Senior Manager, Clinical Operations - Operational Excellence

Accountabilities: Clinical Operations Workflow Design Map, design, and manage end-to-end Clinical Operations workflows, including daily processes, ownership, decision points, and responsibilities. Establish and maintain standard operating procedures, service-level agreements (SLAs), and clear escalation paths. Identify bottlenecks, unnecessary handoffs, and opportunities to simplify processes and improve operational consistency. Design scalable workflows that allow clinical operations leaders and support teams to manage increasing demand efficiently. Analytics and Performance Measurement Use SQL, dashboards, spreadsheets, and business intelligence tools to build reliable reporting on operational demand, workflow performance, resource allocation, turnaround times, recurring requests, and outcomes. Analyze request-level data to understand who is requesting support, why demand changes, where intervention is needed, and how operational performance affects broader business results. Develop metrics that make workload, capacity, service levels, and the impact of operational improvements visible to leadership. Use data insights to prioritize improvements and guide resource allocation and decision-making. Automation and AI Enablement Identify repetitive tasks and manual processes that can be simplified, automated, or eliminated. Build and deploy frontline AI agents and automation solutions that help stakeholders resolve requests faster with fewer manual handoffs and less dedicated staffing. Improve data access and workflow integration to support faster, more consistent operational execution. Prototype practical solutions using automation, AI, and no-code or low-code tools, and define requirements for more advanced Product, Data, or Engineering investment. Clinician Self-Service and Support Analyze support demand to identify questions and requests clinicians can resolve independently. Develop proactive education through onboarding programs, recurring learning forums, and targeted communications. Create accessible self-service resources, including online guidance, FAQs, and support agents. Manage and improve the support team responsible for addressing clinician questions and escalations in day-to-day practice. Operating Model and Team Enablement Develop playbooks, toolkits, job aids, and decision rules that help clinical operations teams and coordinators respond consistently. Define how work should be distributed among clinical leaders, coordinators, clinicians, and self-service channels. Ensure routine requests are routed efficiently while complex cases retain appropriate escalation paths. Measure whether redesigned workflows maintain clinician performance, care quality, and satisfaction as each clinical support team or dyad supports a growing clinician network. Lead and develop support staff while reducing the operational burden on clinical operations leadership. Requirements 4–6+ years of professional experience in operations, management consulting, program management, analytics, implementation, or a related field. Advanced analytical capabilities, including the ability to write SQL independently and use dashboards, spreadsheets, and business intelligence tools to investigate operational performance. Ability to translate request-level and workflow data into actionable insights about demand, capacity, service levels, resource allocation, and business impact. Strong workflow design and process improvement skills, including end-to-end process mapping, bottleneck identification, ownership definition, and reduction of unnecessary handoffs. Hands-on experience with automation, AI, or no-code and low-code tools to improve frontline operations. Ability to prototype operational solutions and translate business needs into requirements for Product, Data, and Engineering teams. Experience designing scalable operating models that distribute work effectively across leaders, coordinators, clinicians, and self-service channels. Ability to develop practical standard operating procedures, playbooks, service levels, escalation frameworks, and decision rules. Strong problem-solving and prioritization skills, with the ability to balance immediate operational needs with longer-term scalable solutions. Comfortable working in a hands-on builder-operator capacity, taking ownership of implementation and measurable results. Preferred qualifications: Experience in healthcare, behavioral health, or another regulated industry. Experience in a fast-paced, high-growth organization that has demonstrated operational scale. Practical experience with business intelligence platforms, workflow automation tools, or AI agents used in frontline operations. Benefits Annual salary range of $120,000–$165,000 USD. Eligibility for a performance-based bonus. Medical, dental, and vision insurance effective from the first day of employment. 401(k) retirement plan with employer match. Generous paid time off and paid holidays. Paid parental leave. Learning and professional development opportunities. Collaborative, mission-driven team environment. Remote work opportunity, with a hybrid option for candidates in the New York City metropolitan area. Opportunity to build scalable operational systems and contribute to improving clinician experience and mental healthcare delivery.