Operations & Client Delivery Manager

3 giorni fa

Ca' Lino, Veneto, Italia Manta Health A tempo pieno
Role Overview

Manta is building the operational backbone for prior authorization management in ophthalmology. As our Operations & Client Delivery Manager, you will own the day-to-day execution and continuous improvement of Manta's clinical operations — ensuring that surgical and injection workflows run reliably, teams are supported, clients are delighted, and product development stays grounded in real operational needs.

This is a hybrid role spanning operations leadership, client implementation, capacity planning, quality management, and product feedback loops. You'll manage our growing Philippines-based operations team, partner directly with the product team on workflow design and feature requirements, and serve as the escalation point for complex cases and client communication.

This is a hands-on builder role in an early-stage company — ideal for someone who thrives in ambiguity, enjoys designing systems from scratch, and knows how to turn messy real-world processes into clean, scalable operations.

Key ResponsibilitiesOperations Leadership
  • Manage and support the Philippines-based operations team responsible for eligibility checks, prior authorization processing, and case follow-up
  • Define and maintain daily work queues and processing workflows in Manta
  • Establish clear ownership, escalation paths, and quality standards across teams
  • Provide coaching, training, and performance feedback to team members
  • Serve as the primary escalation point for complex or high-risk cases
Client Delivery & Implementation
  • Lead onboarding and rollout of new provider practices onto the Manta platform
  • Translate client-specific workflows into Manta configuration and operating procedures
  • Act as primary point of contact for operational questions from provider offices
  • Coordinate communication on ineligible cases, denied authorizations, and schedule changes
  • Build trusted client relationships through reliability and transparency
Capacity & SLA Management
  • Forecast upcoming workload based on scheduled procedures and renewal cycles
  • Monitor daily and monthly processing volumes and backlog risk
  • Define and track SLAs (eligibility turnaround, PA submission timing, approval rates)
  • Identify when additional staffing or process changes are needed
  • Report operational performance trends to leadership
Quality & Risk Management
  • Implement audit and exception views to catch missed steps or aging cases
  • Ensure data consistency between Manta and provider EHR systems
  • Reduce manual QA burden through process design and automation
  • Lead root-cause analysis on errors or client-impacting issues
Product Partnership
  • Translate frontline operational pain points into product requirements
  • Partner with product and engineering on feature prioritization
  • Test and validate new workflow features before deployment
  • Help design automation rules for eligibility, PA discovery, and renewals
  • Ensure product changes improve real operational outcomes
What Success Looks Like
  • Philippines operations team runs independently with minimal manual oversight
  • No surgeries occur without eligibility or authorization clearance
  • Prior authorizations are followed up on reliably with no silent aging
  • Client practices experience clear communication and predictable turnaround
  • Product roadmap reflects real operational needs, not theoretical workflows
  • Founder time shifts from firefighting to strategic growth
Ideal Background
  • 5–10+ years in healthcare operations, revenue cycle, or prior authorization workflows
  • Experience managing offshore or distributed operations teams
  • Proven ability to design and implement new operational processes
  • Strong client-facing communication and stakeholder management
  • Comfort working with product and engineering teams in early-stage tech
  • Ability to balance hands-on execution with system-level thinking
Traits That Will Thrive Here
  • Systems thinker who naturally sees bottlenecks and builds structure
  • Calm under pressure and confident making judgment calls
  • Enjoys building from scratch more than inheriting polished systems
  • Clear, concise communicator across clinical, technical, and operational worlds
  • Deep ownership mindset — problems are simply "things to solve"
Benefits & Perks

We take care of our team so you can focus on doing your best work. Our benefits package is designed to support you and your family completely.

Best-in-Class Health Coverage
  • 100% Paid Premiums for You & Family: We cover 100% of the monthly premiums for Medical, Dental, and Vision insurance for both you and your dependents. No deductions from your paycheck for basic coverage—peace of mind for the whole family.
  • HSA/FSA Options: Pre-tax accounts to help pay for out-of-pocket costs, with a generous employer contribution to your HSA.
Work-Life Balance
  • Unlimited Paid Time Off (PTO): We trust you to manage your time. Whether it's a two-week vacation, a mental health day, or a Friday afternoon off, take the time you need to recharge without worrying about an accrual balance.
  • Flexible Schedules: We focus on impact, not hours. Establish a schedule that works for your life, including flexible start/stop times.
  • Remote-Friendly: Work from home, from a coffee shop, or from the office—wherever you are most productive.
  • Paid Parental Leave: Generous fully paid leave for all new parents (birth and non-birth) to support your growing family.
Financial Well-being
  • Competitive Compensation: Top-of-market salary packages and meaningful equity/stock options.
  • 401(k) Plan

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