Disruptive
Care
Consumer
Connection &Manager, Care Advisor Operations
Function Health
Operations
New York, NY, USA · Remote
USD 110k-140k / year + Equity
Posted on Nov 14, 2025
Manager, Care Advisor Operations
New York - Hybrid (Ezra ONLY)
Ezra - Operations
Remote
Full-time
Manager, Care Advisor Operations
Operations Full-time
US - New York City, Hybrid (1-2 days a week in Gramercy office)
Company Overview:
Ezra’s mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs and is available at over 100+ imaging facilities in 30+ cities across the US.
We believe in empowering people to make their own health decisions, offering Ezra as a direct-to-consumer service. Members visit our partner imaging centers for a MRI and receive an AI-powered report from an Ezra Medical Provider within 7-10 days.
The Ezra radiology reports are generated by our partner radiologists, using Ezra-approved radiology templates. These radiology reports are then converted into consumer-friendly reports using Ezra Reporter, an AI trained to convert radiology reports into plain English.
Role:
As the Manager of Care Advisor Operations, you will lead and scale a team of Care Advisors while maintaining hands-on involvement in the operational backbone of Ezra's member experience. You will be responsible for rapidly scaling backend operations, maintaining robust standard operating procedures, and optimizing AI-powered systems to enhance efficiency while ensuring exceptional membership experience always comes first. This is a hands-on role that combines team management with direct operational execution to deeply understand workflow challenges and build meaningful efficiencies.
Reporting to the VP of Operations, you will manage the day-to-day operations and growth of the Care Advisory team while personally executing Care Advisor responsibilities and partnering with Clinical teams, partner facilities, and cross-functional stakeholders. You will play a critical role in strategic scaling, team development, process optimization, and AI platform management while maintaining direct insight into operational realities through hands-on work.
Key Responsibilities:
- Build, manage, and scale a high-performing Care Advisor team through strategic recruitment, comprehensive training programs, ongoing coaching, and performance management while fostering a culture of continuous improvement, accountability, and maintaining robust standard operating procedures for consistent team execution.
- Oversee daily operational execution across the member journey, monitoring team performance metrics and quality standards while managing capacity planning, resource allocation, and coordination with partner facilities and clinical teams.
- Drive process optimization and automation initiatives by analyzing operational data, identifying bottlenecks, leading cross-functional improvement projects, partnering with Product and Engineering teams on feature development and system enhancements, and managing the customer support platform while optimizing its AI capabilities.
- Build, manage, and scale a high-performing Care Advisor team through strategic recruitment, comprehensive training programs, ongoing coaching, and performance management while maintaining robust standard operating procedures to support rapid scaling and ensure consistent execution as the team grows.
- Oversee daily operational execution across the member journey, monitoring team performance metrics and quality standards while managing capacity planning, resource allocation, and coordination with partner facilities and clinical teams to deliver exceptional membership experience and satisfaction at scale.
- Drive process optimization initiatives by analyzing operational data, identifying bottlenecks, leading cross-functional improvement projects, and partnering with Product and Engineering teams on feature development and system enhancements that increase efficiency while maintaining the highest standards of member experience.
- Manage and optimize the member support platform and its AI capabilities to enhance operational efficiency, automate routine tasks, and improve response times while ensuring all AI-driven interactions prioritize membership experience and satisfaction above operational convenience.
- Maintain hands-on involvement in Care Advisor responsibilities by executing backend operational tasks, coordinating with partner facilities, and serving as escalation point for complex member cases to deeply understand workflow challenges and identify opportunities for process improvements and efficiency gains.
Qualifications/Skills:
- Bachelor’s or Higher
- > 5 years in a fast-scaling customer service & operations role
- 3+ years in a management role
- Must be based in NYC with the ability to be in our office in Gramercy 1-2 days a week
- Familiarity with a medical environment
- Experience scaling operations people, processes & tools
- Willingness to travel and visit partners (up to 10% of the time)
- Leadership & Scaling Expertise: Proven ability to rapidly build, scale, and develop high-performing teams while driving process improvement, workflow optimization, and operational excellence in fast-growth environments where scaling is critical.
- Hands-On Operational Experience: Direct experience in backend operations, member support, or similar operational roles with ability to execute complex workflows, coordinate with external partners, and handle escalated customer situations while maintaining exceptional service standards.
- AI & Technology Management: Experience managing customer support platforms, AI optimization, automation implementation, and operational technology systems with ability to balance efficiency gains with member experience prioritization and evaluate new technological solutions.
- Strategic & Analytical Capabilities: Strong analytical and project management skills with experience leading cross-functional initiatives, partnering with Product/Engineering teams, implementing process improvements, and using data-driven insights to identify bottlenecks and optimize performance at scale.
- Communication & Stakeholder Excellence: Excellent interpersonal and communication skills with demonstrated ability to build relationships across teams, partner facilities, and cross-functional departments while representing operational needs strategically and ensuring member satisfaction remains the top priority.
Why You'll Love Working With Us:
As a Manager of Care Advisor Operations at Ezra, you'll have the opportunity to make meaningful contributions within a fast-growing organization committed to early cancer detection. You’ll also have access to:
- Base Salary $110,000-$140,000
- Stock options.
- Comprehensive health, dental, and vision plans for you and your family.
- Flexible work environment.
- Team off-sites.
- Competitive vacation policy.
- A culture that emphasizes continuous learning and personal growth.
We’re dedicated to building a diverse team and inclusive culture. Ezra is an equal opportunity employer and does not discriminate based on race, ethnicity, nationality, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.
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Req ID: SCANS-OPS-25-19