Operations Manager, Client Success
About The Position
At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. We are looking for an Operations Manager, Client Success to join our Wisdo team. The Operations Manager supports the full Client Success function, spanning Coaching and other client-facing programs, by managing the data, reporting, lifecycle design, and operational processes that help the team run smoothly and scale. This role partners directly with Client Success leadership and cross-functional teams to define how customer performance, outcomes, and contractual commitments are measured, monitored, and reported, while keeping cross-functional work organized, on track, and clearly communicated to stakeholders. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare. This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.
Requirements
- Bachelor's degree
- 4+ years of experience in Operations, Analytics, Project Management, or a related role, with a track record of owning processes and projects independently.
- Demonstrated experience working with dashboards and analytics tools (e.g., Looker, Tableau, Power BI) to monitor performance and communicate insights to leadership.
- Strong attention to detail, sound judgment, and a genuine interest in process improvement.
- Comfortable operating independently in a remote, fast-paced environment with shifting priorities.
Nice To Haves
- Experience in healthcare, digital health, behavioral health, or another regulated environment.
- Familiarity with SLAs, KPIs, or outcomes-based reporting in a payor or health plan context.
- Experience with CRM or coaching/engagement platforms.
Responsibilities
- Partner with Client Success leadership to translate strategy into operational processes and workflows spanning Coaching and other client-facing programs, and lead their implementation across the team.
- Own and continuously improve operational workflows, including scheduling and program delivery structures.
- Own end-to-end reporting on client activation, engagement, retention, outcomes, and operational performance across all Client Success programs.
- Use dashboards and analytics tools (e.g., Looker or Mixpanel) to monitor program and operational performance and give leadership real-time visibility, partnering with Product on build out as needed.
- Analyze client and engagement data using Excel, Google Sheets, and existing dashboards to identify trends, risks, and opportunities, and drive operational or program improvements based on those insights.
- Monitor client health indicators and proactively surface insights and risks to Client Success leadership to inform strategic decisions.
- Build, document, and maintain Client Success processes and SOPs that reduce manual effort and increase consistency across the team.
- Lead forecasting, capacity planning, and performance tracking through accurate data and reporting.
- Help define scope, timelines, and ownership for cross-functional Client Success initiatives, and keep work on track.
- Manage preparation and delivery of materials — including timelines and version control — for external review or approval processes required by client or partner agreements (e.g., payor audits, URAC/NCQA-related documentation, SOC 2 evidence requests).
- Maintain documentation and status updates so stakeholders across Client Success and cross-functional partners have a clear, current view of progress.
- Partner with Product, Analytics, Engineering, Finance, and Sales to align on data definitions, reporting needs, and operational priorities.
Benefits
- Comprehensive Medical, Dental and Vision plans
- Pre-tax benefits: HSA/ FSA
- 401k Retirement Savings Program with matching up to 4%
- Voluntary benefits including disability, basic life or pet insurance, etc.
- Monthly Wellness Stipend to promote mental and physical self-care
- Flexible PTO and Remote First Environment
- Regular team events, including Wellness Workshops and Team Building Events
- Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
