Manager, Community Operations

firsthand Health • Roanoke, VA

1d • Onsite

About The Position

firsthand supports individuals living with SMI (serious mental illness) through a holistic approach involving peer recovery specialists, benefits specialists, and clinicians. The teams meet individuals where they are, acting as trusted guides and partners on their journey to better health, leveraging lived experience to build trust and reconnect individuals to necessary healthcare while minimizing inappropriate utilization. The company partners with health plans to change how society supports those impacted by SMI, cultivating a team of passionate problem-solvers. 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. 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, equity (or a special incentive program for clinical roles) and performance bonus potential
• Physical and mental health benefits
• Dental benefits
• Vision benefits
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees