Agency Operations Manager

About AngelSense

AngelSense is a mission-driven technology company dedicated to improving the safety, independence, and quality of life of individuals with developmental disabilities and other special needs. Through innovative assistive technology, AngelSense helps families, caregivers, healthcare providers, schools, and government agencies support vulnerable populations with greater confidence and independence.

Position Summary

The Agency Operations Manager serves as the critical link between Agency Service Delivery and Billing Operations, owning the post-sale agency (B2G/B2B) lifecycle from vendorization through billing, collections, and renewals. This role builds a scalable agency operations engine that improves activation speed, revenue collection, and agency satisfaction while supporting rapid growth.

This role leads a high-performing operational team of approximately 15 across State Program Pods and Functional B2B Teams, delivering reliable, compliant, and cost-efficient service across agency accounts. The ideal candidate is a mission-driven leader who is equally comfortable coaching teams, navigating state Medicaid waiver programs, and analyzing operational and revenue performance metrics.

Key Responsibilities

• Own and optimize the agency lifecycle from quote and order processing through activation and renewal across B2G state waiver funding programs and other B2B verticals
• Serve as the internal expert on state waiver and funding program registration and billing, ensuring compliance with state vendor enrollment, audits, and billing requirements
• Design and implement scalable workflows that reduce friction for agency partners and ensure high-speed service delivery
• Oversee billing, invoicing, and revenue collection processes to ensure accurate and timely revenue flow
• Actively monitor and improve collections performance, targeting reduction of AR aging and identifying root causes for billing rejections
• Collaborate with Finance on revenue reporting, collection performance, and month-end reconciliation
• Maintain CRM and billing system integrity to ensure HIPAA-compliant reporting for B2G contracts
• Lead and mentor a multi-functional team of Team Leads, Specialists, and Associates, fostering a mission-driven culture and high performance
• Manage capacity planning, hiring, onboarding, training, performance management, and personal development
• Serve as the senior operational voice for AngelSense during high-stakes remote client presentations and virtual business reviews
• Resolve complex agency escalations and handle critical accounts while ensuring the team owns day-to-day execution independently
• Drive process improvements and system automation to increase operational efficiency and cost-effectiveness
• Act as the voice of Agency Operations in meetings with Sales, Customer Support, Marketing, Finance, and R&D

Success Metrics

• Revenue collection percentage
• Aging AR reduction
• Rejection and denial rate for state and funding waiver programs
• CSAT and SLA adherence
• Processing time for quotes, orders, billing, and renewals
• Billing accuracy and reporting compliance
• Team performance and retention

Qualifications

• Five or more years of leadership experience in B2G customer service and billing operations
• Direct experience in state Medicaid waiver program vendor enrollment, billing, and audits
• Proven experience in a "management of managers" capacity, successfully scaling teams
• Experience managing multi-function teams across operations, billing, and compliance
• Experience operating in high-growth or scaling environments
• Strong executive communication and remote stakeholder management skills, including leading virtual operational reviews with agency partners
• Empathetic, mission-driven team leadership and coaching skills
• Ability to analyze performance metrics
• Familiarity with HIPAA regulations and ethical handling of sensitive data

Preferred Qualifications

• Bachelor's degree or equivalent experience
• Professional experience with the special needs community (Medicaid waivers, Special Education, ABA therapy, or Assistive Technology)
• Experience with state portal systems and vendorization processes
• Background in scaling operations at a high-growth technology or healthcare company
• Experience building KPI frameworks and operational reporting from the ground up
• Familiarity with billing platform automation and revenue cycle optimization

Compensation & Benefits

Base Salary: $100,000 - $110,000

Benefits: Medical, Dental, Vision, PTO, and 401(k)

Travel Requirements

Minimal travel required, approximately 5%