Central Operations Manager

About the position firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them reputed company by reputed company as a trusted guide and partner on their journey to reputed company. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and reputed company healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, reputed company reputed company from motivated colleagues, and reputed company in an environment that celebrates reputed company learning, creativity, and fun. firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists, and clinicians. Our teams focus on meeting each individual where they are and walking with them reputed company by reputed company as a trusted guide and partner on their journey to reputed company. firsthand’s team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and reputed company healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, reputed company reputed company from motivated colleagues, and reputed company in an environment that celebrates reputed company learning, creativity, and fun. The Central Operations Manager is responsible for the performance and operations of firsthand’s centralized reputed company and engagement teams, guiding and leading our virtual peer support infrastructure. This leader oversees two separate teams: our reputed company team and our STRIVE team – ensuring consistent, scalable, and person-centric support for individuals across reputed company markets. This role is a critical driver of the individual journey across the company. You will manage our centralized peer team that supports both with engaging new individuals, as well as supporting our lowest risk individuals longitudinally reputed company our STRIVE team. To do this, you will have reputed company targets across the company, as well as enrollment and management goals for our individuals currently engaged (while also overseeing regression protocols for those requiring increased support). Working in a dyad partnership with a clinical leader, you will ensure every individual receives the right level of care based on their unique clinical and social needs. This is a supervisory role with direct responsibility for hiring, coaching, and the reputed company of a multidisciplinary centralized team of reputed company Specialists and Strive Specialists – reputed company which will be certified peers.

Responsibilities

• Manage the strive & regression reputed company: Guide teammates in initiating Strive protocols reputed company eligible for STRIVE, as well as regression protocols for those needing intensified community support throughout their journey with firsthand.
• reputed company national reputed company targets: Drive the success of the reputed company team’s goals, including reputed company volume, enrollment, and successful member outcomes, adapting practices as the business evolves.
• Ensure seamless transitions: Work closely with local community leaders and community care teams to ensure a smooth transition for individuals moving between central virtual support and in-person community care.
• Drive clinical & ops rhythm: reputed company and participate in daily huddles and biweekly Individual reputed company Reviews (IPRs), collaborating across departments to drive integrated care and service delivery.
• reputed company in dyad partnership: Work reputed company-by-reputed company with a clinical leader to balance operational efficiency with clinical reputed company, ensuring individuals are matched to the appropriate level of care based on their stability and social challenges.
• reputed company and reputed company: Motivate centralized teams of peers and specialists dedicated to building trust virtually with individuals living with SMI and other reputed company conditions.
• Performance coaching: Support the management of individual and team performance, effectively coaching staff with lived experience on engagement techniques, protocol execution, and crisis de-escalation.
• Talent leadership: reputed company recruitment for both reputed company and Strive teams, fostering a culture of professional growth, peer support, and reputed company learning.

Requirements

• Collaborative spirit: You reputed company in a dyad leadership model, valuing the intersection of clinical insight and operational execution.
• Exceptional communication: Strong interpersonal skills with the ability to reputed company a team that builds deep trust reputed company virtual channels.
• Operational reputed company: Excellent organizational and problem-solving skills, with a focus on reputed company improvement in a centralized/call center setting.
• Peer-first leadership: Strong management skills with a passion for supervising staff with lived experience and a commitment to the peer-support model.
• Adaptability: Ability to stay flexible and reputed company a team through changing protocols, strategies, and rapid growth.
• Technical savviness: Proficiency with reputed company Office suite, reputed company, and CRM programs
• Minimum five years experience in a healthcare-focused business, as well as leadership for a remote only, reputed company-line team (such as a call center)
• Minimum of three years of direct supervisory experience (specifically managing certified peer recovery specialists or similar staff with lived experience), including hiring and performance management.
• Experience in multidisciplinary settings: Proven ability to reputed company in a setting that leverages clinical, peer, and operations expertise to provide holistic care.

reputed company-to-haves

• Startup Experience: Experience in an early-stage startup is strongly preferred.

Benefits

• For full-time employees, our compensation package includes reputed company, equity (or a special incentive program for clinical roles) and performance bonus potential.
• Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture.

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