About the Role
Title: Weekend General Manager (Remote)
Location: New York NY US
Type: Full-Time
Category: Operations
Job Description:
Who We Are:
Reverence is a technology company solving one of the hardest problems in healthcare – how to get the right people, in the right place, at the right time – in support of top-quality home-based care.
We provide technology and services that enable healthcare provider groups to significantly improve staffing operations.
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 Weekend General Manager who will join our team as a full-time employee and oversee all aspects of our managed service scheduling product over the weekend. In this position, you will lead a dedicated team of front-line schedulers, ensure that specific operational processes are adhered to in meeting client needs, and be the first line of defense for any system and/or product related issues that arise on the weekend. You will serve as the primary escalation point for front-line schedulers and point of contact for clients if more senior communication is needed. Additionally, you will liaise with operational and product leadership to ensure that the existing team, processes, and systems are sufficient to meet business objectives while providing feedback and suggestions on where improvements are needed. As our team and roster of clients continue to grow rapidly, the Weekend General Manager will play a key role in ensuring that we are able to scale the best practices we have developed and will continue to develop over time, contributing to mission-critical company goals like client retention. We expect the typical weekly schedule for this role to be Thursday-Monday, with Tuesday and Wednesday as days off.
What you’ll do:
- Manage and coordinate front-line scheduling operations supervisors and associates over the weekend to ensure sufficient quality of managed service product delivery
- Ensure adherence to standard operating procedures amongst front-line team members through a combination of systems review and spot-checking
- Identify potential problems before they manifest and respond to small issues over the weekend to prevent them becoming significant
- Responsible for hiring, selection of training, job assignments and shift schedules for the weekend team
- Ensure equalization of workload among staff, making recommendations regarding optimization of resources and implementation of necessary changes
What you’ll need:
- 5-10 years’ experience driving best-in-class home care scheduling and/or call-center operations
- Quantitative skill set and familiarity with key software applications such as Excel, Powerpoint, Salesforce, Tableau, Monday.com, or equivalent.
- Strong sense of ownership and entrepreneurial desire to lead the weekend operations and make it your own
- Strong customer service orientation
- Demonstrated experience in leading front-line scheduling or call center teams
- Desire to work primarily on the weekends