Communications & CRM Manager (Arlington, VA)
Ennoble Care, Arlington, Virginia, United States, 22201
Overview
Ennoble Care is seeking a Communications & CRM Manager to own the performance and optimization of our communications platforms (Dialpad) and CRM systems (Zoho), along with supporting tools like CallRail, Emitrr, Scribe, and Keragon. This role is accountable for key performance metrics—including call answer rate, abandon rate, and patient satisfaction scores—and is responsible for ensuring our systems support high-performing intake and call center operations across 15+ offices and 11 states. This is not just a systems administration role. You will be measured on outcomes, not just uptime. You’ll proactively identify issues affecting performance, recommend and implement fixes, and work cross-functionally with intake supervisors, call center leads, and regional operations teams to drive results. When metrics trend in the wrong direction, you’ll diagnose the root cause—whether it’s a routing issue, a training gap, or a staffing constraint—and either fix it or escalate it. You’ll report directly to the CISO and have regular visibility with the COO and executive leadership. This position is on-site at our Arlington, VA office.
Performance Metrics You will be accountable for the following KPIs:
Call Answer Rate — percentage of inbound calls answered vs. abandoned
Abandon Rate — percentage of callers who hang up before reaching an agent
Average Speed to Answer — how quickly calls are picked up
NPS / Patient Satisfaction — scores from patient feedback surveys
Queue Wait Time — average and max time callers spend waiting
What you own
System configuration, call routing logic, and queue design
Workflow automations and CRM process efficiency
Training and documentation to reduce user errors
Vendor escalations and technical issue resolution
What you influence and escalate
Staffing recommendations when metrics indicate capacity issues
Process changes requiring leadership approval
Agent behavior and adherence issues (escalate to supervisors)
Key Responsibilities
Dialpad Administration & Optimization
Manage user setup, extensions, and permissions
Configure and optimize call routing, queues, and IVR structures to maximize answer rates
Administer Dialpad WFM (Workforce Management) settings
Troubleshoot call quality issues, agent status problems, and routing errors
Monitor real-time and historical performance dashboards
Coordinate with Dialpad support for escalations and feature rollouts
Zoho CRM Administration
Manage user accounts, permissions, and module access
Build and maintain workflows, automations, and business rules
Optimize CRM processes to support intake conversion and follow-up
Test and troubleshoot workflow issues
Integrations & Supporting Platforms
Maintain integrations between Dialpad, Zoho, CallRail, and other systems
Administer CallRail (tracking numbers, routing, attribution)
Administer Emitrr (SMS, user setup, templates)
Support other no-code/low-code tools (Scribe, Keragon) as needed
Troubleshoot integration failures and coordinate fixes
Performance Monitoring & Reporting
Track and report on KPIs weekly to leadership
Identify trends and proactively address issues before they impact metrics
Conduct root cause analysis when performance dips
Support Operations Analyst with data extraction for deeper analysis
Support & Troubleshooting
Respond to and resolve helpdesk tickets related to supported platforms
Serve as Tier 2/3 escalation point for complex Dialpad and Zoho issues
Partner with vendors to resolve technical challenges
Documentation & Training
Create and maintain system documentation and SOPs
Develop training resources to improve adoption and reduce errors
Conduct end-user training for new hires and existing staff
Qualifications Required
3+ years of experience managing contact center or communications platforms
2+ years of hands-on Dialpad administration experience, including call routing, queues, and WFM
Experience being accountable for operational KPIs (answer rate, abandon rate, NPS, etc.)
Experience administering CRM platforms (Zoho, Salesforce, or similar)
Hands-on experience with no-code/low-code platforms and integrations
Strong analytical skills—able to interpret data and identify root causes
Excellent communication skills with ability to present metrics to leadership
Ability to work on-site in Arlington, VA
Preferred
Experience in healthcare intake, call center, or patient access operations
Familiarity with HIPAA and data security best practices
Experience with CallRail, Emitrr, or similar marketing/communications tools
Background in contact center operations (not just IT administration)
Experience with leveraging AI-based technologies to improve workflows
What We Offer
Ownership of mission-critical systems with direct impact on business performance
Direct visibility with CISO, COO, and executive leadership
Competitive compensation and benefits package
Career growth opportunities within IT and operations
#green
Benefits
Full-time employees qualify for medical, dental, vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity
Paid Time Off
Paid Office Holidays
Paid Sick Time
401(k) with up to 3% company match
Referral Program
Payactiv: pay-on-demand. Cash out earned money when and where you need it!
Candidates must disclose any current or future need for employment-based immigration sponsorship (including, but not limited to, OPT, STEM OPT, or visa sponsorship) before an offer of employment is extended.
Ennoble Care is an Equal Opportunity Employer, committed to hiring the best team possible, and does not discriminate against protected characteristics including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.
#J-18808-Ljbffr
Performance Metrics You will be accountable for the following KPIs:
Call Answer Rate — percentage of inbound calls answered vs. abandoned
Abandon Rate — percentage of callers who hang up before reaching an agent
Average Speed to Answer — how quickly calls are picked up
NPS / Patient Satisfaction — scores from patient feedback surveys
Queue Wait Time — average and max time callers spend waiting
What you own
System configuration, call routing logic, and queue design
Workflow automations and CRM process efficiency
Training and documentation to reduce user errors
Vendor escalations and technical issue resolution
What you influence and escalate
Staffing recommendations when metrics indicate capacity issues
Process changes requiring leadership approval
Agent behavior and adherence issues (escalate to supervisors)
Key Responsibilities
Dialpad Administration & Optimization
Manage user setup, extensions, and permissions
Configure and optimize call routing, queues, and IVR structures to maximize answer rates
Administer Dialpad WFM (Workforce Management) settings
Troubleshoot call quality issues, agent status problems, and routing errors
Monitor real-time and historical performance dashboards
Coordinate with Dialpad support for escalations and feature rollouts
Zoho CRM Administration
Manage user accounts, permissions, and module access
Build and maintain workflows, automations, and business rules
Optimize CRM processes to support intake conversion and follow-up
Test and troubleshoot workflow issues
Integrations & Supporting Platforms
Maintain integrations between Dialpad, Zoho, CallRail, and other systems
Administer CallRail (tracking numbers, routing, attribution)
Administer Emitrr (SMS, user setup, templates)
Support other no-code/low-code tools (Scribe, Keragon) as needed
Troubleshoot integration failures and coordinate fixes
Performance Monitoring & Reporting
Track and report on KPIs weekly to leadership
Identify trends and proactively address issues before they impact metrics
Conduct root cause analysis when performance dips
Support Operations Analyst with data extraction for deeper analysis
Support & Troubleshooting
Respond to and resolve helpdesk tickets related to supported platforms
Serve as Tier 2/3 escalation point for complex Dialpad and Zoho issues
Partner with vendors to resolve technical challenges
Documentation & Training
Create and maintain system documentation and SOPs
Develop training resources to improve adoption and reduce errors
Conduct end-user training for new hires and existing staff
Qualifications Required
3+ years of experience managing contact center or communications platforms
2+ years of hands-on Dialpad administration experience, including call routing, queues, and WFM
Experience being accountable for operational KPIs (answer rate, abandon rate, NPS, etc.)
Experience administering CRM platforms (Zoho, Salesforce, or similar)
Hands-on experience with no-code/low-code platforms and integrations
Strong analytical skills—able to interpret data and identify root causes
Excellent communication skills with ability to present metrics to leadership
Ability to work on-site in Arlington, VA
Preferred
Experience in healthcare intake, call center, or patient access operations
Familiarity with HIPAA and data security best practices
Experience with CallRail, Emitrr, or similar marketing/communications tools
Background in contact center operations (not just IT administration)
Experience with leveraging AI-based technologies to improve workflows
What We Offer
Ownership of mission-critical systems with direct impact on business performance
Direct visibility with CISO, COO, and executive leadership
Competitive compensation and benefits package
Career growth opportunities within IT and operations
#green
Benefits
Full-time employees qualify for medical, dental, vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity
Paid Time Off
Paid Office Holidays
Paid Sick Time
401(k) with up to 3% company match
Referral Program
Payactiv: pay-on-demand. Cash out earned money when and where you need it!
Candidates must disclose any current or future need for employment-based immigration sponsorship (including, but not limited to, OPT, STEM OPT, or visa sponsorship) before an offer of employment is extended.
Ennoble Care is an Equal Opportunity Employer, committed to hiring the best team possible, and does not discriminate against protected characteristics including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.
#J-18808-Ljbffr