Senior Manager Of Performance Operations, Palliative Care

OUR  MISSION

Imagine building a better healthcare journey for cancer patients, where individuals and their loved ones feel seen, supported, and heard by their care team – both in and out of the clinic. Where fast access to high-quality care is the norm, not the exception. Where patients have access to a care navigator to guide them through their diagnosis and trusted support all along the way.

At Thyme Care, we share a passion for transforming the cancer care experience – not just for our members but also for their caregivers and loved ones, as well as those delivering and paying for their care. Today, Thyme Care is known predominantly as a cancer care navigation company enabling value-based cancer care; in the next few years, we will become a nationally recognized technology-driven and provider-centric care delivery model, reshaping the landscape of cancer care access, delivery, and experience. Our commitment runs deep—we're not satisfied with the status quo but determined to redefine it.

To make this happen, we’re building a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare. If you share our vision and want to be part of something truly meaningful, we want to hear from you. Together, we can revolutionize cancer care and make a difference that lasts a lifetime.

YOUR ROLE 

As the Senior Manager, Performance Operations - Palliative Care, you will be responsible for improving the successful connection of members with serious illness to specialty palliative care, monitoring and optimizing operations for our virtual palliative care clinic, and providing operational and project management support for initiatives that improve outcomes for our  serious illness population. You will implement, monitor, and iterate care delivery processes, ensuring scalable and measurable outcomes.

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 building and improving complex processes in fast-paced healthcare settings.

In this role, you will be primarily responsible for:

Operational Performance

• Oversee execution of core operational processes related to our specialty and non-speciality palliative care pathways:
• Monitor key metrics and use root cause analysis to identify operational bottlenecks, risks, or inefficiencies.
• Develop, evolve and present findings in weekly forums to highlight overall performance, risks to impact, process updates cross-functionally, etc.
• Quantify and communicate the impact of operational performance through dashboards, reporting, and ad hoc analysis. 
• Collaborate with Care Delivery leadership and Training / Enablement teams in order to identify, create, and operationalize tools and training to improve performance.

Project Management & Execution

• Translate strategy into concrete team initiatives and milestones, providing visibility into efforts, blockers, and next steps. 
• Lead cross-functional initiatives that support palliative care integration across our navigation model.
• Drive the development and implementation of process improvements to increase efficiency, effectiveness, engagement, and ROI of our palliative care initiatives.
• Implement structured project management and documentation practices to ensure operational organization, prioritization, and on-time delivery of projects and deliverables. 

Cross-Functional Influence & Communication

• Build productive, trust-based relationships with internal stakeholders including leaders within Care Delivery, Product, Data, and Operations. 
• Serve as the primary operational spokesperson for palliative care in internal meetings with Network and Partnership Operations. 
• Foster a culture of shared accountability, problem-solving, continuous improvement, and success through strong organization and a bias for over-communication.
• Navigate cross-team dynamics, proactively identifying and addressing friction points through structured collaboration.

This role reports to the Director of Performance Operations and is hybrid-based in our New York City offices, or can be performed remotely outside of NYC.  

WHAT LEADS TO SUCCESS

People-first. Thyme Care’s mission and members matter to you deeply.

• Experience. You have at least 5 years of operations, project management, and/or consulting experience in healthcare and have a proven track record of implementing specialized care delivery models. Strong preference for individuals with experience in palliative care, hospice, case management and/or complex care delivery.
• Organized. You’re skilled in juggling multiple tasks and working under pressure without sacrificing organization in your communications and documentation. 
• Effective listener and communicator. You always start with listening, and you hear what may not be voiced because you listen so intently to others. You build rapport and great working relationships with your team, leadership, and stakeholders.
• Adaptable. You have a proven track record of success within scaling businesses, fast-paced environments, or startups. You understand that rapid changes to the business, strategy, organization, and priorities are par for the course… and part of the adventure.
• Stakeholder Management: Develop strong relationships with internal partners through effective stakeholder management.
• Operational orientation. Improving programs is second nature for you. You have a track record for building repeatable, reliable, and efficient processes in healthcare strategy and operations, or related fields.
• Grit. You’re never afraid to get your hands dirty, but you can also take a step back and connect the company’s strategy to your team’s performance and execution.
• Tech-Savvy. We are a technology company focused on interacting with folks during the season when they need it most. Experience with video chatting, Google Suite, Slack, electronic health records, or comfort in learning new technology is important.
• Proactive. Identify priorities, take action, and exhibit a bias for action. You adeptly recognize and prioritize your team's needs, problem-solve, and go the extra mile for others.

We are committed to promoting the health and well-being of all individuals. As a provider of cancer care navigation, we recognize that those with cancer constitute a vulnerable population at risk of contracting COVID-19.  As such, Thyme Care has adopted a mandatory COVID-19 vaccination policy, requiring all employees to receive a COVID-19 vaccination as a condition of employment, subject only to conflicting laws and approved exemptions based on medical or religious objections.

We believe employees should be paid fairly. 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 benefits and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and geography. In accordance with New York City law, the base salary for this role, if filled within New York City, is $145,000-165,000. The salary range could be lower or higher than this if the role is hired in another location. We also believe that your personal needs and preferences should be considered, so we allow some choice between equity and cash.

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.