Customer Operations Manager


Journey Clinical is on a mission to transform the growing mental health crisis by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. We have built a turnkey healthtech platform to safely and effectively expand access to a powerful modality known as Psychedelic-Assisted Psychotherapy, starting with Ketamine-Assisted Psychotherapy (KAP). In our patient-centered collaborative care model, licensed psychotherapists in the network take on the psychotherapy, while Journey Clinical's in-house medical team takes on patient eligibility, treatment plan and outcome monitoring. Our platform gives psychotherapists passionate about PAP the infrastructure and support required to become empowered KAP providers, while enabling higher standards of patient care and enhanced clinical outcomes.

We have recently closed a successful Series A round led by Union Square Ventures, and are backed by a number of top-tier investors including AlleyCorpFifty YearsAble PartnersGaingels, Palo Santo, PsyMed VenturesCoalition Operators, Christina Sass co-founder of Andela, ​​Edvard Engesæth, MD co-founder of Nurx and, Hans Gangeskar co-founder of Nurx.

We are building an open-minded and inclusive workplace where you will have the opportunity to grow and collaborate with a diverse team of high performing individuals. Our team combines extensive experience in business and healthcare. We are mission driven and strive to make the workplace stimulating, ethical, rewarding, and fun. Together, we will be working at the cutting edge of a groundbreaking field that is reshaping mental health and we will make a direct impact on people’s lives.

About the role

Journey Clinical is looking for a Customer Operations Manager to manage day-to-day customer operations and support execution on strategic initiatives for the organization. This is a full-time role that will report directly into the head of clinical operations and collaborate with the product team. 

What You’ll Do

-Own and build out day-to-day customer operations across providers (prescribers and therapists) and patients including provider training, onboarding and ongoing support; patient scheduling, prescription and ongoing care

-Coach, manage and mentor 3 small teams and continue to build out the org as we grow

-Act as an escalation point for sensitive and complex customer requestsMonitor data real-time (e.g. clinical outcomes, NPS, response time, churn, margins) and provide weekly reporting to the head of clinical operations

-Leverage data and customer requests to gather quantitative and qualitative insights; problem solve to design and implement “lean” solutions using tools (e.g. set up Zapier-Typeform integration); iterate on the workflows to provide best-in class customer experienceCollaborate with the product team to digitize mature processes and drive new product features (e.g. patient analytics, medical clearance etc.)

-Support the head of clinical operations to execute on strategic projects and scale tools and systems

Who You Are

-5+ years of experience in Customer Operations, Clinical Operations, Operations or a similar role at a VC-backed startup or in top tier management consulting (Manager-level and up)

-You are a stellar doer at the IC level, but also have prior experience building, growing and managing customer support teams to support rapid growth

-Prior experience in a client-facing role, preferably with an understanding of clinicians and patients

-Tech savvy with a point of view on operations tech stack comfortable with Helpscout, Stripe, Acuity etc.

-Experience with making data-driven decisions and using data tools such as Tableau or Excel A self-starter with a “lean” mindset that thrives in a fast-paced environment

-A problem solver by nature, you love the challenge of solving complex and sensitive patient problems in mental health with an outstanding ability to execute

-You have a demonstrated ability to learn quickly, iterate, pivot, and move fast with flexibility and adaptability; embrace rapid pace of change as an opportunity for innovation

-Preferred experience in healthtech with an understanding of the regulatory landscape

-Bonus points if you have a clinical background (e.g. RN, NP, MD etc…)

What we offer

-Competitive annual salary, and health benefits (health, vision, dental)

-Flexible working hours

-Flexible paid time off (PTO)A high level of autonomy, and growth opportunities in a cutting edge industry

-We aim to set our team members up for success and offer a clear path for career advancement and personal growth

-Work with a team of industry leading experts, who are highly collaborative, disciplined, and who have fun working together

-The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic assisted psychotherapy and make a positive impact

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