Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Operations Manager
Date Posted
March 1, 2026
Full Job Description
đź“‹ Description
- • As the Manager, BPO & Operations at Henry Schein ONE, you will be the pivotal leader responsible for the end-to-end operational management of our overseas Business Process Outsourcing (BPO) calling program. This critical role focuses initially on supporting insurance eligibility workflows, with the potential to expand into other operational areas. You will be instrumental in building, scaling, and optimizing this program, ensuring consistent and high-quality service delivery despite potential limitations in product or engineering enablement.
- • Your core responsibilities will encompass the entire lifecycle of the BPO program. This includes the strategic hiring of skilled individuals, comprehensive onboarding processes, and the development and maintenance of robust training materials and Standard Operating Procedures (SOPs). You will also be responsible for the initial system setup and ongoing management of key platforms such as CXOne and Mango Voice, ensuring they effectively support operational needs.
- • A significant aspect of your role will be dedicated to the ownership and refinement of the eligibility program. You will meticulously manage and enhance processes to guarantee efficiency, accuracy, consistency, and strict adherence to all relevant requirements. This involves vigilant monitoring of upstream ticket quality, tracking queue aging, and proactively identifying and mitigating risks to service level agreements (SLAs) related to eligibility workflows.
- • Daily operational management will be a key focus. You will lead daily synchronization meetings to assess service levels, identify and address blockers, manage escalations, analyze volume trends, and ensure optimal staffing alignment. Providing real-time operational support and offering nuanced insights into payer-specific requirements will be essential. You will also closely monitor production counts, proactively identifying and responding to any dips or spikes in volume to maintain operational stability.
- • Driving production and throughput will be a primary objective. You will be tasked with diagnosing and resolving throughput constraints, which may include analyzing call tree complexity, hold times, staffing mix, and identifying process gaps. Your ability to adjust operating procedures and provide clear staffing guidance will be crucial in protecting turnaround times and ensuring the efficient completion of tasks.
- • A significant outcome of your work will be the reduction of the overall cost per request through continuous improvement in operational efficiency. You will be empowered to implement strategies that streamline processes and optimize resource utilization.
- • Quality Assurance (QA) and coaching will be integral to your success. You will conduct regular QA checks for agents, refining and scaling the QA process as the program grows. Documenting quality outcomes and providing structured, actionable feedback and coaching to agents will be vital for performance improvement. Ensuring calibration and consistency across the team as it scales will be a key responsibility.
- • You will manage vendor governance and financial controls with meticulous attention to detail. This includes overseeing the day-to-day performance, staffing, compliance, and billing accuracy of BPO/EOR vendors. You will be responsible for approving hours, bonuses, and staffing updates, as well as performing detailed line-by-line invoice reviews. Maintaining robust discrepancy management and prevention controls will be essential to safeguard financial integrity.
- • Fostering strong cross-functional partnerships is paramount. You will provide consistent feedback and submit upgrade requests to product leadership, influencing the development roadmap. Collaborating closely with Engineering and Business Intelligence teams to enhance reporting capabilities and tooling will be a key aspect of the role. You will also be responsible for building interim manual reports when dashboards are unavailable, ensuring data continuity. Direct interaction with the Product team will be necessary to ensure operational processes align seamlessly with product capabilities and evolving customer needs.
- • Engaging with customers and partners directly will be part of your remit. You will extract and package partner-specific data as requested and maintain readiness for partner audits and reviews. You will also engage with customer offices and partners to resolve high-impact issues, provide operational clarity, and ensure expectations are consistently met, thereby strengthening relationships and ensuring satisfaction.
- • Continuous monitoring and maintaining operational health are critical. You will track queue health, ticket quality, staffing coverage, and productivity losses due to hold times. You will also assist with critical escalations, including payer outliers and office-specific issues that could impact customer satisfaction or retention, ensuring timely and effective resolution.
- • Finally, you will oversee the daily operational load across all facets of the program, including production, training, QA, invoicing, and system updates, ensuring a smooth and efficient workflow.
🎯 Requirements
- • Proven experience managing offshore teams in a high-volume operational environment.
- • Strong operational leadership skills, including hiring, onboarding, training, and performance management.
- • Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy.
- • Hands-on experience with daily production oversight, service levels, throughput, and quality metrics.
- • Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times.
- • Excellent communication skills and ability to manage escalations with customers, partners, and internal teams.
🏖️ Benefits
- • Competitive compensation.
- • Excellent benefits package including Medical, Dental, and Vision Coverage.
- • 401K Plan with Company Match.
- • Paid Time Off (PTO) and Paid Parental Leave.
- • Work Life Assistance Program and Health Savings/Flexible Spending Accounts.
- • Education Benefits and Worldwide Scholarship Program.
Skills & Technologies
Remote
Degree Required
About Henry Schein, Inc.
Henry Schein, Inc. is a Fortune 500 distributor of healthcare products and services to office-based dental, animal health, and medical practitioners. Founded in 1932 and headquartered in Melville, New York, the company supplies pharmaceuticals, equipment, software, and practice-management solutions across more than 30 countries. Its offerings include infection-control products, diagnostic equipment, vaccines, and financial services, supported by a global logistics network and value-added consulting. The firm also operates continuing-education programs and sustainability initiatives, serving approximately one million customers while emphasizing efficient supply-chain management and integrated technology platforms for healthcare practices.
