Remote Operations Manager - Contact Center & QA Lead

Scene Health; United States; Remote; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid vacation

Paid sick leave

Paid holidays

Fully remote work

Employee Assistance Program

Job summary

Scene Health is seeking an Operations Manager to own daily operations performance, compliance, and workflows across our telephony system and proprietary software. You will lead TalkDesk administration, KPI reporting, QA, and workforce planning, collaborating with Product and Engineering to deliver scalable, compliant processes.

You will work with frontline teams to translate operational pain points into system-level solutions, driving training, documentation, and vendor coordination in a fully

Qualifications

• Experience administering a contact center platform (TalkDesk preferred).
• Own and report on call center KPIs (AHT, occupancy, reach rate).
• Familiarity with HIPAA and TCPA compliance requirements.
• Experience building QA and disposition workflows, including automation.

Responsibilities

• Serve as day-to-day lead for TalkDesk operational use, including user setup and reporting.
• Lead process improvement projects within TalkDesk to enhance operations performance.
• Identify and implement automation for QA scoring and reporting workflows.
• Collaborate with Product and Engineering to translate needs into technical requirements and timelines.
• Set up and monitor new client campaigns and outreach efforts.
• Develop and maintain outreach/call lists and improve outbound reach rates.
• Lead pre-launch configuration of telephonic systems and provide post-launch support.

Skills

TalkDesk administration

KPI ownership

HIPAA/TCPA compliance

QA/workflow automation

Cross-functional collaboration

Workforce planning

Training materials

Healthcare/healthtech

Spanish proficiency

Tools

TalkDesk

Job description

Scene Health is seeking an Operations Manager to own daily operations performance, compliance, and workflows across our telephony system and proprietary software. You will lead TalkDesk administration, KPI reporting, QA, and workforce planning, collaborating with Product and Engineering to deliver scalable, compliant processes.

You will work with frontline teams to translate operational pain points into system-level solutions, driving training, documentation, and vendor coordination in a fully