Care Team Manager

Joyous•Foster City, CA

9h•Onsite

About The Position

Join Joyous in our mission to revolutionize mental health care. As pioneers, we leverage very low dose (VLD) ketamine, AI-powered treatments, and advanced technologies to make mental health care effective, accessible, and affordable. With a team of nearly 120 professionals, we've transformed over 60,000 lives, leading a mental wellness revolution for a future where everyone can thrive. Working with us offers more than a job; it's a chance to be part of a life-saving mission that promotes health and compassion worldwide. You'll push mental health care boundaries with AI innovations, contributing to meaningful change and experiencing significant professional growth. At Joyous, we're creating lasting impacts, one life at a time. Joyous is hiring a Care Team Manager to lead and scale our patient care department. This is a pivotal leadership hire — we’re looking for someone who brings outside experience, fresh perspective, and proven management skills to help us build a world-class care team. You will own the full care team with the other care team managers: directly managing our US-based Patient Care Specialists while providing leadership to our Philippines Team Managers, each of whom oversees a team of 5–10 Phillipines-based care staff. This means you’re accountable for care quality, team performance, and operational excellence across a global, 24/7 operation. A core goal of this role is to continuously close the gap between a patient sending a message and getting a real, helpful response; working toward near real-time support as our team and tooling scale. You will help develop the workflows, staffing models, and process improvements that make that possible. This role sits at the intersection of people leadership and operational strategy. You don’t wait to be told there’s a problem, you see it first, understand it deeply, build a solution, and drive it through to resolution. You are as comfortable coaching a struggling team member as you are redesigning a broken workflow or introducing a new AI tool to the team. Our Mission: To enable individuals, families, communities, and humanity to live a Joyous life. Our values of impact, compassion, joy, oneness, and care guide everything we do.

Requirements

3+ years of experience managing a team of 5 or more people in a patient-facing, customer operations, or healthcare environment
Proven experience managing distributed or remote teams — you know how to lead people you don’t see every day and have built workflows that keep remote and in-person teams aligned
Demonstrated experience bridging onsite US teams and remote teams — you’ve solved the communication, culture, and coordination challenges that come with running a hybrid global team
Proven track record of operational improvement — you’ve identified broken processes, built solutions, and driven measurable change
Tech-savvy and a fast learner — comfortable navigating EHR systems, CRM tools (e.g. Kustomer), and rapidly evolving technology including AI
Open and genuinely enthusiastic about AI as a tool for improving care delivery, team efficiency, and patient outcomes
Strategic and proactive mindset — you anticipate problems, think ahead, and act without being told
Excellent written communication skills — most coordination with the PH team is asynchronous (Slack, email, Kustomer notes, written updates)

Nice To Haves

Experience in telehealth, mental health, behavioral health, or a clinical care setting
Background in scaling a care or support team within a high-growth startup
Experience working with Philippines-based teams or other Southeast Asian remote operations
Familiarity with tools such as Kustomer, DrChrono, or Claude AI
Exposure to ketamine-assisted therapy, psychedelic medicine, or novel mental health treatments

Responsibilities

Own and obsess over care team KPIs: unique patients messaged per day, time-to-respond, patient satisfaction scores, and quality metrics — know them, track them, and relentlessly drive them down
Drive the team toward near real-time patient response — continuously identify workflow bottlenecks, staffing gaps, and tool limitations that slow response times, and implement solutions
Become the internal subject matter expert on all care team workflows: Kustomer inbox management, Be.Joyous patient portal, triage and escalation protocols, suicidality procedures, shipping coordination, and pharmacy liaison processes
Proactively audit care team processes — flag issues before they become problems, bring proposed solutions, and drive them to completion without being asked
Design, document, and maintain training materials for all care team workflows; lead training sessions when new hires join and when processes change
Partner cross-functionally with Product, Operations, Clinical, and Engineering teams to improve the patient experience and internal tooling
Champion the use of AI tools and automation to increase team efficiency and improve patient outcomes — you’re excited about this, not resistant to it
Use data and reporting to surface insights, identify trends, and make evidence-based decisions about staffing, workflows, and quality
Directly manage US-based Patient Care Specialists; help lead the Philippines Team Managers as direct reports, each managing 5–10 PH staff
Bridge the US and PH teams — build the communication rhythms, async workflows, and team culture that make a globally distributed care team feel like one cohesive unit
Run regular 1:1s, conduct performance reviews, and provide direct, actionable feedback — you develop people and hold them accountable
Build a culture of excellence, compassion, and continuous improvement across both US and PH care teams
Proactively identify disengagement, performance issues, or burnout before they become attrition
Support recruiting and onboarding as the team scales — you know what good looks like and help hire for it
Own team retention — you invest in people’s growth and make Joyous a place they want to stay