Liveops, Inc.

Call Center Representative

• Lead a team of 5 District Leaders and approximately 100 patient‑support specialists, ensuring high‑quality engagement across the 18‑month patient lifecycle.
• Develop future leaders by coaching, observing, and building capabilities in performance management, leadership behaviors, communication, and operational excellence.
• Drive performance outcomes across all key metrics, including patient engagement, outreach cadence, case progression, quality, and overall patient satisfaction.
• Use data and insights to identify trends, risks, capacity challenges, and opportunities to improve the patient journey.
• Partner with Workforce Management, Data and Analytics, and Client Results leadership to ensure alignment on capacity, performance, and cohort‑based caseload dynamics.
• Present program insights and performance to clients during monthly meetings and QBRs, including strategic recommendations to enhance patient experience and client ROI.
• Ensure District Leaders maintain strong performance routines, including touchpoints, side‑by‑sides, coaching documentation, and quality assurance.
• Support continuous improvement, leveraging feedback, analytics, and process optimization to remove friction in the patient journey.
• Ensure compliance with client and regulatory guidelines, maintaining high standards of accuracy, professionalism, and patient privacy.
• Build a culture of accountability, support, and trust, ensuring that specialists feel informed, supported, and aligned with program goals.
• Collaborate cross‑functionally to ensure seamless service delivery and proactive risk mitigation.
• Represent Liveops professionally in all client interactions and internal leadership meetings.

Healthcare Call Center Manager

Account Manager

• Host and coordinate regular cross-functional program meetings that bring together internal stakeholders for each client.
• Maintain a shared KPI trends document for each program that tracks performance, identifies themes, and highlights opportunity areas.
• Surface actionable insights from program data and stakeholder feedback to inform improvements across learning programs.
• Partner closely with Instructional Designers, Facilitators, and Developers to ensure program data and field insights translate into meaningful enhancements.
• Support the Manager of Learning Excellence & LaaS Operations in establishing and maintaining operational frameworks for meetings, documentation, workflows, and process governance.
• Monitor follow-ups, commitments, and in-progress items from cross-functional meetings and ensure timely resolution.
• Contribute to continuous improvement initiatives that streamline Learning operations and enhance the overall learner experience.
• Support the development and documentation of processes and procedures related to Learning Excellence, Program Governance, and LaaS operational workflows.
• Assist with readiness, communication, alignment, and stakeholder coordination for new initiatives or program adjustments.
• Represent the Learning Team professionally and consistently in all interactions with internal partners.
• Participate in special projects or initiatives as assigned.

Learning Program Partnerships Analyst

Operations

• Oversee day-to-day agent and independent contractor operations, ensuring alignment with company standards and client expectations.
• Serve as the primary escalation point for local operational issues.
• Maintain a professional workspace presence to host client visits and represent the company locally.
• Partner with recruitment teams to support hiring efforts of in-country support and ensure smooth vetting and onboarding processes.
• Coordinate with legal and HR teams to manage documentation and audits.

Site/Operations Manager

Account Executive

• Own the full client lifecycle post-sale, including retention, upsell, and expansion
• Build, maintain, and grow trusted relationships with senior client stakeholders, including the C-suite
• Serve as the strategic advisor across business units and functions—connecting client needs to the breadth of Liveops solutions
• Collaborate with internal teams to drive successful delivery, performance, and innovation
• Lead strategic account planning, QBRs, renewal strategy, and pipeline forecasting
• Identify whitespace and growth opportunities within your account base
• Act as a voice of the client internally, bringing market insights and account feedback into the product and innovation roadmap

Strategic Account Director

Director

• Assume a leadership role of strategic significance
• Provide direction and oversight for the day-to-day operations of key accounts
• Lead cross-functional efforts, devising and implementing performance strategies to enhance execution and maximize results
• Influence key performance indicators (KPIs), customer care, quality assurance, and workforce planning
• Act as the primary escalation point of contact for client interactions
• Cultivate and strengthen relationships at all levels
• Coordinate high-level analytical, strategic, and technical resources to exceed client expectations
• Drive business innovation to achieve heightened performance and adoption

Senior Director, Client Results

Product Manager

• Own the strategy, roadmap, and delivery across Service Cloud and Salesforce Digital Experience site
• Drive Product Strategy and evolve the Salesforce roadmap based on business priorities
• Collaborate closely with stakeholders to understand goals and manage the product backlog
• Maximize the value of Service Cloud to improve support operations and enhance user experience

Salesforce Product Owner

• Serve as the single owner of all data strategy, analytics execution, predictive modeling, and contact-center systems operations for Liveops’ largest client program.
• Lead a multi-disciplinary team of analysts, data scientists, and systems engineers to deliver insights, optimize Five9 and Virtual Observer environments, streamline operational workflows, and elevate the overall patient experience.
• Leverage strategic and operational expertise to deliver friction-free patient journeys, increase throughput and speed-to-delivery, develop or guide predictive analytics, and drive measurable improvements in both cost efficiency and patient satisfaction.
• Shape data-driven strategies, implement best-in-class SOPs, and engage directly with client contacts to present findings and influence business performance.

Director, Data Strategy – Systems Operations

Manager

• Lead multi horizon forecasting, scenario modeling, capacity planning, scheduling, workflow optimization, KPI validation, and risk mitigation for a complex, high volume patient engagement program.
• Support three operational lanes: Inbound & Outbound Calls, Case Management, and Long term caseload capacity planning.
• Partner closely with internal stakeholders and client contacts to ensure operational readiness, alignment on forecasting assumptions, and data driven decision making that improves performance and patient outcomes.
• Ensure the right number of specialists, with the right skills, at the right time for both real-time needs and long horizon caseload demands.

Workforce Optimization Manager

Analyst

• Collaborate in executing agent certifications for your assigned program(s)
• Coordinate learning activities and resources while ensuring established best practices
• Develop and deliver content based on accepted learning principles
• Analyze class results and previous trends to adjust delivery activities
• Work closely with ART leadership and cross-functional partners
• Mentor new members of the team including contract facilitators
• Deliver certification content in an engaging manner

Learning Facilitation Analyst

Analytics Engineer

• Design, build, and maintain the analytics layer of the data environment
• Collaborate with stakeholders to create data models and optimize data processes
• Analyze complex data sets, develop ETL pipelines, and refine data models
• Develop solutions according to best practices and industry standards
• Participate in Agile Project Management style