Operations Manager, Care Concierge | Telehealth | Patient Experience

Allara is a telemedicine platform delivering expert, multidisciplinary healthcare for women with hormonal conditions, covered by many insurance plans. Allara’s comprehensive telehealth platform pairs patients with a dedicated care team to provide expert medical guidance, nutrition and lifestyle coaching, and personalized treatment plans that go beyond the basics. As one of the fastest-growing women’s health platforms in the US, Allara provides innovative, high-quality care while addressing long-overlooked gaps in the healthcare system for women with hormonal health needs.

About the Role 

We’re looking for a strategic and compassionate individual to oversee day-to-day operations and lead our Care Concierge team to deliver an exceptional experience for our patients and providers. The Operations Manager will play a pivotal role in driving operational excellence, improving workflows, and ensuring team performance meets key metrics while fostering a supportive and collaborative environment.

This role will directly manage our Supervisors and oversee overall team performance, including workforce management, operational planning, and team development. You’ll partner closely with leadership to identify areas for improvement, implement solutions to optimize efficiency, and ensure we are delivering high-quality care at scale. This position requires a strong blend of leadership, operational expertise, and data-driven decision-making. The Operations Manager will report to the Director of Care Concierge.

Remote: Fully remote within the U.S.

What You’ll Do 

Team Leadership & Development

• Develop, coach, and lead Supervisors to build a high-performing team that delivers exceptional patient and provider experiences.
• Provide strategic guidance to Supervisors to ensure alignment with team goals and individual development.
• Use performance management strategies to address performance gaps and drive team growth, including implementing action plans and monitoring progress.
• Own the creation and continuous improvement of onboarding and ongoing training programs, ensuring team members have the knowledge and resources they need to excel.
• Partner with quality stakeholders to reinforce and refine QA processes, integrating feedback and performance insights to uphold a consistently high standard of service.

Operational Excellence

• Oversee workforce management, ensuring schedules, SLAs, and staffing are optimized throughout the day to meet team and patient needs.
• Monitor team metrics such as contact rates, ticket resolution times, and provider/patient satisfaction scores, and use insights to drive continuous improvement.
• Collaborate with leadership to create, refine, and implement workflows that scale with organizational growth while maintaining quality.
• Leverage root cause analysis to identify operational challenges and implement actionable solutions.

Collaboration & Partnership

• Partner with the Director of Care Concierge to ensure alignment on operational goals, patient needs, and team growth strategies.
• Collaborate with the Quality Lead to use performance insights from audits to enhance team efficiency and quality.
• Partner with Supervisors to manage escalations, resolve blockers, and deliver a seamless support experience for patients and providers.

Data-Driven Strategy

• Analyze operational metrics, ticket tags, and performance data to identify trends and opportunities for improvement.
• Drive initiatives that improve KPIs such as retention, response times, and overall team productivity.
• Develop and execute Concierge project plans that address team needs and align with organizational priorities.

Ownership of Team Operations

• Manage onboarding and off-boarding processes for team members.
• Ensure processes and workflows are documented and updated to reflect operational changes and improvements.
• Maintain accountability for overall team performance, ensuring alignment with organizational goals and patient care standards.

Who You Are

3+ years of progressive experience managing multilayered teams in a call center environment, with a preference for candidates with experience in healthcare, telehealth, and/or startup settings. You bring a proven track record of leadership in a customer-facing environment, with the ability to foster a positive, high-performing team culture while delivering exceptional patient and provider experiences. You are an empathetic yet decisive leader with strong problem-solving skills, exceptional communication abilities, and a detail-oriented mindset. Adept at using data and analytics, you proactively identify opportunities to improve workflows, optimize performance, and ensure operational success in a dynamic, fast-paced environment.

• Proven ability to lead and develop multilayered teams to achieve performance goals while maintaining a collaborative and motivated team culture.
• Strong understanding of call center operations, including SLA monitoring, workflow optimization, and resource planning.
• Data-driven mindset, with experience analyzing metrics (e.g., contact rates, resolution times, retention trends) to develop and implement actionable strategies for improvement.
• Exceptional communication and interpersonal skills, with a focus on clarity, active listening, and building trust across all levels.
• Demonstrated ability to manage competing priorities, make data-informed decisions, and drive operational success in a fast-paced environment.
• Skilled in coaching and performance management, empowering team members to grow and achieve their full potential.

What Allara Offers 

Compensation & Career Growth

At Allara, we offer competitive compensation tailored to geographic locations. Below are the base salary ranges by zone for this role:

• Zone 1 (New York City, San Francisco, Seattle) $100,800 - $117,600
• Zone 2 (Los Angeles, Washington D.C., Boston) $95,760 - $111,720
• Zone 3 (Chicago, Denver, Austin, Philadelphia, Miami) $90,720 - $105,840
• Zone 4 (Atlanta, Phoenix, Dallas) $85,680 - $99,960
• Zone 5 (All other locations) $80,640 - $94,080

Actual compensation will be determined based on a variety of factors, including but not limited to: candidate experience, education, certifications, and skill set. In addition to base salary, our total compensation package includes equity, comprehensive health benefits (medical, dental, vision), generous paid time off, and additional wellness and professional development perks. 

Work Environment & Flexibility

• 100% remote within the U.S. 
• PTO & 11 company holidays 
• Annual onsite in NYC

Health & Wellness

• Medical, dental, and vision benefits
• Health Savings Account (HSA) & Flexible Spending Account (FSA)
• Long- and short-term disability coverage
• Annual $250 employee wellness stipend

Family & Future Planning

• 401(k) plan
• Parental leave & family planning support benefits

Additional

• Company-issued laptop
• Annual $250 work-from-home stipend
• A collaborative, mission-driven culture focused on improving patient care

At Allara, we believe in celebrating everything that makes us human and are proud to be an equal-opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members. We’re an Equal Opportunity Employer and do not discriminate against candidates or patients based on race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.