Customer Service Operations Manager

Garner's mission is to transform the healthcare economy, delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and data-driven insights, we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well, not performing more procedures. We are backed by top-tier venture capital firms, are growing rapidly and looking to expand our team.

The Role:

We’re looking for an Operations Manager to join our Concierge organization. Concierge serves as the voice of Garner, so you should be passionate about customer service and helping people solve their problems, and translating that to larger-scale preventive solutions. In this role, you will become an expert on Garner’s product, claims processing standards, and the needs of our members. 

Garner is growing rapidly, and this role is critical to scaling our teams. The Operations Manager will span Operations functions—analyzing, building, and deploying processes that make our teams better. The ideal candidate will be a true generalist who will combine empathy, technical skills, data-based problem-solving, and first-principles thinking to drive key projects. The Operations Manager will report to Ganer’s Vice President of Concierge, will directly oversee at least one of the core Concierge functions, and complete Concierge-wide projects. 

Responsibilities:

• Manage and execute strategic projects across Garner’s Concierge functions; this may include establishing and running net new functions as we get them set up
• Leverage data analysis, process mapping, automation, and effective communication to analyze, build, and deploy processes that make our teams more effective and efficient as we scale
• Work with diverse stakeholders—from operations specialists to product managers to account executives—to understand key workflows, align on solution design, and drive outcomes
• Analyze and solve complex issues raised by clients, members, and internal stakeholders that pertain to Operations functions
• Lead, mentor, and develop a high-performing team by identifying growth opportunities, providing ongoing feedback, and fostering a culture of continuous improvement

The Ideal Candidate Has:

• 4+ years of relevant experience in a strategic operations role; prior experience in a fast-growing startup preferred
• 2+ years of experience building and leading operational teams
• Proficiency in quantitative data analysis, generating meaningful insights, and modeling
• A strong ability to break down …