Manager, Community Operations

firsthand Health•Roanoke, VA

4h•$90,000 - $90,000•Onsite

About The Position

firsthand supports individuals living with SMI (serious mental illness) through a holistic approach that includes peer recovery specialists, benefits specialists, and clinicians. The teams meet individuals where they are, guiding them on their journey to better health and reconnecting them to necessary healthcare while minimizing inappropriate utilization. The company partners with health plans to change how society supports those impacted by SMI. firsthand is building a team of passionate problem-solvers to tackle complex healthcare challenges, offering purposeful work, wisdom from motivated colleagues, and an environment that fosters continuous learning, creativity, and fun. The Manager, Community Operations is responsible for overseeing firsthand’s market-level community-based staff, ensuring consistent, scalable, and person-centric approaches. This role ensures teams are effective in outreach, trust-building, engagement, benefits navigation, and clinical review for engaged individuals. It is a supervisory position with direct responsibility for hiring and managing team performance. The Manager must be able to work in the community, meeting individuals in non-traditional and unstructured environments.

Requirements

Exceptional interpersonal and communication skills, especially in working collaboratively with community-based staff and local providers
Excellent organizational, project management, and problem-solving skills, with a team-focused and continuous improvement orientation
Strong management and supervisory skills, including organizing and leading initiatives
Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and its members
Openness in sharing best practices and challenges with operational leadership team
Direct community experience working with individuals living with SMI
Proficiency with Google Office suite, Slack, and Client Relationship Management (CRM) programs
Minimum five years' experience in a healthcare-focused business (preferably leading community-based teams)
Minimum of three years of direct supervisory experience (managing certified peer recovery specialists or similar staff with lived experience) - making hiring decisions, managing team member performance, etc.
Experience working in a multidisciplinary setting, leveraging diverse expertise to provide holistic care
Ability to operate a vehicle, including a driver’s license that is active and in good standing; must be eligible to drive under Company insurance policy

Nice To Haves

Experience supervising peer recovery specialists and/or community behavioral health staff is preferred
Experience in an early-stage startup is strongly preferred

Responsibilities

Lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission
Be accountable for the success of the Community Team and engage in the coordination activities of community-based team members - Includes direct supervision of community team members
Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves
Work with Senior Director, Operations) to expand firsthand’s local community presence and referral network with best-in-class CMHCs, FQHCs, health systems, and other local care providers
Support the management of individual and team performance to OKRs, effectively coaching community-based staff
Communicate key information, progress, and pain points to both internal staff and external partners
Lead recruitment of community-based staff in collaboration with the People team
Collaborate with the People Team and Learning and Development team to manage the development, coaching, training, and performance of community-based staff
Collaborate across multidisciplinary teams, including clinicians, operations, and support staff, to drive integrated care and improve service delivery

Benefits

Base compensation
Equity (or a special incentive program for clinical roles)
Performance bonus potential
Physical and mental health benefits
Dental insurance
Vision insurance
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)
Supportive and inclusive culture