Clinical Operations Associate Manager Non-RN (Care Management)

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The Associate Manager, Clinical Operations is responsible for leading multiple teams and frontline leaders to achieve operational, quality, compliance, productivity, and client objectives within the Care Management program. This role provides strategic and day-to-day leadership to Team Leads, Senior Supervisors, Mentors, SMEs, and frontline staff while ensuring operational excellence and workforce readiness.
The Associate Manager serves as a key liaison between Operations Leadership, support functions, and client stakeholders. This position is accountable for overall line-of-business performance, talent development, workforce planning, risk mitigation, process improvement, and successful execution of business initiatives. Job title:

Clinical Operations Associate Manager Non-RN (Care Management) Job Description:

Operational Leadership & Performance Management

- Lead and oversee day-to-day operations across multiple teams to ensure achievement of productivity, quality, compliance, attendance, and service-level objectives.

- Monitor program performance and operational trends, identifying risks and implementing corrective action plans.

- Drive accountability for key performance indicators (KPIs), including quality, productivity, adherence, member outcomes, and client commitments.

- Partner with Workforce Management to ensure staffing plans support current and future business needs.

- Ensure operational processes are executed consistently and in accordance with client and organizational requirements.

- Lead operational readiness, business expansion activities, and ramp initiatives.

- Provide leadership escalation support for operational challenges, service level risks, and business impacts.

- Ensure adequate leadership coverage during all operational hours.

Leadership & Talent Development

- Lead, coach, and develop Senior Supervisors, Team Leads, Mentors, and SMEs.

- Conduct regular performance reviews, coaching sessions, and development planning discussions.

- Build leadership bench strength through succession planning and talent development initiatives.

- Support employee engagement, recognition, retention, and career progression programs.

- Drive a culture of accountability, collaboration, innovation, and continuous improvement.

- Oversee corrective action and performance management processes in partnership with Human Resources.

Client & Stakeholder Management

- Serve as a primary operational contact for client requests, escalations, and performance discussions.

- Represent Operations during business reviews, calibration sessions, governance meetings, and client-facing presentations.

- Communicate operational performance, risks, achievements, and action plans to leadership and client partners.

- Collaborate with cross-functional partners including Workforce Management, Quality, Training, Reporting, HR, Technology, and Recruiting.

- Support preparation and delivery of weekly, monthly, and quarterly business reviews.

Business Performance & Reporting

- Analyze operational data, performance trends, and business metrics to identify opportunities for improvement.

- Review and validate leadership reporting to ensure accuracy and alignment to business needs.

- Develop and execute action plans to improve operational performance and client outcomes.

- Support forecasting, capacity planning, staffing recommendations, and budget management activities.

- Utilize performance data to drive informed business decisions and operational strategy.

Quality, Compliance & Ris