Manage a team of 5-10 Onboarding Specialists
Serve as the primary operations day-to-day point of contact and liaison for the clinical team
Develop and implement standard operating procedures to improve team efficiency, quality, and client engagement
Implement and manage quality assurance metrics that align with best practices, SLAs, etc.
Manage patient cases that are escalated for timely support and proactively lead resolution for issues that arise
Analyze data to identify issues, measure capacity, monitor progress/trends/metrics, and inform program decision making/prioritization
Facilitate weekly 1:1s and team meetings to drive professional development, performance reviews, positive team culture, and alignment on process updates/changes

8+ years experience with operations in a clinical setting, ideally a high growth / fast paced environment
3+ years of experience managing a team
Strong understanding of clinic operations and supporting clinicians
Highly organized self-starter; able to quickly diagnose an issue and independently work toward a sustainable solution
Strong project and team management skills
Attention to detail, self-motivated, and able to effectively balance multiple priorities and delegate tasks to team members
Excellent communication skills
Passion for transforming mental health through technology with a human touch

Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
Lyra for Lyrians; coaching and therapy services
Equity in the company through discretionary restricted stock units
Competitive time off with pay policies including vacation, sick days, and company holidays
Paid parental leave
401K retirement benefits
Monthly tech allowance
We like to spread joy throughout the year with well-being perks and activities, surprise swag, free food, regular community celebration…and more!

Operations Manager

Key skills