Customer Operations & Clinical Support Manager

About the Role

We are seeking a highly experienced, hands-on Operations Manager to lead, build, and continuously evolve our customer support operations. This is a strategic and operational leadership role responsible for designing scalable support offerings, optimizing clinical and operational workflows, and delivering exceptional member experiences.

The ideal candidate is an analytical, impact-driven leader with 10+ years of experience in operations, stakeholder management and customer support. They thrive in fast-paced environments, are deeply data-oriented, and are comfortable building processes, policies, and performance frameworks from the ground up.

This role will be instrumental in defining trends, driving operational excellence, supporting billing and scheduling workflows, and integrating AI-driven efficiencies across support functions.

What You'll Do

Strategic & Operational Leadership

• Design, build, and evolve customer support offerings aligned with organizational goals.

• Develop scalable operational frameworks to support member growth.

• Lead continuous improvement initiatives.

• Identify operational gaps and implement high-impact process improvements.

Customer Support & Member Experience

• Oversee day-to-day member support operations.

• Define and monitor KPIs (SLA, CSAT, resolution time, quality metrics).

• Analyze member interaction trends to drive improvements.

• Ensure high-quality, empathetic, and compliant member engagement.

Clinical Operations & Process Management

• Partner with clinical teams to streamline workflows and scheduling operations.

• Develop and maintain policies and SOPs for support and operational processes.

• Ensure alignment across scheduling, billing, and vendors.

Data Analytics & AI Enablement

• Leverage data analytics to identify trends, optimize performance, and forecast demand.

• Build dashboards and executive-level reporting.

• Translate insights into operational strategy and action plans.

• Support AI-driven automation to improve efficiency and scalability.

Scheduling & Workforce Management

• Assist in managing workforce planning and scheduling systems.

• Help forecast staffing needs based on demand and growth.

• Contribute to optimizing resource allocation and capacity planning.

Vendor & Cross-Functional Leadership

• Able to support third-party vendors

• Lead cross-functional collaboration with Clinical, Finance, Product, and Engineering.

Billing & Operational Oversight

• Billing operations for accuracy and efficiency.

• Quality audits on processes

• Be actively involved in the deployment and integration of new tooling solutions.

• Help drive efficiency into processes and help build a scalable framework

What You Bring

• 10+ years of experience in operations, customer support, or service delivery leadership.

• Proven experience building and scaling support functions.

• Highly organized with a proven ability to manage multiple projects and deadlines efficiently

• Demonstrated experience leading continuous improvement initiatives.

• Strong background in data analytics and performance reporting.

• Experience implementing AI tools within support operations.

• Expertise in process development, policy creation, and operational optimization.

• Experience in workforce management and scheduling systems.

• Vendor management experience.

Note:

• Standard hours of operation are Monday through Friday, 9:00 AM – 5:00 PM EST.

• Given the dynamic and fast-paced nature of our operations, this role requires flexibility outside of standard business hours as needed.

What we offer

• Impact: Be at the forefront and contribute to groundbreaking, AI-driven healthcare experiences, directly interface with execs at the world's leading tech & healthcare orgs

• Growth: Significant opportunities for broad ownership and professional development within our rapidly scaling startup

• Compensation: Competitive salary + equity

• Benefits: Comprehensive healthcare, vision + dental, 401K, Unlimited PTO, Parental Leave

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Our Values

• Patients come first.
We are clinicians 1st, technologists 2nd. We act with patient trust/safety at the center of every decision.

• Innovate with optimism.
We are optimistic as we build the future of care delivery from first principles. Challenge the status quo when needed, no sacred cows.

• Right answer wins.
Debate openly and pick the strongest path. We optimize for the company, not functions. We win and lose as a team.

• Simplicity over complexity.
We choose clear, elegant solutions and avoid adding complexity that does not serve patients or the team.

• Do fewer things, well.
We focus, and hold ourselves to the highest bar and pursue excellence in those areas.

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About Counsel

Counsel’s mission is to multiply the world's healthcare capacity. We believe in a future in which every person has a personalized, AI-enabled doctor always in their pocket. To accomplish this, we’re building the first fully-vertical, AI-native medical group from the ground up. We’ve redesigned the entire clinical stack with custom AI tools that make our in-house physicians 10x faster and smarter. [learn more on our blog]

Since our founding in 2023, we have formed partnerships with leading healthcare organizations and are on track to serve hundreds of thousands of patients on our platform within the next year. We have raised over $35M from a16z, Google Ventures, Pear VC and other top-tier VC firms.

Our team combines deep expertise in medicine (Harvard, Mt. Sinai, Mass General, UCSF) and technology (Google, DeepMind, NVIDIA, MIT, Stripe) — and we’re looking for exceptional people to join us as we scale.

Join us as we build the future of AI in healthcare!

Recruitment Fraud Notice
Counsel Health only communicates with candidates using official @counselhealth.com email addresses. We will never ask for payment or financial information during the interview process. If you receive suspicious outreach claiming to be from Counsel Health, please contact us at [email protected].