Remote Senior Manager, Support Operations & Transformation

Receptive, Inc.; Northern (KY); Hybrid; USD 125,000 - 140,000; Full time

Job summary

Receptive, Inc. seeks a Senior Manager of Support Operations to own and scale telehealth support across brands. You will lead Customer Support Managers, design scalable processes, and drive workforce planning with an emphasis on empathy and patient/provider safety.

This remote, US-based role focuses on data-driven improvement, quality assurance, and strategic use of AI and automation to expand capacity while preserving human connection in healthcare.

Qualifications

• 3–5 years of experience managing remote customer support or support operations in telehealth or healthcare.
• Solid Zendesk experience: workflows, macros, reporting, quality practices, and knowledge management.
• Experience with electronic health record systems; Healthie is a plus.
• Strong knowledge of healthcare insurance operations and regulatory handling.
• Experience evaluating AI, automation, or self-service in support.
• Excellent communication, change-management, and cross-functional leadership.
• Experience leading a seven-day support operation with flexible scheduling.
• This role follows a Monday–Friday schedule; Eastern/Central time zones preferred.

Responsibilities

• Lead, coach, and develop Customer Support Managers and build accountability.
• Establish expectations, decision rights, and operating rhythms across the team.
• Own insurance-related support workflows and create playbooks and escalation paths.
• Use data to align capacity with demand and guide process/tool implementations.
• Establish quality assurance for email, chat, and phone support.
• Govern Zendesk macros and internal knowledge resources.
• Identify and pilot AI, automation, and self-service to expand capacity with oversight.
• Serve as senior escalation point and improve cross-functional handoffs.

Skills

Remote leadership

Zendesk expert

Healthcare ops

Leadership

AI & automation

Cross-functional

Workforce planning

Tools

Zendesk

Healthie

EHR systems

Job description

Receptive, Inc. seeks a Senior Manager of Support Operations to own and scale telehealth support across brands. You will lead Customer Support Managers, design scalable processes, and drive workforce planning with an emphasis on empathy and patient/provider safety.

This remote, US-based role focuses on data-driven improvement, quality assurance, and strategic use of AI and automation to expand capacity while preserving human connection in healthcare.