Guide Team Manager

Overview

Now is the time to join us!

We’re Personify Health. We’re the first and only personalized health platform company to bring health, wellbeing, and navigation solutions together. Helping businesses optimize investments in their members while empowering people to meaningfully engage with their health. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we’re shaping a healthier, more engaged future.

Responsibilities

Who are you?

You are passionate about improving people’s wellbeing. You are humble so you are “team-first” and bring in other’s opinions, but courageous enough to think outside the box. You are hungry to create meaningful change and exceed expectations. You are smart so you know when and how to collaborate and how to engage and inspire others to do their own best work.  

In this role you will wear many hats, but your knowledge will be essential in the following:

• People Leadership of a Full-time and/or Part-time team.
• 1:1s with team members at least 1x per month to strengthen:
• Performance opportunities and best practices
• Professional growth and development
• Service specific updates and expectations
• Hold individuals accountable to job expectations and performance KPI’s
• Individual team member development plans and talent planning
• Morale
• Assess and respond to team morale
• Conduct culture building activities as appropriate
• Performance
• Evaluate team trends to identify and develop strategies to improve performance
• Ability to uphold company and department policies and procedures
• Promotes and creates an environment of diversity, equity, justice, inclusion, and psychological safety
• Administrative Team Management
• Manage FTE, Flexible PTO, timecards, and member-facing schedules
• Responsible for updating team dashboard for assigned team members
• Accountable to on-call requirements and responsibilities
• Accountable to facilitating team meetings, trainings, and developing content for team meetings
• Cascade/communicate relevant information and updates to team in a timely manner
• Coordinate appointment coverage needs with Reserve Team
• Participate in coach hiring/interviewing, as needed
• Onboard/offboard team members
• Represent and Advocate for your Team
• Roll up feedback and trends to Strategic Manager
• Represent needs of your team in Leadership meetings
• Responsible for familiarity with current system updates, products, and training materials
• Stakeholder in delivery method of training and implementation of Live Services product and strategy
• Participate in projects and workgroups, as assigned
• Quality Review Process
• Responsible for overall quality of assigned team members
• Complete and communicate minimum quality review requirements on a quarterly basis
• Support self and peer review process
• Assess and roll up overall quality trends for team to peer managers and Quality/Training team
• Stakeholder to Training & Quality and Service Operations
• Identify training needs for team and rollup
• Partner with training team to build content and deliver training material, as needed
• Minimal support of new hire training, as requested
• Provide feedback and partner on relevant projects, as needed
• Member Support
• Member-facing interaction 5-50% of time based on team size and/or demand, including supporting and devising a plan around difficult members when coach does not feel comfortable
• Responsible for service ticket triage and member escalations
  

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Qualifications

What you bring to the Personify Health team:

In Order To Represent The Best Of What We Have To Offer You Come To Us With a Multitude Of Positive Attributes Including

• Bachelor's degree in health-related field required; Master’s degree preferred.
• National Board-Certified Health and Wellness Coach (NBC-HWC) strongly encouraged.
• Expert knowledge in behavior change and coaching skills.
• Experience working as a Live Services team member preferred.
• Management experience preferred.
• Ability to motivate and support the development of team members.
• Ability to advocate for team and escalate issues as appropriate .
• A high level of professionalism and positive work behavior.
• Ability to work effectively in a fast paced, high energy, team-oriented environment.
• Handles ambiguity well with proven ability to manage change effectively using a growth mindset.
• Ability to multi-task and perform effectively under pressure.
• Impeccable organizational skills and detail orientation.
• Outstanding interpersonal skills, including superior communication skills.
• Results-oriented leadership.
  
  

Physical Requirements

• Must be able to remain in a stationary position 50% of the time.
• The person in this job needs to occasionally move about inside the office to access office machinery, filing cabinets and meeting facilities.
• Constantly operates a computer and other office productivity machinery, such as copy machine, computer printer, calculator, etc.
• Frequently positions self to maintain files in file cabinets.
• Frequently moves boxes or equipment weighing up to 25 pounds.
• Must communicate information and ideas so others understand. Must be able to exchange accurate information in these situations.
• Must be able to observe details at close range.
  
  

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $66,000 to $87,000. Note that salary may vary based on location, skills, and experience. This position is eligible for 5% target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.