Senior Manager of Performance Operations, Palliative Care
21 days ago
New York
Job Description OUR MISSION We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond. Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person's cancer journey: caregivers, oncologists, health plans, and employers. As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer. Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you're inspired to make cancer care more human and to help reimagine what's possible, we'd love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters. YOUR ROLE As the Senior Manager, Performance Operations - Palliative Care, you will be responsible for improving the successful connection of members with serious illness to specialty palliative care, monitoring and optimizing operations for our virtual palliative care clinic, and providing operational and project management support for initiatives that improve outcomes for our serious illness population. You will implement, monitor, and iterate care delivery processes, ensuring scalable and measurable outcomes. This role is highly cross-functional, requiring you to collaborate with Clinical, Care Delivery, Product, Network Operations, Partnership Operations, Training / Enablement, and Data teams. You will bring a strong operational orientation, analytical rigor, and a proven track record of building and improving complex processes in fast-paced healthcare settings. In this role, you will be primarily responsible for: Operational Performance • Oversee execution of core operational processes related to our specialty and non-speciality palliative care pathways:, • Monitor key metrics and use root cause analysis to identify operational bottlenecks, risks, or inefficiencies., • Develop, evolve and present findings in weekly forums to highlight overall performance, risks to impact, process updates cross-functionally, etc., • Quantify and communicate the impact of operational performance through dashboards, reporting, and ad hoc analysis., • Collaborate with Care Delivery leadership and Training / Enablement teams in order to identify, create, and operationalize tools and training to improve performance.Project Management & Execution, • Translate strategy into concrete team initiatives and milestones, providing visibility into efforts, blockers, and next steps., • Lead cross-functional initiatives that support palliative care integration across our navigation model., • Drive the development and implementation of process improvements to increase efficiency, effectiveness, engagement, and ROI of our palliative care initiatives., • Build productive, trust-based relationships with internal stakeholders including leaders within Care Delivery, Product, Data, and Operations., • Serve as the primary operational spokesperson for palliative care in internal meetings with Network and Partnership Operations., • Foster a culture of shared accountability, problem-solving, continuous improvement, and success through strong organization and a bias for over-communication. WHAT LEADS TO SUCCESS People-first. Thyme Care's mission and members matter to you deeply. • Experience. You have at least 5 years of operations, project management, and/or consulting experience in healthcare and have a proven track record of implementing specialized care delivery models. Strong preference for individuals with experience in palliative care, hospice, case management and/or complex care delivery., • Organized. You're skilled in juggling multiple tasks and working under pressure without sacrificing organization in your communications and documentation., • Effective listener and communicator. You always start with listening, and you hear what may not be voiced because you listen so intently to others. You build rapport and great working relationships with your team, leadership, and stakeholders., • Adaptable. You have a proven track record of success within scaling businesses, fast-paced environments, or startups. You understand that rapid changes to the business, strategy, organization, and priorities are par for the course… and part of the adventure., • Stakeholder Management: Develop strong relationships with internal partners through effective stakeholder management., • Operational orientation. Improving programs is second nature for you. You have a track record for building repeatable, reliable, and efficient processes in healthcare strategy and operations, or related fields., • Grit. You're never afraid to get your hands dirty, but you can also take a step back and connect the company's strategy to your team's performance and execution., • Tech-Savvy. We are a technology company focused on interacting with folks during the season when they need it most. Experience with video chatting, Google Suite, Slack, electronic health records, or comfort in learning new technology is important. We recognize a history of inequality in healthcare. We're here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.