Senior Manager, Support Operations

Why Join Us Receptive is a modern digital health platform dedicated to emotional wellness, mental clarity, and holistic health. Since our founding, we have helped over one million individuals access the right care at the right time by connecting them with trusted professionals who support their mental and physical well-being. Licensed in all 50 states and serving more than 100,000 members each year, Receptive brings together leading brands across behavioral and lifestyle health. Our portfolio includes Pettable, ADHD Advisor, and Top Nutrition Coaching, which provides evidence-based nutrition care through virtual coaching and insurance-supported programs. Grounded in clinical excellence and a people-first mission, we empower licensed providers with the autonomy, technology, and support they need to deliver accessible, personalized care. About the Role Receptive is seeking an experienced support operations manager to own and scale support operations across our telehealth brands. This person will shape the function end-to-end, from day-to-day service performance and workforce planning to the design of scalable processes, quality standards, knowledge systems, and reporting. The Senior Manager, Support Operations will lead our Customer Support Managers and partner closely with the Director of Operations to build greater consistency, visibility, and operational discipline across the function while accounting for each brand's distinct needs. This is a hands-on leadership and transformation role for someone who can strengthen what is working, identify where the organization needs to evolve, and use data, technology, automation, and AI thoughtfully to expand the team's capacity without compromising the empathy, judgment, and human connection healthcare requires. Lead and develop the support organization Lead, coach, and develop Customer Support Managers, strengthening their capabilities in coaching, delegation, performance management, quality oversight, and day-to-day leadership. Establish clear expectations, decision rights, and operating rhythms that foster accountability, collaboration, continuous learning, and trust across the support organization. Build and optimize support operations Serve as the operational subject matter expert for insurance-related support workflows, such as verification of benefits, prior authorizations, claim denials, and payer requests for additional information or documentation, while establishing clear playbooks, escalation paths, and ownership. Use service, quality, productivity, and client experience data to oversee workforce planning, scheduling, and coverage and guide the implementation of processes, tools, and operating practices that align support capacity and priorities with demand. Strengthen quality, communication, and knowledge management Establish quality assurance practices across email, chat, and phone support, using findings and support trends to improve communications, identify…