Senior Operations Manager, NEMT (Fully Remote, U.S. Only)

Wingz; Georgia (VT); Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company in Non-Emergency Medical Transportation seeks a Senior Operations Manager to enhance support operations. The role involves process design, team leadership, and collaboration with cross-functional teams to ensure high-quality service. Ideal candidates have experience in NEMT and managing large teams in a fast-paced environment.

Benefits

Competitive compensation and benefits

Qualifications

• 5+ years managing support or operations teams of at least 20 people.
• Experience in NEMT is a must.

Responsibilities

• Oversee day-to-day Support operations and define scalable processes.
• Manage and mentor a growing team of support specialists.

Skills

Communication

Analytical Skills

Process Improvement

Tools

Zendesk

Job description

Senior Operations Manager, NEMT (Fully Remote, U.S. Only)

Direct message the job poster from Wingz

Wingz is a rideshare platform focused on Non-Emergency Medical Transportation (NEMT). Our network of compassionate, credentialed drivers helps vulnerable populations gain access to the care they need.

About The Role

We are seeking a strategic and hands-on Senior Operations Manager, NEMT to join our growing Operations team. This role is responsible for ensuring that our drivers, riders, partners, and internal stakeholders receive fast, accurate, and empathetic service. You will oversee day-to-day Support operations, define scalable processes, implement KPIs, and drive continuous improvement across support channels.

What You'll Do

• Process Design & Optimization: Evaluate and refine workflows, escalation procedures, and service levels. Introduce automation and tooling where appropriate.
• Operational Metrics & Reporting: Define and track key Support KPIs.
• Cross-functional Collaboration: Work closely with Product, Engineering, and Operations teams to escalate issues, share insights, and advocate for Ops needs.
• Knowledge Management: Oversee the development and maintenance of internal and external knowledge bases.
• Tooling & Systems: Evaluate, implement, and optimize support platforms (e.g., Zendesk).
• Scaling Support: Develop hiring plans, training programs, and support structures to scale the function as the business grows.
• Support Team Leadership: Manage and mentor a growing team of support specialists, leads, and supervisors. Foster a high-performance, service-oriented culture.

What You'll Need

• 5+ years managing support or operations teams of at least 20 people.
• Experience in NEMT is a must.
• Excellent written and verbal communication skills.
• Proven track record of leading high-performing support organizations in a fast-paced environment.
• Deep familiarity with support KPIs.
• Strong analytical and process improvement skills; comfortable using data to drive decisions.
• Desire to work in a fast-paced, startup environment.

Bonus Points

• Experience working in rideshare (e.g., Uber, Lyft).
• Experience with Zendesk administration and optimization.

Why Wingz?

• Mission-driven work that makes a tangible difference in people’s lives.
• A small, agile team where your impact is felt every day.
• Competitive compensation and benefits.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Internet Marketplace Platforms