Engagement Team Manager

About RightMove Health 

RightMove, powered by the Hospital for Special Surgery (HSS), is a fast-growing digital health startup delivering best-in-class musculoskeletal (MSK) care through a value-based, virtual model. Backed by the #1 orthopedic hospital in the world, we combine world-class physical therapists, proven clinical expertise, and modern technology to improve outcomes and reduce unnecessary healthcare costs. 

Why This Role 

• The members. Most of the people we reach out to are in pain. Many have been bounced around the healthcare system, told to wait, told to try one more thing, and left to figure it out on their own. The first call from RightMove is often the moment that turns the tide - when someone goes from "I'll deal with it later" to "someone finally has a plan for me." That's what this team does. That's what you'd lead. 

• The build. The playbook isn't written yet - you'll write a lot of it. Scripts, workflows, quality systems, training, and the daily rhythm of the team: most of it is either brand new or ready to be rebuilt. We move fast, try things, kill what doesn't work, and double down on what does. If you've ever wanted to put your fingerprints on something from the ground up, this is that role. 

• How we work. Members first. Ownership over polish. Get a little better every week. Have fun while doing hard work. 

Role Overview 

This is a true player-coach role - and honestly, the "player" part is the best part. You'll spend roughly 40–50% of your time on the phones with members yourself, because being close to the work is what makes you a great leader for this team. Phone time isn't a tax on the management job; it's what makes you good at it. The rest of your time, you'll be coaching the team, building the systems they need, and helping shape how engagement works at RightMove. You'll partner closely with the Head of Engagement to grow a small team of outreach specialists, turn scrappy early wins into repeatable systems, and help build the playbooks that will scale with us. The right person is genuinely excited about both halves - the leadership and the human connection on every call. 

What You'll Do 

Lead from the front 

• Jump on the phone with members every day - you stay close to the work and model what great looks like 

• Grab the hardest calls, the escalations, and the ones nobody else wants - and show the team how it's done 

• Test-drive new scripts, openers, and outreach approaches yourself before rolling them out 

Lead the team 

• Coach and develop a small team of outreach specialists, with real time spent in 1:1s, huddles, and side-by-sides 

• Set the bar - for quality, for hustle, for how we treat members - and hold the team to it 

• Track performance at the agent, team, and plan level, and make sure the team is hitting (and beating) targets 

• Build the quality engine: scorecards, calibrations, and feedback loops that actually make people better 

• Be the first person the team comes to when something is broken, confusing, or unfair — and unblock them 

Build the engine 

• Build from a blank page - scripts, playbooks, workflows, and SOPs that don't exist yet 

• Turn scrappy wins into repeatable systems the next ten teammates can plug into 

• Iterate in days, not quarters - pilot, learn, adjust, and try again next week 

• Pull the data, share what's working and what isn't, and bring sharp opinions to the Head of Engagement 

• Help new client launches go smoothly by making sure the team is ready before day one 

Qualifications 

Required 

• High school diploma or equivalent 

• At least 3 years of leadership experience in an inbound/outbound call center environment 

• Genuine excitement about being on the phone with members every day - this is the heart of the role, not a side duty 

• Availability to work a varying schedule on a rotating basis, including occasional evenings or Saturdays 

Preferred 

• Healthcare or digital health experience, especially in member or patient outreach 

• You've built something before - a team, a process, a playbook - rather than just inherited what was already there 

• Thrives in ambiguity, moves fast, and would rather ship something imperfect than wait for perfect 

• Excellent interpersonal, written, and verbal communication skills, with warm and professional phone presence 

• Strong relationship-building instincts, attention to detail, and a solutions-oriented mindset 

• Comfortable communicating up, down, and sideways - from frontline teammates to senior leadership 

• Proficiency with Microsoft products and experience using CRM, scheduling, or documentation tools 

What Success Looks Like in Year One 

• Members feel heard, supported, and confident in starting care after their very first call with us 

• Strong connection and conversion rates from outreach to scheduled evaluations 

• A team that is well-coached, well-supported, and consistently raising the bar 

• Documented, repeatable playbooks that didn't exist when you arrived 

• A leader the team trusts - one who flexes seamlessly between coaching and getting on the phones themselves