Operations Manager NPC, One Medical Operations

Job description

Description
Application deadline: Jan 1, 2026

At Amazon One Medical, our goal is to provide the most patient-centered care in healthcare, and to achieve this, we need exceptional, talented, and driven individuals.

If you’re passionate about helping us create the best healthcare experience for our patients, this is your opportunity to make a meaningful impact.

As a National Primary Care Operations Manager, you’ll be part of a dynamic, fast-paced environment filled with individuals who are deeply committed to our mission of providing world-class service to patients.

Our teams strive for excellence, never settling for the status quo, and thrive in managing high-volume tasks.

We continuously improve our work through learning, experimentation, and process optimization.

We're seeking an Operations Manager to help transform primary care delivery and improve healthcare accessibility.

You'll oversee the operations for the National Remote Primary Care (RPC) team managing remote providers across the country.

As an Operations Manager you will be a strategic leader partnering with the clinical team to ensure operational oversight, monitor quality and customer experience, provide gap analysis and business review documents while working cross functionally throughout the organization to lead strategic growth initiatives.

You are a strong team leader, innovative problem-solver, and critical thinker.

You are a self-starter who can develop ideas independently, prioritize, adapt quickly to team needs, and strategically align team goals with the organization’s goals to drive results.

You are financially savvy, self-aware, and a continual learner who focuses on the big picture and emphasizes developing talent, driving performance and people management.

Key job responsibilities
Lead and scale national remote operations teams using CICARE and Lean principles to deliver an exceptional virtual care experience for members and providers
Exhibit customer obsession by ensuring CICARE is consistently modeled across all remote team and provider interactions to build and retain member trust
Own the end-to-end strategy and execution of remote continuity-of-care programs including post-visit follow-ups, lab and result loops, referrals, care coordination, and asynchronous outreach
Partner closely with clinical leadership (MD/DO) to optimize business, operational, and financial performance across remote care teams, including staffing, scheduling, and virtual workflow management
Build and lead high-performing distributed teams, hiring, onboarding, coaching, and developing frontline staff and people managers to foster leadership readiness and support career development
Champions process improvements that drive standardization, efficiency, and consistency across national virtual operations.

Conduct Gemba-style audits and huddles to monitor adherence to SOPs
Maintain Weekly Business Reviews (WBRs), define and track KPIs, develop dashboards, conduct root-cause analysis, and execute A/B testing to improve remote throughput, quality, and cost-effectiveness
Lead a team of schedulers who are responsible for managing RPCs appointments, and managing patient’s needs on behalf of their assigned provider.
Invent and simplify by leading the design and adoption of scalable workflows for care transitions, follow-ups, and quality initiatives in collaboration with cross-functional teams
Own workforce planning and capacity management in coordination with the WFM team for remote providers and support staff, ensuring scheduling models align with member demand and optimize resource utilization
Support high-quality care outcomes and member safety by embedding quality and regulatory best practices into remote workflows, leading improvement initiatives to close care gaps and enhance population health
Own relationship with HST and Analytics and provide requirements to them for the remote providers including getting ready for scale, and identifying areas for improvements in their operations
Collaborate with Virtual Care, Clinical Operations, Population Health, Product, Analytics, Access, Enterprise, Strategic Growth and Compliance to launch and scale initiatives that improve access, experience, and quality metrics
Deliver results through effective management of escalations, service recovery, provider support, and execution of administrative workflows such as queue oversight and schedule deployment
Foster a high-performing, inclusive remote team culture, promote engagement, recognize contributions, and contribute to One Medical’s goal of being the Earth’s Best Employer
Dive deep into operational, clinical, and workforce data to uncover trends, surface insights, and drive data-backed decision-making at scale
Demonstrate a bias for action by driving virtual care expansion efforts, supporting new programs and pilots, and ensuring smooth remote implementation of strategic priorities
Lead through change by developing scalable mechanisms and change management practices that evolve with the organization and improve member experience while reducing cost to serve

These responsibilities are intended to describe the general nature and level of work being performed by team members assigned to this job classification.

They are not to be construed as an exhaustive list of job duties performed by team members in this classification.

Other job related duties may be assigned by management.

Basic Qualifications
- 5+ years of managing a high caliber team experience
- Experience writing business requirements documents, functional specifications, and use cases
- Experience communicating to senior management and customers verbally and in writing
- Experience defining requirements and using data and metrics to draw business insights
- 1+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- Experience in healthcare, particularly in collaboration with clinicians
Preferred Qualifications
- Experience in performing team building, coaching, and managing
- Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment
- Experience hiring candidates, mentoring and developing employees in their careers
- Experience leading process improvement, systems development, and project management

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies.

Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position.

These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation.

Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets.

The Colorado base pay for this position ranges from $76,100/year up to $102,900/year.

The National base pay for this position ranges from $68,500/year in our lowest geographic market up to $113,200/year in our highest geographic market.

Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Amazon is a total compensation company.

Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits .

This position will remain posted until filled.

Applicants should apply via our internal or external career site.

Required Skill Profession

Other General