, and workload distribution across the team. - Develop and deliver training that builds frontline capability and keeps the team equipped to meet evolving program requirements. - Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff. - Partner with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting capabilities. - Collaborate across departments to support new client requirements and align Member Services with broader organizational goals. Qualifications - 7+ years of progressive leadership experience in healthcare or managed care operations, with meaningful time managing a contact center or outreach function at scale. - Hands-on experience with Five9 or a comparable contact center platform, including campaign management, queue monitoring, and workforce reporting. - Demonstrated experience leading large frontline teams in a healthcare or managed care environment. - Familiarity with value-based care metrics: care gap closures, HEDIS, SDOH, HRA, AWV, and related quality programs. - Strong analytical skills and comfort making data-driven decisions in a fast-moving environment. - Excellent communication and interpersonal skills — able to lead across levels and collaborate effectively with cross-functional partners. - Knowledge of HIPAA and applicable healthcare compliance standards. - Bachelor’s degree in Business Administration, Healthcare Management, or a related field; Master’s degree a plus. - Proficiency in Google Workspace. Requirements - Clinical background or experience in a health plan or value-based care setting (nice to have). - Experience with Salesforce and Tableau (nice to have). Benefits - Competitive salary range of $90,000–$115,000. - Annual incentive bonus up to 5.75%. - Comprehensive medical, dental, and vision coverage. - 401(k) plan. - Generous paid time off, including your birthday off and 9 company holidays and a PTO accrual that grows with tenure. - Remote-first culture with periodic travel to our growth markets. - The chance to build something that matters — and to see the direct impact of your work on communities across the country.