Manager, Operations - TELS Services

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Manager, Operations – TELS Services position, you’ll lead a team of Operations Specialists responsible for delivering exceptional service and seamless operational execution for TELS Services customers. You’ll drive team performance through strong leadership, data-informed decision making, and continuous improvement of workflows, systems, and service delivery to ensure consistent, high-quality outcomes for our customers.

• Set Direction & Strategy
  - Define where we are heading, why it matters, and what is needed to achieve results. Turn ambiguity into clear priorities and connect day-to-day work to strategy. Use a whole-system view to balance customer, business, capability, and long-term implications and focus teams on the highest-impact opportunities.
• Exercise Judgment & Own Decisions
  - Navigate complex, cross-system tradeoffs involving business outcomes, risk, speed, and long-term impact. Use critical thinking to determine where human review or escalation is required, challenge assumptions, and take ownership for results and decisions.
• Design & Scale Work Systems
  - Design how people, processes, decisions, data, technology, and AI work together. Redesign workflows, clarify roles and decision rights, remove friction, create feedback loops, and build scalable work systems that improve the whole system for quality, speed, customer experiences, and results at scale.
• Mobilize Leaders & Teams
  - Align leaders, stakeholders, and teams across functions, dependencies, and competing priorities. Build commitment to shared outcomes, navigate dynamics, remove systemic barriers, and drive coordinated execution and transformational change.
• Lead & Build Capability
  - Engage, develop, and recruit top talent with domain depth, systems thinking, AI fluency, and the adaptability needed for the future. Create the context, coaching, feedback, tools, accountability, and culture that enable people and systems to raise the bar and scale impact over time.
• Reinvent Work – Constantly search for better ways to achieve customer outcomes by understanding voice of customer feedback on the team work, company strategies, and technology capabilities. Be an proponent of change within your team and business.

Lead and develop a team of Operations Specialists to deliver exceptional service, quality, and productivity outcomes for TELS customers and Partners. Hire, coach, and develop Operations Partners through performance management, regular feedback, individual development plans, and career pathing. Oversee day-to-day service operations and serve as the escalation point to resolve internal and external operational challenges. Analyze operational data and performance metrics to monitor team effectiveness, identify trends, and drive improvements in service delivery.

Conduct root cause analysis on operational challenges and implement sustainable solutions that improve efficiency and customer outcomes. Lead operational transformation initiatives by identifying opportunities to redesign workflows, adopt new technologies, and evolve how work is performed to improve scalability and performance. Partner with Product, Engineering, and AI teams to refine workflow tools for customers and internal Partners and advocate for system improvements based on operational insights and customer feedback.

Establish and communicate performance metrics to track results and ensure operational accountability. Collaborate with business leaders to develop and execute operational plans that support team and…