Operations Lead - Scale Healthcare Support & Automation

Thrive Mobile; Nashville (TN); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Hybrid work options (location-based)

Health insurance

401(k) with company matching

Unlimited vacation and sick days

Learning & development budget

Job summary

Thrive Mobile in Nashville, TN is hiring an Operations Manager to lead and scale the member sales and support team. You will own staffing, daily workflows, and the health of the queue, while hands-on building and fixing the workflows that drive efficiency.

You’ll analyze performance, surface opportunities, and collaborate with Engineering to fix root causes. The role requires technical capability, cross-functional collaboration, and a data-driven approach to improve the member experience.

Qualifications

• 3–6 years of experience in business operations, call center operations, product operations, or a technical-operations role.
• Proven low-code automation experience inclusive of SQL in some workflow stack.
• Ability to query and analyze data independently to answer questions.
• Root-cause analytical thinking with data-driven hypotheses and tests.
• Track record of diagnosing operational problems to root cause, not just escalating symptoms.
• Comfort with call-center operations and cross-functional collaboration.
• Experience scaling a team or operation during high growth is a plus.

Responsibilities

• Own TA team end-to-end: staffing, workload management, performance monitoring, and process improvements.
• Create scalable management rituals, quality standards, and escalation paths.
• Serve as the day-to-day contact for urgent TA matters and real-time issues.
• Collaborate with Client Operations, Product, and Engineering to improve member experience.
• Own TA workflow health and CRM as system of record for daily tasks.
• Partner with supervisors to keep queue clean and SLAs intact.
• Identify and escalate systemic issues with evidence and impact sizing.

Skills

Operations experience

Low-code automation

SQL

Data analysis

Root-cause analysis

Communication

Escalation management

Tools

Zoho CRM/Desk/Flow

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Job description

Thrive Mobile in Nashville, TN is hiring an Operations Manager to lead and scale the member sales and support team. You will own staffing, daily workflows, and the health of the queue, while hands-on building and fixing the workflows that drive efficiency.

You’ll analyze performance, surface opportunities, and collaborate with Engineering to fix root causes. The role requires technical capability, cross-functional collaboration, and a data-driven approach to improve the member experience.