About the Role

We are hiring a leader to run and scale our inside sales and contact center organization with full ownership of revenue outcomes, conversion performance, and daily operations. You will manage frontline teams, run queues in real time, coach agents, and drive funnel improvements across inbound and outbound channels.

This role also requires a systems thinker who can design and implement improvements to TalkDesk, routing logic, segmentation, and AI enabled workflows. You will own system configuration and operational design that reduces cycle time, increases contact rates, and improves rep productivity without relying heavily on engineering support.

This role will also support bottom of funnel retention and member support workflows tied to recurring revenue and resupplies. This is a secondary focus initially but will grow as the team scales.

What You’ll Do

Inside Sales and Contact Center Leadership

• Own performance across inbound and outbound sales funnels

• Manage agents and supervisors through coaching, QA, and structured performance management

• Run daily operations including queue maffnagement, scheduling, and workforce planning

• Maintain and iterate call flows, segmentation, routing logic, caller ID management, and outbound strategies

• Track conversion performance by agent, channel, time of day, and campaign

• Lead daily huddles and reporting to drive speed to lead, contact rate, and conversion metrics
  

Funnel Improvement and Revenue Outcomes

• Diagnose bottlenecks across the funnel and quantify impact

• Own reporting and dashboards tied to business outcomes

• Prioritize initiatives that improve throughput, reduce cost, and increase revenue per rep

• Partner with Marketing, Enrollment, Support, and RCM to reduce handoffs and increase revenue realization

• Support company OKRs with measurable operational and revenue goals

AI Driven Systems Design and Workflow Improvement

• Serve as owner of TalkDesk and related telephony and workflow tooling

• Design and launch improvements to routing, IVRs, QA flows, and automated follow up

• Identify and pilot AI use cases across qualification, documentation, messaging, and call handling

• Build tooling and processes that reduce manual effort and cycle time

• Translate operational problems into scalable workflow and system changes without heavy engineering involvement

Member Support and Retention

• Own call and ticket workflows that support recurring revenue and retention for existing members

• Partner with Support to improve response times, QA, knowledge management, and handoff processes

• Build workflows and follow up sequences that reduce churn and increase resupply and recurring revenue

• Analyze retention performance and surface insights that inform product, ops, and care teams

• Eventually scale a combined inbound sales and support model through unified tooling and routing

What You Bring

• 8 or more years leading inside sales or contact center teams

• Proven track record improving conversion through coaching and process changes

• Strong analytical instincts and ability to quantify tradeoffs and revenue impact

• Experience owning telephony, IVRs, dialers, or workflow routing tools

• Comfortable configuring systems and designing workflows, not just using them

• Experience deploying AI or automation in a sales or support context

• Ability to flex between frontline leadership, data analysis, and systems design

• Preferred: experience in business operations or analytical roles

• Preferred: healthcare or regulated environment

• Preferred: startup environment

Why this role matters

This team directly influences revenue, margin, and member experience. You will lead the people who drive those outcomes while shaping the business processes and AI-enabled workflows that allow us to scale efficiently. This role is equal parts sales leadership, business operations, and systems improvement.

Benefits

• Impact: Be a part of a pioneering startup that is transforming the digital health landscape.

• Growth: Lead and scale the largest team in our organization, gaining hands-on experience in operational leadership and startup dynamics while leveraging your background in finance.

• Freedom: Enjoy the autonomy to innovate and operate with substantial responsibility, driving critical initiatives in a fast-paced, growth-oriented environment.

• Culture: Join a team that values innovation, collaboration, and excellence in healthcare delivery.

• Compensation: Competitive salary, equity options, and comprehensive benefits package.

• Time off: Unlimited PTO