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仕事内容
About Zerigo Health
Zerigo Health is revolutionizing management of chronic skin conditions like psoriasis and eczema. Addressing long delays, ineffective treatments, and high costs, Zerigo integrates an FDA-approved smart home device, AI-driven personalized care, and dedicated human support to provide clinical dermatology care directly at patients' homes. This approach has produced 88% clinical success, 73% adherence to treatment plans, and substantial cost savings exceeding $10 million for every 1,000 members served.
Role Overview
The Service Delivery and Operations Manager oversees the team responsible for transforming engaged members into fully activated participants and ensuring timely resolution of member issues. This leadership role focuses on managing people and processes rather than individual accounts or revenue. The manager implements workforce models designed by leadership, ensures strict adherence to standard operating procedures, and drives process improvements within the established frameworks.
Key Responsibilities
- Lead, coach, and schedule the support team daily to meet workforce capacity requirements.
- Execute activation and customer service processes, enforcing compliance with goals and SOPs.
- Achieve activation objectives and respond to member concerns within agreed service level agreements.
- Identify inefficiencies in processes, analyze root causes, and recommend actionable improvements without altering core SOPs independently.
- Develop and maintain dashboards to monitor capacity, activation performance, and SLA adherence to anticipate staffing needs and prevent escalation.
Required Qualifications
- At least 7 years in operations leadership, managing teams in high-volume, SOP-driven environments such as call centers or member services.
- Proven ability in root cause analysis and process diagnosis to uncover bottlenecks and translate insights into evidence-based recommendations.
- Experience managing workforce models including scheduling, capacity planning, and performance coaching.
- Ability to enforce team accountability for process compliance and SLA standards.
- Competency with CRM and telephony tools like Salesforce and RingCentral or equivalents.
- Strong leadership skills to manage daily operations and long-term team development.
Preferred Qualifications
- Background in digital health, healthcare services, or other regulated service environments.
- Experience working in early-stage startup settings.