About the job

Who We Are:

Reverence is a technology company working with home-based care organizations to solve one of the hardest problems in healthcare – how to get the right people, in the right place, at the right time.

We provide technology and scheduling solutions that enable healthcare provider groups to significantly improve staffing operations.

We have seen rapid business growth over the past year – a testament to the critical nature of the problems we are solving – and we are building out a world-class team to support our next wave of growth.

Our mission-driven team brings significant front-line experience driving excellence in home-based care and improving workforce operations – one of the gnarliest (and most interesting!) business challenges facing healthcare organizations.

About the role:

We are seeking a Strategy and Operations Manager to help shape and lead the day-to-day delivery of our managed service scheduling solutions.

In this position, you will work with Reverence’s leadership team to design, implement, and manage operations of high-quality client management processes. You will serve as the lead of our team of scheduling associates, who operate Reverence’s systems on behalf of partnering organizations – working month to month to ensure staffing levels in line with our rapid growth and business goals, as well as guiding day-to-day and week-to-week team operations to ensure optimal team performance.

As our team and roster of clients continue to grow rapidly, you will play a key role expanding our client-facing services in parallel – You will help scale the best practices we have established and will continue to refine, all while contributing to mission-critical company goals such as client retention.

What you’ll do:

• Serving as lead of our team of scheduling specialists:
  • Oversee the hiring processes for, and training and performance management of, a sizable team of full-time and part-time employees
  • Bringing a data-driven lens to staffing processes – ensuring tight planning of our internal staffing model, both in the immediate week-to-week sense, and in a month-to-month context as we rapidly expand our base of partnering organizations
  • Design and adapt optimal team structure and division of responsibilities across a growing team of associates and supervisors
• Driving operational excellence and leading execution of our innovative client operating model by:
  • Deeply understanding and driving quality performance of team’s core workflows
  • Design dashboards, metrics and reporting tools to track team and operational performance
  • Shaping and conducting quality assurance reviews to ensure the effective delivery of our managed service product across a wide client base; conducting quality assurance for various day-to-day operational processes on the Client Services team
  • Working with the product and accounts teams to review customer feedback, identify areas for standardization and automation, and adapt workflows accordingly
• Ensure the success of a growing team by:
  • Developing and maintaining an effective performance management program to provide regular feedback, improve team skills, encourage engagement and identify advancement opportunities for employees
  • Managing the knowledge base and supporting documentation, ie: macros, templates and scripts to support efficient onboarding of team members and ongoing operational consistency– ensuring they reflect the rapidly evolving changes to our product and operating model

What you’ll need:

• You pair strong business judgment with a significant bias toward action – a doer, with a high-degree of comfort in fast-paced business environments
• You have a strong knack for using data to drive thoughtful decision-making – and the ability to think strategically and balance immediate-term and medium-term objective
• You have a high degree of comfort with ambiguity and thrive in environments where you need to bring order to chaos
• You have experience managing/guiding front-line workforce firmly but empathetically – pairing pragmatism and good communications skills with decisive/swift managerial decision-making when required
• You have experience working with, and guiding the operations of, front-line operations professionals (and contract/part-time workforce) – and clear perspectives on what it takes to communicate effectively at scale with a distributed team
• Experience with Enterprise ticketing systems (e.g. Zendesk) and knowledge of metrics associated with ticket-based operations
• You have strong familiarity with core business systems: Microsoft/Google Workspace or equivalent productivity software, especially Excel & PowerPoint (or equivalent)
• You bring enthusiasm, positivity, and proactivity to your work – you are a culture-carrier!

We provide:

• Competitive compensation. The U.S. base salary range for this full-time position is $70k to $100k USD annually. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all U.S. locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. In addition to salary, you will also be eligible for equity and our benefits package.
  
• Equity options
• Flexible Paid Time Off
• Flexible working hours
• Competitive health benefits
• Home office support
• Commitment to investing in your professional growth
• An office in New York City for visitors and local employees
• Paid sabbatical after 5 years

Reverence is a globally distributed team. While the majority of our organization works remotely, we maintain a small shared office space in New York City and envision a future that balances face to face collaboration with a dynamic, hybrid work environment.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

We are an equal opportunity employer committed to providing all employees with a work environment free of discrimination and harassment. We celebrate diversity and welcome applicants from every background and life experience.