Operations Manager, Client Success
New
T
TalkspaceMental Health, Digital Health
This is a remote position based on Eastern Time., Eastern TimeFull-TimeManager
Salary75,000 - 85,000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- Project ManagementMicrosoft Power BIOperations ManagementTableauMicrosoft ExcelGoogle SheetsLooker
Requirements
- Bachelor's degree.
- 4+ years of experience in Operations, Analytics, Project Management, or a related role.
- Track record of owning processes and projects independently.
- Demonstrated experience working with dashboards and analytics tools such as Looker, Tableau, or Power BI.
- Proficiency with Excel and Google Sheets.
- Strong attention to detail and sound judgment.
- Interest in process improvement.
- Ability to operate independently in a remote environment.
- Experience in healthcare, digital health, or behavioral health is a plus.
- Familiarity with SLAs, KPIs, or outcomes-based reporting in a payor or health plan context is a plus.
- Experience with CRM or coaching/engagement platforms is a plus.
Responsibilities
- Partner with Client Success leadership to translate strategy into operational processes and workflows spanning Coaching and other client-facing programs.
- Own and continuously improve operational workflows, including scheduling and program delivery structures.
- Own end-to-end reporting on client activation, engagement, retention, outcomes, and operational performance.
- Use dashboards and analytics tools (e.g., Looker or Mixpanel) to monitor program and operational performance.
- Analyze client and engagement data using Excel and Google Sheets to identify trends, risks, and opportunities.
- Build, document, and maintain Client Success processes and SOPs that reduce manual effort.
- Lead forecasting, capacity planning, and performance tracking.
- Manage preparation and delivery of materials for external review or approval processes (e.g., payor audits, URAC/NCQA, SOC 2).
- Partner with Product, Analytics, Engineering, Finance, and Sales to align on data definitions and operational priorities.
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