Operations Manager

Incubated by Frist Cressey Ventures and backed by CVS Health Ventures, 25M Health, Memorial Hermann Health System, Samsung Next and others, Thrive Mobile is the world's only wireless platform built for healthcare. Many Medicaid and Medicare beneficiaries struggle with unreliable wireless service, frequent number changes, and limited data, all of which disrupt access to care. We partner with health plans and state governments to distribute a mobile service that includes an embedded engagement layer on the device itself. This allows members to stay connected, stay covered, and access important benefits and healthcare services without friction. Our mission is simple: build the mobile platform that makes healthcare easier. About the Role We are looking for an Operations Manager to lead and scale our member sales & support team (the Thrive Assistant, or "TA," team) — the front line that keeps our members connected and engaged with their healthcare. As we grow our member base significantly over the next year, you will own how that team runs, including the people, the daily workflow, the operational health of the queue that routes their work, and the ongoing improvement of our member experience operations. Beyond running the team, you'll be hands‑on with our tooling to fix and automate the systems that drive it. This is a hands‑on, technically capable management role. Our TA team's work is orchestrated through automated task logic across a variety of tools, so you won't just manage people — you'll build and fix the workflows behind the work and dig into the data to understand performance, spot trends, and surface opportunities. That analysis spans both reviewing dashboards and going a level deeper into the data itself to investigate findings and flag deeper needs to Engineering. You'll own the daily operational performance of the team and partner closely with Client Operations, Product, and Engineering. This role is based in Nashville, TN . What You'll Do Lead and Scale the Team Own the TA team end‑to‑end: manage staffing to meet business objectives, support day‑to‑day workload (priorities, task‑work, and ticket management), monitor performance and throughput, and partner with our support team to implement continuous process improvements. Build the management scaffolding (rituals, quality standards, escalation paths) that lets the team scale without quality slipping. Be the consistent, responsive day‑to‑day point of contact for the TA team on urgent matters — escalations, quick pings, and real‑time issues. Create scalable processes in collaboration with Client Operations, Product, and Engineering to improve overall member experience. Run the Operation Own the health of the TA workflow, with our CRM as the system of record for what gets done each day. Partner with TA Supervisors to keep the queue clean — the right work, to the right person, at the right time — with follow‑up tasks created and tracked, and SLAs intact. Treat the TA team as the member safety net: when issues arise, quickly answer what is happening, how widespread it is, and whether it's a symptom of a deeper product or system problem — resolving what's in scope and escalating systemic issues to Product/Engineering with clear evidence and impact sizing. Build, Fix, and Automate the Operational Tooling Stand up or fix workflows that route, task, and track the team's work. Build and maintain automations , escalating to Product for deeper technical/platform needs (backend data warehouse details, pipeline issues, anything requiring real engineering). Get into the data and put it to work — dig into the data behind our dashboards to drive themes, root‑cause analysis, and the learnings or tests worth running, leveraging AI tools to get to next steps faster. Manage the call‑center knowledge base — keep it current and add automations and alerts where the available workflows allow. Own the public‑facing Help page content in partnership with Product & Client Operations — keep it accurate, clear, and aligned with how the team actually resolves issues. Drive closure of platform issues in partnership with our logistics partner and the TA team — track stuck orders to resolution and surface recurring fulfillment problems to the right owner. About You Experience and Skills 3–6 years of experience in business operations, call center operations, product operations, or a technical‑operations role. Proven low‑code automation experience inclusive of SQL in some workflow stack (e.g., n8n, Zapier, Make, Power Automate, Zoho Flow, or similar) — our specific tools are learnable on the job, but the transferable skill of building and fixing automated workflows is what matters. Can get into the data independently — you know your way around querying and analyzing data to answer your own questions, rather than only reading a dashboard someone else built. Root‑cause analytical thinking — you turn data into themes, hypotheses, tests, and learnings, not just charts. A track record of diagnosing operational problems to root cause — not just escalating symptoms. Comfort with task, ticket, and call‑center / contact‑center operations. Experience scaling a team or operation through a high‑growth period is a strong plus. Nice‑to‑Haves Hands‑on experience specifically with Zoho (CRM/Desk/Flow) and/or n8n. Telecom / MVNO / healthcare operations background. Experience working with an external support / BPO vendor. Exposure to a compliance framework (SOC 2, HITRUST, PCI, HIPAA). Ways of Working AI‑native — AI is part of how you work, not a novelty. You use it in daily execution (drafting, summarizing, triaging), to build and maintain the automations and reusable "skills" the team runs on, and to investigate data and pressure‑test your own analysis. Technically curious and hands‑on — you'd rather open the workflow builder and fix it than file a ticket and wait, but you know where your edge is and hand deep build to Product / Engineering cleanly. High ownership, low drama — you take the problem and run with it. Operates well in ambiguity and cross‑functionally — comfortable without a fully defined playbook, partnering across Product, IT, and the call‑center team. Well‑spoken — a clear, professional communicator who turns an operational signal into a precise, evidence‑backed escalation. Escalates appropriately — knows what to handle, what to flag, and when to pull in leadership. Calm under load — you're at your best when something is going wrong and the team needs direction. Self‑directed — you go deep on a problem without being asked and bring back an answer, not just a flag. Member‑obsessed — you treat the front‑line safety net as personal, because it is. Builder's bias — you'd rather improve the system than work around it, and you get a kick out of automating something that used to be manual. Energized by the operation and the people in it — you want to run a team and make it better as it scales, not retreat into a pure build role. What Success Looks Like First 30 Days You understand how the TA team operates, how its work is generated and tracked in our systems, and how that connects to the member experience. You've met the team, mapped current coverage and quality, and identified the first operational and workflow gaps. You've taken first ownership of the ticket/task queue and started fielding the team's urgent matters directly. First 90 Days You own the team's day‑to‑day with minimal backstopping. Scheduling, quality, and escalation run on rhythms you've established. The ticket/task queue runs on you, not on leadership — routing, follow‑ups, and escalations move without backstopping. You've fixed or stood up at least one meaningful workflow and can independently investigate an issue spike, size it, and judge whether it's isolated or systemic. First 6 Months The TA team is scaling smoothly with member growth — quality and SLAs hold even as headcount rises. You are the trusted first line of operational diagnosis and the owner of the automation layer beneath the team's work. You've shipped at least one meaningful automation or dashboard — built yourself, or scoped into a clear requirements doc and delivered with Product. Year 1 TA management is a self‑running function. You're shaping how it scales — the staffing model, the automations you rely on, and the standards — not just executing. The operational tooling (workflows, dashboards, and the knowledge base) is measurably better and more automated than what you inherited. $100,000–$125,000 base + 10% target bonus Standardized salaries based on position, no matter where you live Incentive Stock Options aligned to salary, role and impact Hybrid work options in New York, NY Thrive Mobile Mission Days: 4x per year we individually take a full day away from the office to connect with the Thrive mission $2,000 annual learning & development budget Unlimited vacation and sick days $1,000 yearly vacation bonus for taking five consecutive days of vacation, fully unplugged from work Up to six weeks of paid bereavement leave, medical leave, and disaster leave 12-week paid parental leave after 6 months at the company 5-week sabbatical on your 5 year anniversary Health insurance, dental and vision, commuter benefits, & 401(k) benefits with company matching Guaranteed minimum 1-month severance if things don't work out #J-18808-Ljbffr