Senior Manager, Patient and Employee Experience

Senior Manager, Patient and Employee Experience At Wellist, we support people through life's most complex moments—whether they're navigating cancer treatment, caring for an aging parent, or simply trying to manage the day-to-day. Every interaction matters. And as our Senior Manager, Patient and Employee Experience, you'll be accountable for making sure every one of them is exceptional. We're looking for a high-empathy, high-accountability leader who's as comfortable jumping on the phones as they are setting strategy. You'll own our frontline Support Center operations and Patient Ambassador program—personally ensuring every patient or employee is connected to the right resource with urgency, clarity, and care. This is not a behind-the-scenes role. You'll set the tone for our team and directly shape the experience of every user we serve. What You'll Own Hands-On Execution This is a see one – do one – teach one environment. You'll roll up your sleeves at our Copley Boston office five days a week, eight hours a day—answering calls, resolving cases, and stepping in wherever help is needed. You'll know the operations inside and out, using that knowledge to build better systems and directly improve outcomes. Travel to Connecticut (minimum of 1-2 days a month) to shadow, support, and coach our Patient Ambassadors—ensuring every patient interaction meets our highest standards. End-to-End User Excellence & Escalations Guarantee a high-quality, personalized experience for every employee and patient we support. Serve as the point of escalation for complex or sensitive situations—resolving them thoroughly and with compassion. Identify user pain points, streamline workflows, develop new training models, and continuously refine scripts and protocols. Put in place scalable systems and refine processes to drive greater efficiency and elevate the quality of operations. Partner with client executives to ensure alignment with clinical, operational, and safety priorities. Deliver clear, timely client communications and trainings as needed. Performance-Driven Team Leadership Set, track, and uphold clear service standards (e.g., response time, satisfaction scores, enrollment metrics). Manage daily team schedules and coverage to support both proactive and inbound outreach. Lead daily huddles and regular performance reviews; use each interaction as a chance to coach and improve. Model excellence—showing your team exactly what "great" looks like and constantly raising the bar. Team Development & Coaching Provide real-time 1:1 coaching for Wellbeing Specialists (Boston) and Patient Ambassadors (Connecticut). Create development plans that help each team member grow—and ensure those plans align with company needs. Lead hiring, onboarding, and ongoing training as the team scales. What Success Looks Like 3 months in: You can execute every function in the operation and have built trust with your team by delivering on SLAs and improving 2–3 key performance areas. 6 months in: You've introduced new tools, trainings, or workflows that elevate the user experience and enable your team to exceed performance benchmarks. You've onboarded and upskilled new team members effectively. 12 months in: You've built a scalable model of operational excellence. The systems you've implemented are measurable, repeatable, and agile—ready to grow across clients and geographies. You're recognized as a culture carrier, a coach who develops high-performing talent, and a leader who raises the bar across the board. What You Bring 5+ years leading high-performing customer service or care coordination teams, ideally in healthcare, wellness, or other service-driven industries Experience operating in high-growth, resource-constrained environments where expectations evolve rapidly Proven ability to drive performance through metrics, coaching, and operational leadership Strong comfort with data, metrics, and making decisions that improve team outcomes A balance of empathy and urgency—you move fast and lead with care Experience managing hybrid or distributed teams About Wellist Wellist is a mission-driven digital health company leading the way in revolutionizing how employers enhance employee well-being while reducing costs. Our innovative solution delivers the "right resources at the right time," using a precision resource-matching platform, targeted activation campaigns, and employee-driven data. By simplifying benefits access and amplifying value from existing benefits partners, we help organizations improve employee outcomes and achieve significant cost reductions. Wellist's outstanding contributions have been recognized by organizations including Fast Company (Most Innovative Companies 2024 - Human Resources), MassTLC (Most Innovative Technology of the Year), Rock Health (Top 50 in Digital Health, Diversity, Leadership), American Business Awards (Company of the Year, Silver Stevie) and BostInno (50onFire). Why work here A meaningful mission - join a team that makes a difference for patients and families. Outstanding benefits - excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and a generous parental leave policy. Opportunities to develop your career - expand your resume with a Series A stage healthcare startup. At this time, Wellist will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). #J-18808-Ljbffr