Operations Program Manager, Operational Transformation & Enablement

As an Operations Program Manager you will play a critical role in successfully launching strategic clients and leading complex, cross-functional projects within Member Care. This role is accountable for ensuring Member Care has the tools, resources and information needed to successfully support members.  The Operations Program Manager will work closely with Member Care Leaders and cross-functional partners to research and resolve operational issues and will take on project management for large-scale projects. The right candidate is curious, a quick-learner, can work both independently and as a part of a team and has a passion for solving problems. An ideal candidate is dedicated to providing world-class customer service and has a drive to improve healthcare and health outcomes.

This role is an individual contributor. This role will report into the Senior Manager, Operational Transformation & Enablement.

• Follow project management best practices to lead complex, large-scale cross-functional projects
• Ensure Member Care has the tools, systems and processes in place and documented to meet the service delivery models of new clients and clients launching new products/services
• Represent Member Care in cultivating strong and healthy relationships with clients, insurance carriers and consultants
• Engage appropriate resources from Member Care to ensure successful launches, including but not limited to Training, Knowledge Enablement and Workforce Planning
• Own or identify owner to drive major issue resolution during launches or projects
• Lead the Member Care workstream for high-priority client launches, collaborating with Member Care leadership, Training, Quality, Knowledge Enablement and CaPS (Care Delivery, Planning and Strategy)
• Lead process-development and problem-solving with external vendors and carriers
• Provide subject matter expertise on Care Team roles and functions

• 3+ years experience managing large, cross-functional projects
• 3+years experience in an office or corporate environment
• 2+ years experience in healthcare, health plan or adjacent field
• 2+ years experience utilizing spreadsheet software (e.g. Excel, GSheets) and slide software (e.g. PowerPoint, Google Slides)
• Strong written and verbal communication with experience presenting to internal leadership and (desired) external clients/stakeholders
• Curious nature- wanting to dig in and understand root causes of problem
• Experience in customer/client-facing roles
• Ability to adapt to a changing environment
• Experience with Included Health’s Products and Services preferred
• Experience with health insurance standards and processes preferred

• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.

The duties and responsibilities in this job description are neither exclusive nor exhaustive and will be updated on a regular basis and may be amended in the light of changing circumstances or business needs. While this job description is intended to be an accurate reflection of the current job, Included Health reserves the right to add, modify, or exclude any duty or requirement at any time or without any notice. FInally, this job description is not intended in any way to create a contract of employment. Unless you have a written employment agreement signed by an authorized Included Health or Doctor On Demand representative, you are employed at-will.

The United States new hire base salary target ranges for this full-time position are:

Zone A: $89,580 - $116,460 + equity + benefits  

Zone B: $103,017 - $133,930 + equity + benefits  

Zone C: $111,975 - $145,580 + equity + benefits  

Zone D: $116,454 - $151,400 + equity + benefits  

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following: 

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents 

Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO")

12 weeks of 100% Paid Parental leave

Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance

Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) 

11 Holidays Paid with one Floating Paid Holiday

Work-From-Home reimbursement to support team collaboration and effective home office work 

24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.