Job Description

Senior Manager, Patient and Employee Experience

At Wellist, we support people through lifes most complex momentswhether theyre navigating cancer treatment, caring for an aging parent, or simply trying to manage daytoday challenges. Every interaction matters, and as our Senior Manager, Patient and Employee Experience youll be accountable for ensuring every patient or employee interaction is exceptional.

What Youll Own

HandsOn Execution

• Roll up your sleeves at our Copley Boston office five days a week, answering calls, resolving cases, and stepping in wherever help is needed.
• Know the operations inside and out, using that knowledge to build better systems and directly improve outcomes.
• Travel to Connecticut (minimum 12 days a month) to shadow, support, and coach our Patient Ambassadorsensuring every patient interaction meets our highest standards.

EndtoEnd User Excellence & Escalations

• Guarantee a highquality, personalized experience for every employee and patient we support.
• Serve as the point of escalation for complex or sensitive situationsresolving them thoroughly and with compassion.
• Identify user pain points, streamline workflows, develop new training models, and continuously refine scripts and protocols.
• Put in place scalable systems and refine processes to drive greater efficiency and elevate the quality of operations.
• Partner with client executives to ensure alignment with clinical, operational, and safety priorities.
• Deliver clear, timely client communications and trainings as needed.

PerformanceDriven Team Leadership

• Set, track, and uphold clear service standards (e.g., response time, satisfaction scores, enrollment metrics).
• Manage daily team schedules and coverage to support both proactive and inbound outreach.
• Lead daily huddles and regular performance reviews; use each interaction as a chance to coach and improve.
• Model excellenceshowing your team exactly what great looks like and constantly raising the bar.

Team Development & Coaching

• Provide realtime 1:1 coaching for Wellbeing Specialists (Boston) and Patient Ambassadors (Connecticut).
• Create development plans that help each team member growand ensure those plans align with company needs.
• Lead hiring, onboarding, and ongoing training as the team scales.

What Success Looks Like

• 3 months in: Execute every function in the operation, build trust with the team, and deliver on SLAs while improving 23 key performance areas.
• 6 months in: Introduce new tools, trainings, or workflows that elevate the user experience and enable the team to exceed performance benchmarks; onboard and upskill new members effectively.
• 12 months in: Build a scalable model of operational excellence; systems are measurable, repeatable, and agileready to grow across clients and geographies; recognized as a culture carrier, a coach who develops highperforming talent, and a leader who raises the bar across the board.

What You Bring

• 5+ years leading highperforming customer service or care coordination teams, ideally in healthcare, wellness, or other servicedriven industries.
• Experience operating in highgrowth, resourceconstrained environments where expectations evolve rapidly.
• Proven ability to drive performance through metrics, coaching, and operational leadership.
• Strong comfort with data, metrics, and making decisions that improve team outcomes.
• A balance of empathy and urgencyyou move fast and lead with care.
• Experience managing hybrid or distributed teams.

About Wellist

Wellist is a missiondriven digital health company leading the way in revolutionizing how employers enhance employee wellbeing while reducing costs. Our innovative solution delivers the right resources at the right time, using a precision resourcematching platform, targeted activation campaigns, and employeedriven data. By simplifying benefits access and amplifying value from existing benefits partners, we help organizations improve employee outcomes and achieve significant cost reductions.

Why work here

• A meaningful mission join a team that makes a difference for patients and families.
• Outstanding benefits excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and a generous parental leave policy.
• Opportunities to develop your career expand your resume with a SeriesAstage healthcare startup.

At this time, Wellist will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F1 OPT, F1 STEM OPT, F1 CPT, J1, TN, or another type of work authorization).

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