Coaching Operations Manager

About Healthy Gamer

If you grew up on the Internet like us, you know mental health is more important than ever. But many people face obstacles when seeking traditional mental health care, like finding the right support or having the right insurance.

At Healthy Gamer, we think modern mental health should be inclusive and affordable. Our coaching service has helped over 16,000 people across 77 countries since it launched in November 2019. Our movement is gaining traction, putting us in the top 0.1% of Twitch streamers and the top 1% of YouTube channels. And we're working on even more resources to help people find a way forward when they need it.

We've made an impact in the gaming community, but that's not where our mission ends. We want to change how people think about and deal with mental health, and we're looking for passionate people to help us get there.

What You'll Do

The Coaching Operations Manager is responsible for all aspects of maintaining coach success. The ideal candidate has a strong analytical mind, a compassionate personality, and strong project management skills to make recommendations and manage the resulting implementation. You'll work closely with the Coaching Program Director and the Customer Service Manager to strategize on the best practices to support clients and coaches. In addition, you will work cross functionally with our research, marketing, product and development teams to improve the experience for our clients.

Responsibilities

• Serve as the primary point of contact for HG Coaches.
• Regularly assess client and coach feedback to identify opportunities to improve services.
• Ensure appropriate escalation and reporting protocols are followed.
• Manage, develop and maintain a library of coaching resources for HG Coaching programs.
• Work with the Coaching Program Director and the HG Institute curriculum team to identify areas of improvement in the curriculum, and be a resource to help review and finalize those improvements
• Enforce policies for coaching services including client terms of service and coaching policies as they relate to the Coaching Program.
• Approve or reject coach invoices and assist coaches with reconciling related payment issues.
• Identify opportunities to streamline operational activities including platform feature improvements, marketing communications, case review processes, office hour processes, and other activities related to coaching.
• Support the launch of new coaching pilots/services/products.
• Assist Customer Service Manager in managing coach & client schedules on the coaching platform.
• Assist Coaching Program Administrator in prospective coach hiring, certification, and platform onboarding processes.
• Monitor and analyze KPI's for coach success to make recommendations for improvements across various operational activities

Qualifications and Competencies

• Education: Minimum requirement of Bachelor's degree or higher in business administration, health administration, statistics/data management, education or relevant administrative disciplines. MPH or MHA preferred
• Passion for improving healthcare
• Proficient in relevant technology and software (Google Suite, Discord, Slack, etc.)
• Strong working knowledge of Microsoft Excel and/or experience with setting up data queries, dashboards and other automated insights preferred.
• Experience working cross-functionally through analysis, sound recommendations, and creating the necessary frameworks, resources, or processes to bridge operational deficiencies
• Strong project management experience
• Ability to connect many moving parts to identify high-impact solutions and resources
• Experience in and appreciation for key operational roles
• An intrinsic, inexplicable motivation to help others
• An expert in communication, written and oral.
• Knowledge and ability to understand the internet generation.
• Advanced or expert organization skills.
• A proactive, motivational and forward thinking personality is preferred

Preferred Qualifications

• Skills in SQL, data visualization software, Google Sheets a plus
• Data analytics a plus
• Manager/Supervisor experience
• Project management certifications/experience a plus