Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Operations Manager
Date Posted
February 27, 2026
Full Job Description
📋 Description
- • As the Customer Operations & Clinical Support Manager at Counsel.com, Inc., you will be a pivotal leader in shaping and scaling our member support ecosystem. This is a hands-on, strategic role where you will be responsible for the end-to-end design, implementation, and continuous evolution of our customer support operations. You will play a critical part in ensuring that every member receives an exceptional, empathetic, and efficient experience, while also driving operational excellence across clinical and administrative workflows.
- • Your primary focus will be on building and optimizing scalable support offerings that can grow alongside our organization. This involves developing robust operational frameworks, defining key performance indicators (KPIs), and establishing performance management systems to ensure we consistently meet and exceed our service level agreements (SLAs), customer satisfaction (CSAT) targets, and resolution time objectives. You will be the guardian of our member experience, analyzing interaction trends to proactively identify areas for improvement and implementing data-driven solutions.
- • A significant aspect of this role involves close collaboration with our clinical teams. You will partner to streamline complex clinical workflows, optimize scheduling operations, and ensure seamless integration between patient care and administrative processes. This includes developing and maintaining comprehensive policies and Standard Operating Procedures (SOPs) for all support and operational functions, ensuring clarity, consistency, and compliance.
- • You will also be instrumental in driving operational efficiency through data analytics and the strategic integration of AI-driven solutions. This means leveraging data to uncover insights, forecast demand, and build executive-level reporting dashboards. Your ability to translate complex data into actionable strategies will be key to optimizing performance and driving continuous improvement. Furthermore, you will explore and implement AI-driven automation opportunities to enhance efficiency, improve scalability, and empower our support teams.
- • Workforce management and scheduling will also fall under your purview. You will assist in managing workforce planning, forecasting staffing needs based on anticipated demand and organizational growth, and optimizing resource allocation and capacity planning to ensure we have the right people in the right place at the right time. This proactive approach to resource management is crucial for maintaining service quality during periods of rapid expansion.
- • This role demands strong vendor management capabilities, as you will be responsible for overseeing relationships with third-party vendors to ensure they meet our standards and contribute effectively to our operational goals. Equally important is your ability to foster strong cross-functional collaboration. You will work closely with teams across Clinical, Finance, Product, and Engineering to ensure alignment, resolve issues, and drive integrated solutions that benefit both our members and the business.
- • You will also provide operational oversight for billing processes, ensuring accuracy and efficiency. This includes conducting quality audits on various processes to identify and rectify any inefficiencies or compliance risks. A key part of your role will be actively involved in the deployment and integration of new tooling solutions, ensuring they are effectively implemented and contribute to our overall goal of building a scalable, efficient framework. Your proactive involvement in process improvement and building a scalable framework will be essential for our continued success.
- • This position requires a leader who is comfortable with ambiguity, thrives in a fast-paced startup environment, and possesses a deep understanding of operational best practices. You will be empowered to make significant decisions, implement innovative solutions, and directly impact the trajectory of our company. The ideal candidate is a strategic thinker with a proven track record of operational excellence, a passion for member experience, and a forward-looking approach to leveraging technology, including AI, to transform healthcare delivery.
🎯 Requirements
- • 10+ years of experience in operations, customer support, or service delivery leadership, with a proven track record of building and scaling support functions in a high-growth environment.
- • Demonstrated expertise in designing, implementing, and optimizing operational processes, policies, and performance frameworks from the ground up, with a strong emphasis on continuous improvement initiatives.
- • Strong background in data analytics, performance reporting, and leveraging data to drive strategic decisions and operational improvements, including experience building dashboards and executive-level reporting.
- • Experience implementing AI tools or AI-driven automation within support operations to enhance efficiency and scalability.
- • Proven ability to manage multiple projects and deadlines efficiently in a fast-paced, dynamic setting, coupled with strong vendor management and cross-functional collaboration skills.
🏖️ Benefits
- • Competitive salary and equity package.
- • Comprehensive healthcare, vision, and dental insurance.
- • Unlimited Paid Time Off (PTO) and generous Parental Leave.
- • Significant opportunities for broad ownership and professional development within a rapidly scaling startup.
Skills & Technologies
Remote
About Counsel.com, Inc.
Counsel.com provides a platform where companies access on-demand legal talent. The marketplace matches vetted attorneys with in-house teams and law firms for short-term projects, secondments and permanent roles. Features include project scoping, transparent pricing, conflict checking and integrated billing. Customers span Fortune 500 enterprises, venture-backed startups and Am Law 200 firms. The company is headquartered in San Francisco and operates across the United States.
