Manager, Operations

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers.

We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.

Our company culture is one of innovation, collaboration, and growth.

If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What Will Your Job Look Like?

The Manager, Operations will have ultimate responsibility for delivering a high level of service to our members and vendors every day, ensuring high operational standards and satisfaction within an assigned geographic area.

The primary function of the Manager, Operations is to provide oversight for Transportation Provider relationships as well as identified members that need to be care coordinated.

Driving member satisfaction, logistics network management, field monitoring, and financial analysis of transportation costs within the assigned region.

The Manager, Operations will work with Regional Care Coordinator (RCC) team, as well as act as a liaison with the Contact Center to remediate any service issues and resolve client concerns.

Must Reside in Rhode Island.

What You’ll Do:


* Manage and oversee all operational aspects of Regional Care Coordination and Logistics, within assigned region


* Ensure the local Logistics teams are evaluating performance of transportation providers and holding them accountable for a variety of metrics, including, but not limited to: on time performance, cost and customer service satisfaction


* Provide support for organization initiatives in the assigned region


* Partner with Vendor Recruiting to understand the network need and initiate any recruitment efforts needed


* Work with the Regional Care Coordinator team and Contact Center to ensure all are setting the most appropriate and lowest cost mode of transportation, leveraging public transit and gas mileage reimbursement to the fullest extent possible


* Act as Contact Center liaison, support local leadership in assuring RCC and CCRs are fully competent on contract specific metrics and consistently striving to meet SLAs


* Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate procedures and objectives


* Direct field monitoring and issuing of performance improvement plans (PIP) for transportation providers’ subpar performance


* Ensure transportation providers (TPs) are educated and trained in accordance with MTM and contract specific requirements


* Ensure TP’s are compliant with all requirements, training, credentials and policies


* Participate in planning, revisions, implementation, and execution of updated amendments and/or regulations


* Analyze complaint trends and identify root cause


* Responsible for daily guidance, development and performanc...