The Manager, Community Operations is responsible for the operation of firsthand’s market-level community-based staff, ensuring consistent, scalable, person-centric approaches by the community teams across the market. The Manager, Community Operations will ensure firsthand’s teams are effective in outreach, trust-building, engagement, benefits navigation, and clinical review for engaged individuals.
The Manager, Community Operations must be able to work in the community, meeting individuals where they are, and be comfortable working in non-traditional settings and unstructured environments. Experience supervising peer recovery specialists and/or community behavioral health staff is preferred.
As Community Operations Manager, you will:

• Serve as a Care Team Leader 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
• Lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission
• Work with Senior Director, Community 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 with the People Team and Learning and Development team to manage the development, coaching, training, and performance of community-based staff

You will be a good fit if you have:

• 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 and Client Relationship Management (CRM) programs

The required experience you bring to this role includes:

• Minimum five years operational leadership experience in a healthcare-focused business (preferably leading community-based teams)
• Experience in an early-stage or growth company (preferred)
• Bachelor’s or Master degree in social work/human services field and/or business administration
• Ability to operate a vehicle (company vehicle may be provided), including a driver’s license that is active and in good standing; must be eligible to drive under Company insurance policy