Manager, Lead Operations

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Summary: The Manager, Lead Operations will serve as the operational owner and subject matter expert for the end-to-end lead management ecosystem, from lead acquisition and capture through enrichment, qualification, scoring, routing, sales handoff, disposition, and recycling. This person will be accountable for the health, accuracy, governance, and performance of lead flow across Marketing and Sales, including the organization's lead scoring and qualification models. The role will establish the business rules, operational controls, and measurement framework that determine how leads enter, progress through, and exit the lead lifecycle. This role combines marketing and revenue operations expertise, technical fluency, analytical problem-solving, cross-functional leadership, and people management. The ideal candidate can translate business needs into scalable operational solutions, partner effectively with Sales, Data Science, IT, Analytics, and Operations teams, identify and resolve breakdowns in lead flow, and lead a small team responsible for dependable, high-quality execution. Essential Job Responsibilities: Own the end-to-end lead lifecycle from capture and enrichment through qualification, scoring, routing, sales handoff, disposition, and recycling. Establish and govern lead lifecycle definitions, qualification criteria, routing and assignment rules, SLAs, disposition processes, and other lead management standards. Monitor lead flow health and proactively identify and resolve bottlenecks, routing issues, data quality problems, lead leakage, processing delays, and other operational gaps. Continuously optimize lead workflows, integrations, business rules, and controls to improve reliability, speed, scalability, and conversion. Partner with Sales Operations and Sales leadership to strengthen lead acceptance, follow-up, disposition, recycling, and closed-loop feedback between Marketing and Sales. Serve as the business and operational owner of lead scoring and qualification models, ensuring they reflect go-to-market priorities, buyer behavior, and sales feedback. Partner with Data Science and Analytics to evaluate model performance, recommend enhancements, validate changes, and manage testing and rollout. Establish governance for scoring and qualification changes, including requirements, impact assessment, testing, documentation, and post-launch validation. Define and monitor lead flow and funnel KPIs, connecting operational performance and lead quality to downstream outcomes such as sales acceptance, opportunity creation, pipeline, and conversion. Use performance data and stakeholder feedback to identify opportunities to improve scoring, qualification, routing, and overall funnel effectiveness. Additional Job Responsibilities: Serve as a key partner across Marketing, Sales Operations, Data Science, IT, Analytics, and other teams for lead flow, scoring, and qualification initiatives. Translate business needs into clear requirements for automation, integrations, data, reporting, and system enhancements. Lead root-cause analysis and cross-functional resolution of complex lead flow issues and coordinate testing and release readiness for changes affecting the lead lifecycle. Evaluate upstream and downstream impacts of changes to protect data quality, reporting integrity, compliance, scalability, and business continuity. Manage, coach, and develop a small team responsible for lead operations, campaign operations, data quality, or related functions. Establish clear priorities, ownership, operating processes, documentation, and escalation paths for business-critical lead operations. Manage the lead operations backlog and intake process, balancing production issues, optimization opportunities, technical debt, and strategic enhancements based on business impact and team capacity. Build a culture of