The Role

As a Care Navigation & Support Specialist, you lead day-to-day execution, performance management, and operational readiness across Care Support and Navigation. You are responsible for supervising a rotating support team, ensuring SOP alignment, managing 24/7 roster planning, and owning escalations. You are the key driver of consistency and quality in client-facing operations and play a pivotal role in feedback loops and rollout readiness.

What You'll Do

1. Team Supervision & Shift Oversight

• Supervise daily task execution, provide real-time guidance to Associates and Senior Associates.
• Plan and manage 24/7 shift rosters, ensuring consistent coverage and timely escalations.
• Monitor and coach performance; raise training or disciplinary needs when necessary.

2. SOP Enforcement & Operational Quality

• Lead regular SOP audits and ensure high adoption and accuracy across shifts.
• Own escalation protocols; ensure documentation and follow-through on critical cases.
• Review and close feedback loops from QA and user complaints.

3. Operational Reporting & Metrics Leadership

• Track and report team-wide performance across SLA, USAT, case resolution, tagging.
• Maintain hygiene in reporting dashboards and escalate blockers proactively.
• Drive issue resolution across workflow, user journey, or platform bugs.

4. Cross-functional Liaison & Enablement

• Act as main liaison between Commercial and Product/Ops for launches.
• Validate new service workflows from a care ops lens before go-live.
• Share recurring insights from the team and users to improve process and experience.

Who You Are

• Min 5 years of experience in a specialist, supervisor, or lead role in support/care.
• Demonstrated experience managing rosters, escalations, and performance reviews.
• Deep familiarity with SOPs, QA processes, and internal tool usage.
• Strong communicator and collaborator with cross-functional leadership.
• Willingness to support rotational (incl. graveyard) and weekend shifts when needed.
• Health tech experience is a strong plus.