Customer Care Product Ops Lead

WellDyne; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

WellDyne is seeking a Manager, Customer Care: Product Operations to lead the strategic direction and operational performance of External Well Assist (EWA), WellAssist Plus, PA Concierge, and Member Routing programs.

You will oversee a team, drive process improvements, ensure regulatory compliance, and deliver best-in-class customer care experiences through cross-functional collaboration and data-driven decisions.

Qualifications

• 3-5 years of leadership experience leading supervisors and teams in a service and production-oriented environment.
• Strong analytical skills.
• Experience collaborating with cross-functional partners such as Implementation, Client Services, Product.

Responsibilities

• Provide strategic leadership, operational oversight, and accountability for EWA, WellAssist Plus, PA Concierge, and Member Routing programs.
• Lead daily operational execution while establishing long-term strategies that support growth, scalability, service excellence, and client satisfaction.
• Directly supervise, coach, develop, and evaluate a Product Operations Analyst and Supervisor, Specialty Support, including performance management and career development.
• Establish team goals, productivity standards, quality metrics, and development plans aligned with objectives.
• Hire, onboard, train, mentor, and retain high-performing team members with a culture of accountability.
• Oversee client onboarding, product implementation, configuration validation, testing, maintenance activities, and operational readiness.
• Governance and oversight of product configuration, member maintenance processes, routing logic, reporting structures, and workflows.
• Assess operational impacts of client requests, product modifications, and regulatory changes with cross-functional partners.
• Partner with Customer Care, Specialty Operations, Clinical Services, Client Services, and Technology teams to support objectives and member experiences.
• Manage escalated member, provider, client, and operational issues with problem-solving and stakeholder coordination.
• Develop, monitor, and communicate KPIs, dashboards, scorecards, productivity metrics, quality measures, and service levels.
• Analyze performance trends, conduct root cause analyses, and implement corrective actions to improve effectiveness.
• Utilize data-driven decision making to optimize workflows, resources, and program performance.
• Support client reviews, audits, RFP responses, strategic initiatives, and projects.
• Develop and maintain policies, procedures, training materials, and operational documentation.
• Identify and implement process improvements, automation opportunities, and best practices for efficiency and satisfaction.
• Serve as SME for assigned programs and represent Product Operations in leadership discussions and client interactions.
• Performs additional duties as assigned.

Skills

Leadership

Analytical skills

Cross-functional collaboration

SQL

Communication

Project management

Problem solving

Tools

Microsoft Office

Reporting tools

Job description

WellDyne is seeking a Manager, Customer Care: Product Operations to lead the strategic direction and operational performance of External Well Assist (EWA), WellAssist Plus, PA Concierge, and Member Routing programs.

You will oversee a team, drive process improvements, ensure regulatory compliance, and deliver best-in-class customer care experiences through cross-functional collaboration and data-driven decisions.