Senior Manager, Member Operations

Thyme Care Operational Manager

We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond.

Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person's cancer journey: caregivers, oncologists, health plans, and employers.

As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer.

Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you're inspired to make cancer care more human and to help reimagine what's possible, we'd love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters.

This role ensures partner-specific operational requirements are implemented consistently and scalably within Thyme Care's Care Team, supporting Account Managers by translating partner needs into executable workflows. This role will also monitor and optimize Member Operations workflows and processes, providing operational and project management support for key initiatives. This is an individual contributor role and does not directly manage other team members.

This role is highly cross-functional, requiring you to collaborate with Clinical, Care Delivery, Product, Network Operations, Partnership Operations, Training / Enablement, and Data teams. You will bring a strong operational orientation, analytical rigor, and a proven track record of successful project management in fast-paced healthcare settings.

This position follows a hybrid schedule, with two required in-office days per week either in our Nashville or NYC office.

Project Management & Implementation:

• Own end-to-end operational execution for Thyme Care's member-facing Care Team for partner-specific requirements across Thyme Care's partners (including health plans and provider groups)
• Independently project-manage partner implementations and partner-specific operational initiatives from planning through execution and optimization within the Care Team, proactively identifying risks, dependencies, and gaps
• Improve project management structures, tools, and processes as needed to support scale
• Serve as the primary operational owner for Care Team workflows across internal cross-functional stakeholders to ensure care delivery aligns with contractual commitments and partner expectations

Data & Operational Performance:

• Analyze partner-level operational Care Team metrics to assess performance, identify trends, and surface opportunities for improvement.
• Drive execution against any partner-specific data-driven improvement efforts using existing dashboards and creating new ones, as needed

Documentation & Team Enablement:

• Own documentation of partner-specific workflows and requirements to enable consistent execution by the Care Team
• Ensure partner documentation is centralized, accurate, and scalable as workflows evolve

External Partner Communication:

• Participate in external partner discussions alongside Account Managers to ensure seamless enablement of partner needs within Thyme Care's operational infrastructure
• Translate partner requirements into Thyme Care workflows, clearly communicate and enable workflows for the Care Team

Process Improvement & Scale:

• Identify inefficiencies in partner-specific workflows, analyze root causes, and lead implementation of scalable operational improvements
• Continuously iterate on processes and structures to improve quality, efficiency, and ability to execute on specific partner requirements as Thyme Care grows
• Contribute to overall care delivery operations and scalability by identifying opportunities and resolving issues to standardize, refine, and improve processes (within and outside of partner-specific workflows)

Cross-team Collaboration & Leadership:

• Operate as a hands-on leader and partner to cross-functional teams, fostering a culture of ownership, accountability, effective communication, and continuous improvement. Lead through influence and operational expertise.

What You've Done:

• 6-8+ years of relevant experience in healthcare or health-tech operations, implementation, and/or program/project management At least 2 years of relevant experience within a data analysis-heavy role
• Experience communicating directly with external partners or clients in support of account or relationship owners
• Experience meeting data needs through self-service within a business intelligence tool (nice to have: Looker experience specifically)
• Proven track record independently managing complex cross-functional projects end-to-end
• Strong organizational and project management skills; ability to juggle multiple priorities and operate autonomously in ambiguous environments
• Detail-oriented with a strong commitment to quality control
• Strong analytical skills with the ability to translate operational data into actionable improvements

What Leads To Success:

Act with our members in mind. Thyme Care's mission matters deeply to you, particularly our member experience. Operational excellence & attention to detail. You are highly organized, proactive, and precise. You catch small issues before they become big problems for teammates, partners, or members. Comfortable with ambiguity. You have a proven track record of success in fast-paced environments experiencing rapid change and growth. You understand that rapid changes to the business, strategy, organization, and priorities are par for the course. Start-up experience and/or enthusiasm. You have experience working at a start-up or are excited about transitioning to a start-up environment. Multi-tasking finesse. You are skilled at balancing across multiple priorities and switching rapidly from one project or task to another as needs arise. Hands-on ownership mindset. You take accountability for outcomes, not just tasks. You are comfortable rolling up your sleeves to get work done while also improving systems for the future. Proactivity. You proactively identify partner-specific operational risks and opportunities, using data and process improvements to prevent escalations before they impact members or partners.

At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don't choose.

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $140,250 - $165,000. The salary range could be lower or higher than this if the role is hired at another level.

We recognize a history of inequality in healthcare. We're here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.