Senior Manager, Care Advocacy

Color is revolutionizing cancer care with the nation’s first Virtual Cancer Clinic, delivering high-quality, physician-led multidisciplinary care across all 50 states. Our innovative, guideline-based approach spans cancer screening, risk assessment, prevention, diagnosis, treatment support, and survivorship. In addition to personalized direct medical care, our services include cancer genetics risk assessment, nutrition, mental health support and at-home cancer screening diagnostics. Using technology-driven, patient-centric solutions, Color is transforming how employers, unions, health plans, and governments address cancer. Color’s goal is to close critical cancer care gaps, improve cancer outcomes, and guide patients with empathy through their healthcare journeys.

Apply to join Color and do the most meaningful work of your career. If you are not sure that you’re 100% qualified but are up for the challenge - we want you to apply!

This is a rare opportunity to build and scale a high-impact remote care advocacy organization that meaningfully changes how patients experience cancer care. Reporting to the Director of Care Services, you’ll lead a talented team while designing the operating systems, performance culture, and accountability frameworks that enable exceptional patient outcomes. You’ll partner closely with leadership to translate strategy into scalable operations, develop high-performing leaders, and shape the future of care advocacy at Color.

You’ll lead a team of internal care advocates and a contractor partner layer, evolving the function from transactional coordination into proactive patient advocacy that drives behavior change, closes care gaps, and improves outcomes. If you thrive in ambiguity, love building teams and processes from the ground up, and enjoy turning vision into execution, this is an opportunity to make a lasting impact on both the organization and the patients we serve.

What You'll Own:

• Directly manage a team of care advocates supporting patients across complex cohorts: abnormal results, high-risk, active cancer, and survivorship

• Build and maintain the full performance management infrastructure — expectations, review cadences, accountability frameworks, and role-level differentiation (CA1, CA2)

• Own team performance against key service line metrics including in-person scheduling rates, efficiency, and patient NPS; set targets, track progress, and close gaps

• Conduct regular 1:1s, performance conversations, and development discussions with each advocate — not as a check-in but as a genuine investment in their growth

• Navigate difficult performance conversations directly and with care — hold people accountable while maintaining trust and psychological safety

• Monitor caseload quality, identify patterns, and drive improvements before issues compound

• Build team cohesion and culture across a dispersed group of internal and contracted staff — model the behaviors you expect: ownership, proactivity, quality, and patient-centeredness

• Coach advocates on patient communication, engagement techniques, and behavior change skills — actively developing their capabilities over time, not just managing their output

• Develop and implement a team training and development curriculum aligned with the team’s strategic goals and priorities

• Serve as the primary relationship owner for our contracted partner, who handles higher-volume, lower-complexity scheduling and navigation workflows

• Own the infrastructure Color builds around the contractor layer: onboarding process, quality standards, performance expectations and monitoring, and training materials

• Establish SLAs where they don’t yet exist and build the accountability systems to hold the contractor layer to them

• Develop and run a quality review cadence covering ticket accuracy, turnaround time, and patient experience — Color owns the QC, not the vendor

• Manage day-to-day coordination and make recommendations on contractor scope, capacity, and long-term model as the business evolves

• Define workflow boundaries between care advocates and customer support in partnership with the Director

• Build or improve intake, escalation, and handoff processes across internal and contractor teams

• Establish productivity and quality metrics; track and report on them on a regular cadence

• Identify and close gaps in tooling, documentation, and training

• Identify opportunities to automate or templatize repeatable work to increase team capacity for higher-complexity, higher-value patient interactions

• Establish error tracking and root cause analysis practices so mistakes don’t recur

• Create clear escalation protocols so the right cases reach the right people without falling through cracks

• Develop and maintain SOPs and training materials — ensure quality doesn’t depend on institutional memory

• Partner with the Director to evolve the care advocate function from transactional coordination to a proactive, coaching-based model — where advocates drive behavior change, close screening gaps, and serve as genuine champions for patients navigating fear and complexity

• Champion the integration of motivational interviewing and health coaching principles into how the team engages patients — help advocates move patients from stuck to engaged

• Identify and track outcome metrics that connect the team’s daily work to real patient impact — not just activity, but change

• 5+ years in care operations, care management, or clinical operations in a healthcare setting

• Experience in digital health or virtual care strongly preferred — B2B2C care delivery is a meaningfully different environment than a traditional health system

• Proven track record managing patient-facing teams — care advocates, care coordinators, or similar roles — with real performance accountability

• Demonstrated ability to build structure where little or none existed — you've done this, not just described it

• Experience managing an external contractor or vendor layer with accountability for quality and SLAs — including owning the QC infrastructure, not just the relationship

• Strong people leadership instincts — able to coach individuals, have hard conversations, and drive both performance and culture

• Comfortable receiving strategic direction that is still forming and translating it into operational plans without waiting for a finished playbook

• Background in health coaching, motivational interviewing, behavior change, or patient advocacy — we are actively building toward a model where care advocates function as patient champions, not just schedulers, and we want someone who believes in and can lead that evolution

• Background in oncology, cancer screening, high-risk patient populations, or early detection programs

• Has built or rebuilt a care team from scratch in a startup or high-growth environment

• Comfortable operating as a player-coach in the early stages — willing to be hands-on while building the team