Operations & Client Delivery Manager

Role Overview

Manta is building the operational backbone for prior authorization management in ophthalmology. As our Operations & Client Delivery Manager, you will own the day-to-day execution and continuous improvement of Manta’s clinical operations — ensuring that surgical and injection workflows run reliably, teams are supported, clients are delighted, and product development stays grounded in real operational needs.

This is a hybrid role spanning operations leadership, client implementation, capacity planning, quality management, and product feedback loops. You’ll manage our growing Philippines-based operations team, partner directly with the product team on workflow design and feature requirements, and serve as the escalation point for complex cases and client communication.

This is a hands-on builder role in an early-stage company — ideal for someone who thrives in ambiguity, enjoys designing systems from scratch, and knows how to turn messy real-world processes into clean, scalable operations.

Key Responsibilities

Operations Leadership

• Manage and support the Philippines-based operations team responsible for eligibility checks, prior authorization processing, and case follow-up
• Define and maintain daily work queues and processing workflows in Manta
• Establish clear ownership, escalation paths, and quality standards across teams
• Provide coaching, training, and performance feedback to team members
• Serve as the primary escalation point for complex or high-risk cases

Client Delivery & Implementation

• Lead onboarding and rollout of new provider practices onto the Manta platform
• Translate client-specific workflows into Manta configuration and operating procedures
• Act as primary point of contact for operational questions from provider offices
• Coordinate communication on ineligible cases, denied authorizations, and schedule changes
• Build trusted client relationships through reliability and transparency

Capacity & SLA Management

• Forecast upcoming workload based on scheduled procedures and renewal cycles
• Monitor daily and monthly processing volumes and backlog risk
• Define and track SLAs (eligibility turnaround, PA submission timing, approval rates)
• Identify when additional staffing or process changes are needed
• Report operational performance trends to leadership

Quality & Risk Management

• Implement audit and exception views to catch missed steps or aging cases
• Ensure data consistency between Manta and provider EHR systems
• Reduce manual QA burden through process design and automation
• Lead root-cause analysis on errors or client-impacting issues

Product Partnership

• Translate frontline operational pain points into product requirements
• Partner with product and engineering on feature prioritization
• Test and validate new workflow features before deployment
• Help design automation rules for eligibility, PA discovery, and renewals
• Ensure product changes improve real operational outcomes

What Success Looks Like

• Philippines operations team runs independently with minimal manual oversight
• No surgeries occur without eligibility or authorization clearance
• Prior authorizations are followed up on reliably with no silent aging
• Client practices experience clear communication and predictable turnaround
• Product roadmap reflects real operational needs, not theoretical workflows
• Founder time shifts from firefighting to strategic growth

Ideal Background

• 5–10+ years in healthcare operations, revenue cycle, or prior authorization workflows
• Experience managing offshore or distributed operations teams
• Proven ability to design and implement new operational processes
• Strong client-facing communication and stakeholder management
• Comfort working with product and engineering teams in early-stage tech
• Ability to balance hands-on execution with system-level thinking

Traits That Will Thrive Here

• Systems thinker who naturally sees bottlenecks and builds structure
• Calm under pressure and confident making judgment calls
• Enjoys building from scratch more than inheriting polished systems
• Clear, concise communicator across clinical, technical, and operational worlds
• Deep ownership mindset — problems are simply “things to solve”

Benefits & Perks

We take care of our team so you can focus on doing your best work. Our benefits package is designed to support you and your family completely.

🏥 Best-in-Class Health Coverage

• 100% Paid Premiums for You & Family: We cover 100% of the monthly premiums for Medical, Dental, and Vision insurance for both you and your dependents. No deductions from your paycheck for basic coverage—peace of mind for the whole family.
• HSA/FSA Options: Pre-tax accounts to help pay for out-of-pocket costs, with a generous employer contribution to your HSA.

🌴 Work-Life Balance

• Unlimited Paid Time Off (PTO): We trust you to manage your time. Whether it’s a two-week vacation, a mental health day, or a Friday afternoon off, take the time you need to recharge without worrying about an accrual balance.
• Flexible Schedules: We focus on impact, not hours. Establish a schedule that works for your life, including flexible start/stop times.
• Remote-Friendly: Work from home, from a coffee shop, or from the office—wherever you are most productive.
• Paid Parental Leave: Generous fully paid leave for all new parents (birth and non-birth) to support your growing family.

💰 Financial Well-being

• Competitive Compensation: Top-of-market salary packages and meaningful equity/stock options.
• 401(k) Plan