Senior Manager, Support Operations & Excellence

@ Wellist

Overview

At Wellist, we support people through life’s most complex moments—whether they’re navigating cancer treatment, caring for an aging parent, or simply managing day-to-day challenges. As our Senior Manager, Support Operations, you are accountable for making every interaction exceptional.

What You’ll Own

Hands-On Execution: Work at the Copley Boston office five days a week, resolving cases, answering calls, and stepping in wherever needed. Travel to Connecticut 1-2 days per month to shadow and coach our Patient Ambassadors.

End-to-End User Excellence & Escalations: Ensure a high-quality, personalized experience for every employee and patient. Serve as the escalation point for complex situations, streamline workflows, develop training models, refine scripts and protocols, and partner with client executives.

Performance-Driven Team Leadership: Set and track service standards, manage team schedules, lead daily huddles, and conduct performance reviews.

Team Development & Coaching: Provide real-time coaching, create development plans, lead hiring, onboarding, and ongoing team training.

What Success Looks Like

In 3 months: Execute all functions and build team trust through improved SLAs and key performance areas. In 6 months: Introduce new tools, trainings, and workflows to elevate user experience and performance; effectively onboard and upskill new team members. In 12 months: Build a scalable model with measurable, repeatable, and agile systems while carrying the company culture and developing high-performing talent.

What You Bring

• 5+ years leading high-performing customer service or care coordination teams in healthcare, wellness, or service-driven industries.
• Experience in high-growth, resource-constrained environments.
• Proven ability to drive performance using metrics, coaching, and operational leadership.
• Comfort working with data and making informed decisions.
• A balance of empathy and urgency with experience managing hybrid or distributed teams.

About Wellist

Wellist is a mission-driven digital health company transforming employee well-being and reducing costs with a precision resource-matching platform. Recognized by Fast Company, MassTLC, Rock Health, American Business Awards, and BostInno, Wellist delivers meaningful impact for patients, families, and employees.

Why Work Here

• A meaningful mission that makes a difference for patients and families.
• Outstanding benefits including excellent medical, dental, life & disability insurance, up to 3 weeks of PTO, and generous parental leave.
• Opportunity to advance your career within a Series A stage healthcare startup.
• Please note: Wellist will not sponsor new applicants for employment authorization.

Key Skills/Competency

• Leadership
• Operations
• Customer Service
• Coaching
• Team Management
• Healthcare
• Training
• Process Improvement
• Escalations
• Data Analysis