Jobs and Careers

Manager, Care Advisor Operations

Function Health

New York City, United StatesRemotefull_timeVerifiedPosted 26 Aug 2025

💰 $140,000/yr($110,000/yr – $140,000/yr)

About the role

Manager, Care Advisor Operations

Operations Full-time US - New York City, Hybrid (1-2 days a week in Gramercy office)

Company Overview:

Ezra’s mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs and is available at over 100+ imaging facilities in 30+ cities across the US.We believe in empowering people to make their own health decisions, offering Ezra as a direct-to-consumer service. Members visit our partner imaging centers for a MRI and receive an AI-powered report from an Ezra Medical Provider within 7-10 days.The Ezra radiology reports are generated by our partner radiologists, using Ezra-approved radiology templates. These radiology reports are then converted into consumer-friendly reports using Ezra Reporter, an AI trained to convert radiology reports into plain English.

Role:

As the Manager of Care Advisor Operations, you will lead and scale a team of Care Advisors while maintaining hands-on involvement in the operational backbone of Ezra's member experience. You will be responsible for rapidly scaling backend operations, maintaining robust standard operating procedures, and optimizing AI-powered systems to enhance efficiency while ensuring exceptional membership experience always comes first. This is a hands-on role that combines team management with direct operational execution to deeply understand workflow challenges and build meaningful efficiencies.
Reporting to the VP of Operations, you will manage the day-to-day operations and growth of the Care Advisory team while personally executing Care Advisor responsibilities and partnering with Clinical teams, partner facilities, and cross-functional stakeholders. You will play a critical role in strategic scaling, team development, process optimization, and AI platform management while maintaining direct insight into operational realities through hands-on work.

Key Responsibilities:

Build, manage, and scale a high-performing Care Advisor team through strategic recruitment, comprehensive training programs, ongoing coaching, and performance management while fostering a culture of continuous improvement, accountability, and maintaining robust standard operating procedures for consistent team execution.
Oversee daily operational execution across the member journey, monitoring team performance metrics and quality standards while managing capacity planning, resource allocation, and coordination with partner facilities and clinical teams.
Drive process optimization and automation initiatives by analyzing operational data, identifying bottlenecks, leading cross-functional improvement projects, partnering with Product and Engineering teams on feature development and system enhancements, and managing the customer support platform while optimizing its AI capabilities.
Build, manage, and scale a high-performing Care Advisor team through strategic recruitment, comprehensive training programs, ongoing coaching, and performance management while maintaining robust standard operating procedures to support rapid scaling and ensure consistent execution as the team grows.
Oversee daily operational execution across the member journey, monitoring team performance metrics and quality standards while managing capacity planning, resource allocation, and coordination with partner facilities and clinical teams to deliver exceptional membership experience and satisfaction at scale.
Drive process optimization initiatives by analyzing operational data, identifying bottlenecks, leading cross-functional improvement projects, and partnering with Product and Engineering teams on feature development and system enhancements that increase efficiency while maintaining the highest standards of member experience.
Manage and optimize the member support platform and its AI capabilities to enhance operational efficiency, automate routine tasks, and improve response times while ensuring all AI-driven interactions prioritize membership experience and satisfaction above operational convenience.
Maintain hands-on involvement in Care Advisor responsibilities by executing backend operational tasks, coordinating with partner facilities, and serving as escalation point for complex member cases to deeply understand workflow challenges and identify opportunities for process improvements and efficiency gains.