Senior Operations Manager

**About SubjectWell**:
SubjectWell is a venture-backed technology startup on an unstoppable mission to disrupt patient recruitment for clinical trials, a $100 billion dollar sector. Clinical trials need millions of qualified patient volunteers, but regularly fall behind schedule because patients are unaware of the benefits of clinical trials or even how to get involved. SubjectWell was founded by two entrepreneurs on their third successful startup finding consumers and matching them with opportunities in digital marketplaces. SubjectWell is transforming patient recruitment with the creation of the first and only clinical trials marketplace. We broadly educate people on the benefits of research participation and allow interested patients to choose from and be screened against multiple clinical trials in the marketplace. Since 2012, SubjectWell's high-touch approach has helped over 115 pharmaceutical and biotech companies find qualified patients in over 175 therapeutic areas.

SubjectWell is looking for exceptional people, who are passionate about their field of expertise. Your work will build an innovative healthcare startup that is helping patients access promising care and is speeding the delivery of new medical treatments to the world.

Here is your chance to really make a difference, both in your career and in the lives of millions.

**About the Position**:
SubjectWell is hiring a Senior Operations Manager who will play a key role in the growth and support of all call center operations in our Cape Town, South Africa office. Reporting to, and in conjunction with, the Managing Director, this individual will be responsible for developing and implementing the operations strategy to drive improvement and growth of our call center operations. This is an excellent opportunity to join our team as a strategic leader in Patient Recruitment to truly help shape and build our global operations.

Our Patient Recruitment Team is the first point of contact, speaking to thousands of patients a day from diverse backgrounds across the globe who typically are not aware of clinical trials or how to get started. Whether patients are healthy or have a chronic condition, our goal is to match patients with clinical trial opportunities by educating them on the benefits of clinical trial participation and holding their hand through the process.

SubjectWell's culture is grounded on a belief in transparency, collaboration, innovation, performance, analytics, & continuous learning. Our focus is on building an incredible, patient-centered contact center, providing every team member the opportunity to do the best work of their careers.

The Senior Operations Manager will be responsible for driving call center efforts by establishing our strategy and operationalizing it through our internal patient recruitment teams. This individual will analyze performances and develop expectations to drive resource efficiency, sustainable quality, cost, and service delivery to ensure an efficient operation in an environment intensely focused on delivering an exceptional patient experience.

**Responsibilities**
- Operational Management: Delivery of Operational Targets_
- Ensure the delivery of overall operational targets for relevant operational metrics, including daily targets, a high standard of patient engagement, and quality, including compliance measures.
- Plan and oversee operational and administrative programs, projects, and/or services of broad significance to the SubjectWell South Africa team.
- Provides strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus.
- Responsible for the day-to-day management of the operational management team.
- People Management_
- Responsible for the development of the operational leadership team by optimising the skills of the existing team, in partnership with Human Resources and Training and Development.
- Redefining incentive and commission structures/ framework to support performance Building and growing a team through coaching, development, and encouragement to drive a high-performance culture.
- Shaping the direction of the team, keeping them focused and motivated to deliver the right results in a rapidly growing business.
- Change Management/Project Delivery & Support_
- Work closely with the Managing Director and global team to support the delivery of key projects and initiatives as part of organisational strategic delivery.
- Effectively manage change by delivering on new initiatives emanating from patient insight data and other global projects.
- Continuous Improvement & Compliance_
- Preparing reports and analyzing contact center data to improve processes, allocate resources appropriately, and maximize efficiency and patient engagement.
- Management, support and to ensure delivery of the Quality Management team outputs to ensure closed feedback