Trust and Safety Senior Program Manager

September 26

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Health Advocate

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Healthcare • Health • Advocacy • Wellness

1001 - 5000

Description

• Owns and manages the delivery of the overall Trust & Safety program strategy for Health Advocate that provides onsite wellness coaching and counseling to content moderators. • Oversees and provides leadership, coaching, and guidance to multiple Program Managers and clinical teams working 24/7 at various customer onsite locations. • Ensures attainment of service metrics, including 24/7 coverage business continuity plans and the hiring and operational strategies to meet current and future growth targets. • Conduct, prepare, and participate in presentations with internal leadership and external customers to answer questions about operations and achievement of service metrics. • Conduct monthly and quarterly business review with the client company. • Supports the attainment of quality and production goals by analyzing current work trends and initiating adjustments as needed. • Continuously assesses and refines to adapt to evolving business needs and industry best practices. • Contributes to managing the budget for the program which includes monthly financial reviews, invoice approvals, as well as forecasting and creating estimates for new initiatives. • Contributes to the planning and execution for growth, globally. • Oversees the development of project plans outlining milestones, resources needed, and risks for new initiatives and implementations, in accordance with program growth. • Supports and leads the development and communication of workflows, guidelines, trainings, and continuous quality improvement processes across teams. • Evaluates and provides feedback on integration opportunities to build consistency of operating processes across teams and departments at Health Advocate. • Conducts regular 1:1 meetings with direct reports and facilitates team meetings or other regular channels of communications to build engagement and consistency among teams and locations. • Oversees performance review and salary processes, including timeliness and reasonability of recommendations. • Escalates complaints and service delivery issues through appropriate channels in accordance with Health Advocate’s policies and procedures. • Establishes and maintains professional working relationships with internal/external client customers, team members and department contacts. • Ensures compliance with all applicable privacy, compliance, and service operations trainings and policies.

Requirements

• Master’s degree in a behavioral health discipline. • Current unrestricted clinical practice license (LCSW, LPC, LMFT, LMHC). • 8+ years post-graduate clinical experience in behavioral health. • 3+ years of relevant supervisory/program leadership experience. • Deep experience in operations, and experience owning program strategy and end to end delivery. • Launching and running programs outside of the US a plus. • Thorough knowledge of clinical best practices for crisis support, coaching, and workplace mental health wellness. • Strong detail and organizational skills as well as the ability to think holistically and adapt to shifting circumstances with a solution-focused problem-solving mindset. • Excellent leadership skills and the ability to build effective teams. • Strong client engagement and/or account management experience and ability to work collaboratively with cross-functional teams, departments, and multiple stakeholders. • Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals. • Experience creating and managing budgets. • Excellent verbal, written, and interpersonal communication skills. • Familiar with Microsoft Office and working with electronic health information systems. • Previous experience with Trust & Safety or related field a plus, but not required.