Operations Manager, Process Innovation

Operations Manager, Process Innovation

We are looking for a mission-driven, hard-working team member who is passionate about making mental health more affordable and is excited by the entrepreneurial challenges of designing and planning operational workflows for a rapidly scaling Core Operations team.

Today, our Process Innovation team acts as an internal consulting and implementation team to our broader Core Ops teams. As a Process Innovation Manager, you will play a key role in shaping how our operations run today and evolve for tomorrow. Reporting to the Sr. Director of Process Innovation, you'll focus on uncovering opportunities to streamline workflows, reduce friction, and improve outcomes for both our delivery teams and the broader business. You'll immerse yourself in day-to-day operations, build close partnerships with operational leaders, and translate what you learn into actionable insights. By connecting the dots across operations, Product Engineering, and Business Intelligence, you'll ensure that improvements are both impactful and scalable.

The ideal candidate has a bias towards action, a strong sense of ownership, thrives in ambiguous situations, and enjoys driving cross-functional projects through to completion.

What you'll do :

• Launch and lead high-impact projectsfrom discovery through implementationdriving process improvements, new initiatives, and customer experience enhancements, with the judgment to know when to pull in expertise and when to drive forward autonomously
• Define success metrics for initiatives, monitor performance, and identify when to adjust priorities and approaches based on data and results
• Foster strong relationships with Business Intelligence, Product, and Operational stakeholders across the organization to identify needs and deliver comprehensive solutions
• Drive organization-wide strategic initiatives and lead resolution of high-priority escalations by influencing cross-functional stakeholders and aligning teams without direct management authority
• Step in to support delivery teams as needed, leading projects or operations when internal capacity is constrained
• Act as a bridge between Product and Delivery, supporting new product releases by creating and maintaining SOPs, surfacing operational insights to inform product decisions, and ensuring smooth adoption and execution across delivery teams

Who you are :

Benefits :

Salary Band : $110,000-$150,000

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