Senior Manager of Provider Experience

BetterHelp

2d•Remote

About The Position

BetterHelp is the world's largest online therapy service, dedicated to making mental health care accessible globally. As the Senior Manager, Provider Experience, you will be part of a diverse team focused on expanding access to therapy. The company emphasizes employee well-being and professional development, offering opportunities for individual impact and growth within a supportive community.

Requirements

10+ years of experience, with at least 3 years in direct management
Senior Manager-level experience with a track record of leading and developing teams
Strong people management skills, with the ability to coach and support team members at different experience levels
Experience in healthcare operations or a related environment, with a general understanding of provider workflows and dynamics
Strong operational mindset with experience building or improving processes and systems
Proven ability to work cross-functionally and influence stakeholders
Comfortable navigating ambiguity and building within evolving or undefined areas
Analytical thinker with experience using data and reporting to inform decision

Responsibilities

Lead and develop a team focused on provider-facing initiatives across Provider Experience and Incentives.
Provide strong people management, coaching, and support to drive team effectiveness and growth.
Establish clear roles, responsibilities, and ways of working to enable efficient execution across a broad set of touchpoints.
Foster a team culture grounded in accountability, adaptability, and cross-functional partnership.
Continuously assess and evolve team structure and workflows in line with business needs.
Lead and drive initiatives aimed at improving the end-to-end provider experience and engagement.
Define how Provider Experience fits within the company as a whole, including clarifying ownership of provider-facing workflows.
Partner cross-functionally to identify, scope, and transition provider-related work into the appropriate teams.
Take a proactive, project-based approach to identifying organizational needs and building scalable workflows.
Oversee and enhance the Help Scout ticketing system, including intake, triage, and workflow management.
Develop a deep understanding of system capabilities to improve efficiency, visibility, and operational effectiveness.
Identify opportunities for process improvement and implement scalable solutions that streamline provider support and internal coordination.
Serve as a key representative of Provider Experience across internal stakeholders, ensuring visibility and alignment.
Build strong cross-functional relationships and improve coordination across teams supporting provider-facing work.
Establish clear ownership and collaboration models to ensure seamless execution across touchpoints.
Champion the provider perspective across the organization, ensuring the impact of internal decisions is proactively considered.
Build and mature the provider advocacy function, including developing ways to surface and act on provider feedback.
Contribute to defining and improving the provider journey, ensuring a more proactive and cohesive experience.
Develop reporting and insights by leveraging data from multiple systems (e.g., Help Scout, Looker, and other tools).
Analyze provider feedback and operational data to identify trends, surface opportunities, and inform decision-making.
Translate data into clear, actionable insights that drive continuous improvement and influence business decisions.