Remote Operations Leader: Elevate Patient Care

One Call; Santa Fe (NM); On-site; USD 130,000 - 190,000; Full time

Benefits offered by this job

Remote work

Generous time off

Comprehensive benefits

Employee assistance program

Job summary

One Call is a remote-first company that enables care coordination by supporting injured workers with high-quality customer service. As Director Operations, you will lead multiple teams, optimize processes, and drive performance metrics while maintaining a strong customer-first culture.

You will oversee scheduling, coaching, and performance management in a home-based role, collaborating with internal teams and external vendors to ensure elite service outcomes.

Qualifications

• Extensive leadership and team management experience.
• Excellent communication, coaching and mentoring abilities.
• Strong problem-solving and analytic skills for process improvements.
• Working knowledge of workforce management practices and tools.
• Ability to operate in a remote, home-based environment.

Responsibilities

• Oversees one or more teams of Associates handling inquiries via phone/email.
• Monitors operations to meet service levels and policies.
• Manages scheduling and ensures adequate phone coverage.
• Acts as escalation point for difficult issues.
• Provides feedback on call quality and coaching to supervisors.

Job description

One Call is a remote-first company that enables care coordination by supporting injured workers with high-quality customer service. As Director Operations, you will lead multiple teams, optimize processes, and drive performance metrics while maintaining a strong customer-first culture.

You will oversee scheduling, coaching, and performance management in a home-based role, collaborating with internal teams and external vendors to ensure elite service outcomes.