Senior Manager, Service Delivery
Hinge Health
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • United States
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Salary
💰 $153,600 - $230,400 per year
Job Level
About the role
- Join the team transforming how millions of people access musculoskeletal (MSK) care by leading the "Human Engine" of our Support Operations.
- You will own the Service Delivery mandate: ensuring the empathy, complex resolution, and operational excellence of our human support teams.
- Conduct a deep-dive assessment of the "Current State" across Member Support, Tech Support, and Internal Tools, building trust with your direct reports.
- Overhaul the feedback loops between Service Delivery and our enabling partners (QA, L&D, and Digital Enablement), ensuring actionable data is used to drive quality and CSAT improvements.
- Successfully groom your more ‘seasoned’ managers toward "Manager of Managers" readiness, moving them beyond day-to-day firefighting into strategic operational leadership.
- Drive operational intelligence, shifting the team's operating cadence from reactive ticket management to proactive, AI/data-backed decision-making.
Requirements
- 7+ years of experience in Support Operations, Service Delivery, or Customer Experience in a high-growth technology or healthcare environment.
- 3+ years of people management experience, specifically managing other managers (M2/M3 level) or leading large, multi-tiered teams.
- Proven "Turnaround" Experience: Demonstrated success in diagnosing operational inefficiencies and implementing process improvements that resulted in measurable gains in Quality, CSAT, or Efficiency.
- Operational Rigor: Strong command of support metrics and the ability to partner with QA and L&D to drive performance improvement.
Benefits
- Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
- Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
- Modern life stipends: Manage your own learning and development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service DeliverySupport OperationsCustomer ExperienceOperational ExcellenceProcess ImprovementsSupport MetricsAI Decision-MakingData AnalysisQuality ImprovementCSAT Improvement
Soft Skills
EmpathyComplex ResolutionTrust BuildingStrategic LeadershipOperational IntelligenceProactive ManagementTeam LeadershipCoachingCommunicationCollaboration