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Job description
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%
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Worksite address
santa monica, CA, 90403, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.