Sr. Contact Center Operations Manager – Remote

Sharecare is seeking a Sr. Contact Center Operations Manager – Remote to launch and lead a brand-new member-facing healthcare support team from the ground up. This is a build-focused leadership role for someone who thrives on creating operations rather than maintaining them.

About the Role

Reporting to the Director of Call Center Operations, this Sr. Contact Center Operations Manager position is a transformative, full-time opportunity to define how Sharecare delivers an entirely new line of contact center service. You will own service level performance, member experience, and operational quality from day one of launch. The role is open to candidates based in Cambodia, Germany, or the Lao People's Democratic Republic and operates in a remote-first environment. Strategic thinking, operational discipline, executive client presence, and strong diplomacy are essential to success.

Key Responsibilities

• Establish a new contact center operation end to end — staffing, workflows, policies, process design, and technology configuration and infrastructure.
• Direct daily team performance across frontline agents, team leads, and workforce management resources, coaching staff to meet standards and addressing performance issues when needed.
• Track and report on KPIs including Service Level, Abandonment, AHT, and QA to both Sharecare and client leadership.
• Resolve member issues with a focus on lasting solutions and service recovery.
• Serve as the operational point of contact with clients through weekly performance reviews, SLA discussions, and strategic planning, presenting outcomes backed by data.
• Hire, onboard, and grow a net-new frontline team alongside HR, Recruiting, and Operational Excellence, building engagement strategies that drive retention and satisfaction.
• Create and maintain Standard Operating Procedures, lead technology migrations and platform consolidations, and continuously improve service efficiency and quality.
• Travel occasionally (approximately 5%) for client meetings, leadership engagements, and team off-sites.

Qualifications

• A builder mindset with bias toward action, sound judgment, and adaptability in fast-moving settings.
• Polished, articulate executive presence and a collaborative, cross-functional approach.
• Hands-on fluency with contact center platforms such as Salesforce, Five9, NICE inContact, Genesys, Zendesk, or Talkdesk, including queue routing, skills-based routing, IVR design, and CRM integration.
• Strong command of contact center metrics (Service Level, Abandonment, AHT, Occupancy, Adherence, FCR, QA) and the ability to interpret data independently.
• Proficiency with Power BI, Tableau, and advanced Excel, plus knowledge of quality assurance frameworks and calibration.

About Sharecare

Sharecare is a digital healthcare company delivering software and tech-enabled services across the healthcare ecosystem to improve care quality, drive better outcomes, and lower costs. Through data-driven AI insights, evidence-based resources, and a comprehensive platform spanning benefits navigation, care management, home care, and health information management, Sharecare helps people manage their health and well-being while supporting health plans, health systems, physician practices, and pharmaceutical brands.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.