Strategy and Operations Manager

Who we are:

Third Way Healthird way health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable provider and payer organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the Role:

We’re hiring a Transformation Manager to lead client implementations and internal transformation work across Third Way Health’s provider and payer businesses.

This is a leadership role for someone who can run complex work, build trust with clients, and manage teams through change. You’ll own implementations end to end, coach teams to deliver consistently, and improve how we operate as we scale. You’ll work across operations, service delivery, product, clinical stakeholders, and leadership, with real ownership and broad exposure.

About the Role:

Client implementations + service delivery leadership

• Lead and scale service delivery teams by directly managing 1 full-time direct report and coordinating a dotted-line team of ~20–40 FTE, including building and ramping contact center teams of 5–40 agents supporting scheduling, eligibility, triage/escalations, and proactive patient outreach
• Lead implementations of healthcare administrative services, including eligibility verification, prior authorization, credentialing, and provider data management
• Own the transition lifecycle from kickoff through steady-state operations (hiring, infrastructure set-up, process design, documentation, training, shadowing, and service migration)
• Manage client stakeholders and internal teams through planning, execution, and go-live readiness
• Document workflows and expectations through process flows, SOPs, and training materials
• Define metrics and measurement approaches to track performance after go-live
• Coach teams on execution by setting expectations, driving accountability, and removing blockers
• Build ROI narratives for operational changes, including workforce optimization, automation opportunities, and service model transitions
• Drive change management in clinic environments by aligning providers, practice leadership, and front-line staff on new workflows, clean handoffs, and adoption through targeted training and reinforcement

Internal transformation and operating model improvement

• Lead internal initiatives that improve efficiency, reduce cost, and support scale
• Identify and execute opportunities for automation, workflow optimization, and technology rollouts
• Serve as an internal consultant by diagnosing bottlenecks, redesigning workflows, and driving cross-functional follow-through

What success looks like in the first 90 days

• Lead your first implementation through key milestones with minimal oversight from your onboarding manager
• Become fluent in our implementation methodology and run core cadences independently
• Own one internal consulting initiative and drive measurable progress
• Travel onsite to a customer and a service delivery center in Latin America to build strong working relationships

Required skills and qualifications

• Bachelor’s degree in business, healthcare administration, or a related field
• 4+ years of experience in management consulting and/or complex implementation leadership
• 4+ years of experience supporting healthcare organizations or healthcare operations
• Experience scaling shared services, centers of excellence, and/or BPO-style delivery models
• Experience managing teams and developing talent through coaching and feedback
• Strong process documentation skills (process flows, workflow diagrams, SOPs)
• Advanced proficiency in Excel/Sheets and PowerPoint/Slides (MS Office or Google Workspace)
• Strong facilitation and stakeholder management skills, including with senior client audiences
• Ability to manage multiple priorities and stay effective as circumstances change
• Willingness to travel up to 50% to US clients and Third Way Health locations in Latin America