Senior Manager, Clinical Operations - Operational Excellence

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.