Operations Manager, Client Success

This is a fully remote position, open to applicants in New York.

📋 Description

• Collaborate with Client Success leadership to convert strategic objectives into operational processes and workflows for Coaching and other client-focused programs, leading their execution across the team.

• Take ownership of and continuously enhance operational workflows, including scheduling and program delivery frameworks.

• Manage comprehensive reporting on client activation, engagement, retention, outcomes, and operational effectiveness across all Client Success initiatives.

• Utilize dashboards and analytics tools (such as Looker or Mixpanel) to track program and operational performance, providing leadership with real-time insights and collaborating with Product on necessary developments.

• Examine client and engagement data via Excel, Google Sheets, and existing dashboards to identify trends, risks, and opportunities, driving operational or program enhancements based on these insights.

• Monitor client health indicators and proactively communicate insights and potential risks to Client Success leadership to guide strategic decisions.

• Create, document, and maintain Client Success processes and Standard Operating Procedures (SOPs) that minimize manual effort and enhance consistency within the team.

• Direct forecasting, capacity planning, and performance tracking through precise data and reporting.

• Assist in defining the scope, timelines, and responsibilities for cross-functional Client Success projects, ensuring adherence to schedules.

• Oversee the preparation and distribution of materials—including timelines and version control—for external review or approval processes mandated by client or partner agreements (e.g., payor audits, URAC/NCQA-related documentation, SOC 2 evidence requests).

• Keep documentation and status updates up to date so that stakeholders across Client Success and cross-functional partners have a clear and current perspective on progress.

• Collaborate with Product, Analytics, Engineering, Finance, and Sales to align on data definitions, reporting requirements, and operational priorities.

⛳️ Requirements

• Bachelor's degree.

• 4+ years of experience in Operations, Analytics, Project Management, or a related field, with a proven history of independently managing processes and projects.

• Proven experience with dashboards and analytics tools (such as Looker, Tableau, Power BI) to monitor performance and convey insights to leadership.

• Exceptional attention to detail, sound judgment, and a true passion for process improvement.

• Ability to work independently in a remote, fast-paced environment with evolving priorities.

• Bonus: Experience in healthcare, digital health, behavioral health, or another regulated sector.

• Bonus: Knowledge of SLAs, KPIs, or outcomes-based reporting in a payor or health plan context.

• Bonus: Experience with CRM or coaching/engagement platforms.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision plans.

• Pre-tax benefits: HSA/FSA.

• 401k Retirement Savings Program with matching contributions up to 4%.

• Optional benefits including disability, basic life, or pet insurance, etc.

• Monthly Wellness Stipend to encourage mental and physical self-care.

• Flexible PTO and a Remote-First Environment.

• Regular team events, including Wellness Workshops and Team Building Activities.

• Complimentary access to Talkspace products for you and one household member, along with a friends and family discount!