Senior Manager, Clinical Care Operations

• Provide strategic oversight of central case management, core clinical delivery, and adjacent care teams
• Ensure operational designs, capacity models, workflows, SLAs, quality metrics, and efficiency targets support organizational scale
• Lead complex initiatives to optimize processes, automate lifecycle transitions, and improve service efficiency while maintaining clinical safety
• Design, pilot, and refine clinical care operational best practices for global clinical operations
• Ensure centrally built workflows, tools, and service delivery frameworks are scalable and adaptable for international deployment
• Partner with Customer Success leadership on specialized, high-touch, and unique client requirements
• Collaborate with Clinical Governance to translate clinical standards into operational workflows and maintain compliance, ethical rigor, and clinical safety
• Partner with Product and Salesforce Development teams to implement tooling, system enhancements, and automation
• Work with Quality Assurance to track cross-business quality metrics and maintain clinical excellence standards
• Collaborate with Implementation teams on rollouts of clinical programs and client onboardings
• Lead through strategic roadmap execution, cross-functional integration, and macro-level governance
• Manage complex cross-functional projects with interdependent workstreams
• Identify and escalate operational or clinical risks appropriately
• Lead and influence stakeholders across Product, Customer Success, Governance, QA, and Global Executive teams
• Foster psychological safety, resilience, engagement, and accountability across clinical and operational staff

• 7+ years of progressive leadership experience in clinical care operations, case management, or healthcare operations
• Demonstrated experience operating at a Senior Manager / strategic oversight level
• Strong background in clinical service delivery, mental health operations, or managed care environments
• Demonstrated experience working with or designing operational frameworks for international healthcare/clinical operations
• Proven experience partnering with product and engineering teams to optimize CRM systems such as Salesforce and automated workflows
• Master’s degree or higher in Clinical/Counseling/Industrial Psychology, Healthcare Administration, Operations, Business Administration with Mental Healthcare experience, or a related field preferred
• Flexibility to attend meetings outside normal office hours to support APAC and US regions
• Ability to travel for work purposes occasionally

• Flexible working hours due to the global nature of the business
• Global team collaboration and exposure
• Occasional work travel
• Permanent full-time employment