Job Summary

We are seeking a dynamic and results-driven Operations Manager with extensive experience in healthcare operations to oversee and optimize our contact center activities in the Philippines and the USA. This hands-on leader will be responsible for implementing and rolling out Standard Operating Procedures (SOPs), managing workforce management (WFM) functions, and stepping in wherever needed across the organization to ensure operational excellence. The role is onsite, requires a flexible approach to scheduling, and involves accountability for both Philippines and U.S.-based employees.

Key Responsibilities

Operational Leadership

• Oversee day-to-day operations of the Philippines and U.S. contact centers, ensuring alignment with organizational goals and healthcare industry compliance.

• Implement, manage, and refine SOPs, training processes, and performance management frameworks tailored for healthcare operations.

• Ensure KPIs and SLAs are met, including healthcare-specific metrics like claims accuracy, call resolution, and compliance standards.

• Step in to support any area of the organization when needed, including taking live calls during high-demand periods.

Workforce Management

• Lead workforce management functions, including scheduling, forecasting, and real-time adherence monitoring.

• Supervise real-time analysts, ensuring optimal coverage and adherence to schedules across time zones.

• Utilize data-driven insights to optimize workforce utilization and operational performance.

Healthcare Expertise

• Leverage extensive healthcare experience to address client needs, resolve operational challenges, and maintain compliance with healthcare regulations.

• Collaborate with clients to understand and address healthcare-specific concerns, ensuring the contact center meets the unique needs of the healthcare industry.

Team Leadership

• Manage and develop a high-performing leadership team, including Philippines and U.S.-based employees.

• Hold U.S.-based employees accountable to performance and conduct standards, ensuring consistency across geographies.

• Conduct coaching sessions, performance reviews, and succession planning to develop leadership capabilities.

Client Engagement

• Prepare and deliver high-quality PowerPoint presentations to clients, showcasing healthcare-specific performance metrics and strategic plans.

• Address client concerns promptly and integrate solutions into weekly business reviews (WBRs).

• Build and maintain strong client relationships, ensuring satisfaction and alignment on operational goals.

Revenue and Margin Optimization

• Monitor and manage operational budgets, staffing levels, and resource allocation to optimize profitability.

• Identify opportunities for revenue growth and cost efficiencies, ensuring contracts achieve or exceed margin targets.

Reporting and Analytics

• Utilize advanced Excel skills to develop detailed reports and dashboards for internal and client-facing use.

• Track and report performance trends, highlighting areas for improvement and action plans.

• Drive root cause analysis for operational challenges and implement sustainable solutions.

Qualifications

• Bachelor’s degree in business administration, Operations Management, Healthcare Management, or a related field or equivalent experience (MBA preferred).

• Minimum 8 years of experience in BPO contact center management, with at least 3 years overseeing healthcare operations and multi-site teams.

• Proven expertise in workforce management, including scheduling, forecasting, and real-time monitoring.

• Advanced proficiency in Excel (pivot tables, VLOOKUP, macros) and experience creating client-ready PowerPoint presentations.

• Extensive experience managing U.S.-based employees and holding them accountable to performance standards.

• Demonstrated ability to coach and develop leadership teams.

• Strong analytical, problem-solving, and decision-making skills.

• Exceptional communication skills, with experience in client-facing roles.

• Willingness to work flexible hours, including weekends and off-peak hours as needed.

Key Competencies

• Leadership and Team Development

• Healthcare Operational Expertise

• Client Relationship Management

• Financial Acumen and Margin Focus

• Adaptability and Resilience

Additional Details

• Location: This role is onsite in the Philippines and is not remote.

• Schedule: This salaried role may require weekend work and off-peak hours to support operations across time zones. Overnight hours supporting US clients working in US hours.

This position is ideal for a leader passionate about operational excellence and healthcare expertise in a fast-paced environment. If you are ready to make an impact and drive results, we encourage you to apply!

COMPANY OVERVIEW:

Imagenet is a leading provider of back-office support technology and tech-enabled outsourced services to healthcare plans nationwide. Imagenet provides claims processing services, including digital transformation, claims adjudication and member and provider engagement services, acting as a mission-critical partner to these plans in enhancing engagement and satisfaction with plans’ members and providers.

The company currently serves over 70 health plans, acting as a mission-critical partner to these plans in enhancing overall care, engagement and satisfaction with plans’ members and providers. The company processes millions of claims and multiples of related structured and unstructured data elements within these claims annually. The company has also developed an innovative workflow technology platform, JetStreamTM, to help with traceability, governance and automation of claims operations for its clients.

Imagenet is headquartered in Tampa, operates 10 regional offices throughout the U.S. and has a wholly owned global delivery center in the Philippines.