About Us One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years. In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive. The Opportunity: We're seeking an Operations Manager to help transform primary care delivery and improve healthcare accessibility. You'll oversee up to five locations, managing office teams, including administrative staff and phlebotomists, while partnering with clinical leadership to guide providers. Key responsibilities include operational oversight, compliance, quality, customer experience, budgeting, and team development. Reporting to the Senior Operations Manager, you'll drive performance metrics across your practices and Metropolitan Service Area (MSA) to meet patient and team experience goals. You are a strong team leader, innovative problem-solver, and critical thinker, with a love for service and a passion for changing healthcare. You are a self-starter who can develop ideas independently, prioritize, adapt quickly to team needs, and strategically align team goals with the organization’s goals to drive results. You are financially savvy, self-aware, and a continual learner who focuses on the big picture and emphasizes developing talent, driving performance and all things people, process and office management. You have a strong commitment to patient safety and high standards of service to deliver on being the earth’s most customer-centric primary care provider. If this sounds like you, we would love to connect. What you’ll work on: Lead office team using CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) and Lean principles to achieve patient/team experience goals Drive operational, financial, and business performance including staffing and lab operations Lead continuous improvement initiatives and organizational metrics through Lean methodologies Develop team through onboarding, training, coaching, and career development Partner with Clinical Leadership on quality outcomes, safety, and compliance Drive strategic growth through cross-functional collaboration and new office launches Manage practice expenses, procurement, and budget while reducing waste Oversee administrative functions including escalations, service recovery, and provider scheduling These responsibilities are intended to describe the general nature and level of work being performed by team members assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by team members in this classification. Other job related duties may be assigned by management. What you’ll need: 3 years relevant experience as a direct manager of high-performing customer service or patient facing teams At least 1 year of experience as a direct manager of teams in multiple locations or departments, or at least 1 year of experience as a direct manager of large teams (10 employees) Strong written and verbal communication skills, with the ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture Experience developing talent through mentorship and coaching, consistent feedback, goal setting, monitoring performance metrics, performance management, and ensuring accountability Proven track record of leading successful change management and process improvement efforts Analytical thinking, attention to detail, ability to influence others, and exceptional organizational skills Experience in healthcare, particularly in collaboration with clinicians, is highly desirable This is a full-time role based in-person with our team and patients at our Brightleaf Square (Durham, NC) and Wake Forest (Wake Forest, NC) offices.