Operations Manager - NPC, One Medical Operations - Remote Eligible

National Primary Care Operations Manager

At Amazon One Medical, our goal is to provide the most patient-centered care in healthcare, and to achieve this, we need exceptional, talented, and driven individuals. If you're passionate about helping us create the best healthcare experience for our patients, this is your opportunity to make a meaningful impact.

As a National Primary Care Operations Manager, you'll be part of a dynamic, fast-paced environment filled with individuals who are deeply committed to our mission of providing world-class service to patients. Our teams strive for excellence, never settling for the status quo, and thrive in managing high-volume tasks. We continuously improve our work through learning, experimentation, and process optimization.

We're seeking an Operations Manager to help transform primary care delivery and improve healthcare accessibility. You'll oversee the operations for the National Remote Primary Care (RPC) team managing remote providers across the country. As an Operations Manager you will be a strategic leader partnering with the clinical team to ensure operational oversight, monitor quality and customer experience, provide gap analysis and business review documents while working cross functionally throughout the organization to lead strategic growth initiatives.

You are a strong team leader, innovative problem-solver, and critical thinker. 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 people management.

Key job responsibilities:

• Lead and scale national remote operations teams using CICARE and Lean principles to deliver an exceptional virtual care experience for members and providers
• Exhibit customer obsession by ensuring CICARE is consistently modeled across all remote team and provider interactions to build and retain member trust
• Own the end-to-end strategy and execution of remote continuity-of-care programs including post-visit follow-ups, lab and result loops, referrals, care coordination, and asynchronous outreach
• Partner closely with clinical leadership (MD/DO) to optimize business, operational, and financial performance across remote care teams, including staffing, scheduling, and virtual workflow management
• Build and lead high-performing distributed teams, hiring, onboarding, coaching, and developing frontline staff and people managers to foster leadership readiness and support career development
• Champions process improvements that drive standardization, efficiency, and consistency across national virtual operations. Conduct Gemba-style audits and huddles to monitor adherence to SOPs
• Maintain Weekly Business Reviews (WBRs), define and track KPIs, develop dashboards, conduct root-cause analysis, and execute A/B testing to improve remote throughput, quality, and cost-effectiveness
• Lead a team of schedulers who are responsible for managing RPCs appointments, and managing patient's needs on behalf of their assigned provider
• Invent and simplify by leading the design and adoption of scalable workflows for care transitions, follow-ups, and quality initiatives in collaboration with cross-functional teams
• Own workforce planning and capacity management in coordination with the WFM team for remote providers and support staff, ensuring scheduling models align with member demand and optimize resource utilization
• Support high-quality care outcomes and member safety by embedding quality and regulatory best practices into remote workflows, leading improvement initiatives to close care gaps and enhance population health
• Own relationship with HST and Analytics and provide requirements to them for the remote providers including getting ready for scale, and identifying areas for improvements in their operations
• Collaborate with Virtual Care, Clinical Operations, Population Health, Product, Analytics, Access, Enterprise, Strategic Growth and Compliance to launch and scale initiatives that improve access, experience, and quality metrics
• Deliver results through effective management of escalations, service recovery, provider support, and execution of administrative workflows such as queue oversight and schedule deployment
• Foster a high-performing, inclusive remote team culture, promote engagement, recognize contributions, and contribute to One Medical's goal of being the Earth's Best Employer
• Dive deep into operational, clinical, and workforce data to uncover trends, surface insights, and drive data-backed decision-making at scale
• Demonstrate a bias for action by driving virtual care expansion efforts, supporting new programs and pilots, and ensuring smooth remote implementation of strategic priorities
• Lead through change by developing scalable mechanisms and change management practices that evolve with the organization and improve member experience while reducing cost to serve

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.