Operations Manager, Culture & Engagement - Urology

About the position Aeroflow Health is seeking an Operations Manager, Culture & Engagement to lead and develop operational teams across our growing Urology business. This role is heavily focused on coaching leaders, driving accountability, strengthening team performance, and creating scalable people operations practices that support rapid organizational growth. The Operations Manager will oversee teams through frontline leadership, ensuring supervisors and team leads are effectively developing employees, maintaining quality expectations, and reinforcing operational consistency. This position is ideal for a people-first operational leader who excels at coaching through complexity, navigating difficult conversations, building high-performing teams, and leading organizations through growth and change.

Responsibilities

• Lead and develop frontline leaders and supervisors responsible for day-to-day operational performance.
• Ensure operational teams consistently meet productivity, quality assurance, policy adherence, and performance expectations.
• Oversee the performance management cycle for operations teams, including regular 1:1s, coaching, and performance reviews.
• Coach leaders through employee development, accountability conversations, conflict resolution, and performance improvement initiatives.
• Reinforce accountability and consistency across teams while maintaining a positive and development-focused culture.
• Develop and implement career pathing and professional development plans for direct reports.
• Review operational trends, team performance, and quality outcomes to identify coaching opportunities and operational improvements.
• Support scalable team growth by helping operational leaders adapt workflows, staffing approaches, and employee development strategies.
• Support operational scalability by partnering on staffing strategy, team structure, and workforce planning initiatives.
• Support the implementation of new workflows by preparing teams for change and managing adoption.
• Partner with call center leadership to optimize team structure, operational consistency, and role clarity.
• Build strong, trust-based working relationships across teams to support collaboration and execution.
• Foster a high-accountability, development-focused culture that supports employee engagement, retention, and operational excellence.
• Address and resolve complex employee relations issues and team conflicts in partnership with HR.
• Maintain HIPAA/patient confidentiality.
• Regular and reliable attendance as assigned by your schedule.
• Other job duties assigned.

Requirements

• 3–5+ years of experience leading operational teams, including experience managing through frontline leaders, supervisors, or indirect team structures preferred.
• Experience managing and mentoring operational teams in a fast-paced environment.
• Proven experience coaching leaders on accountability, employee development, and performance management.
• Strong communication and interpersonal and conflict resolution skills, including experience navigating difficult employee conversations.
• Demonstrated ability to drive accountability, operational consistency, and follow through on team development commitments.
• Demonstrated ability to support organizational scalability and team effectiveness during periods of growth or change.
• Ability to manage multiple priorities related to team needs and organizational goals.
• Intermediate to advanced proficiency in Google Sheets and/or Microsoft Excel.

Nice-to-haves

• Experience leading teams in call center, customer support, retail, logistics, healthcare, or or other high-volume operational environments.
• Experience managing remote or hybrid employees.
• Familiarity with quality assurance or performance auditing processes.
• Experience with Zoom call center integrations or workforce management systems.
• Experience with UKG or similar HRIS/workforce platforms.
• Exposure to talent development and training design.
• Experience in healthcare, DME, or insurance-based service environments.
• Experience working in a rapidly scaling organization.

Benefits

• Competitive Pay
• Health Plans with FSA or HSA options
• Dental
• Vision Insurance
• Optional Life Insurance
• 401K with Company Match
• 12 weeks of parental leave for birthing parent
• 4 weeks leave for non-birthing parent(s)
• Additional Parental benefits to include fertility stipends, free diapers, breast pump
• Paid Holidays
• PTO Accrual from day one
• Employee Assistance Programs

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