Manager, Shift Lead

Manager, Shift Lead | Full-Time, Remote

About Us!

Kooth is a fast-growing organization with a social purpose. After 20 years of successful services in the UK, we are rapidly expanding in the United States!

OUR MISSION: To provide welcoming and effective digital mental health support to students proactively.

Using the collective insight from nearly 1 million hours of professional intervention, we guide students to three areas of evidenced-based support: self-guided, community/peer interactions, and chat-based counseling provided by licensed Counselors. These areas of assistance are designed to match each individual student’s current needs, wants and goals as well as identify and refer to higher level of care when needed.

A role with Kooth is an exciting opportunity to join the pioneers of digital mental health and wellbeing. Through online counseling you will be helping to provide youth and students with access to immediate and often crucial support. Kooth uses technology to remove any barriers that could prevent students from accessing the help that they need.

While students have 24/7 access to Kooth’s digital programs, messages and content can be created at any time. This role will be a full-time position focused on providing moderation services to users who are working through the platform.

You will be at the heart of what Kooth is doing.

Role Objective

The Manager, Shift Lead will work as part of the Service Operations team to manage the Shift Lead team and provide oversight to shift operations. This role will work closely with the Director of Workforce Management to plan for operational needs to ensure effective service delivery. The person in this role will need to have an in-depth understanding of Kooth’s services and will play a critical role in how the company delivers service to support the mental health needs of young people across the U.S. Note: the person in this role must be able to work the following hours: M-F, 9:30am-6pm PST.

Main Responsibilities: Provide critical support to workforce operations and the Shift Lead team to ensure mental health practitioners are able to provide care directly to service users.

Manage Shift Lead Team

• Provide management, support, and development to a diverse team of Shift Leads.
• Establish and deliver 1:1’s and team business meetings on a regular basis.
• Foster a collaborative and supportive team environment that promotes professional growth and development.

• Engage team members to provide a continually improving and innovative service for our practitioner team and service users.
• Manage HR related actions within your team and support the wider department, where needed, with support from your line manager and the HR Team.
• Monitor absences and schedule adherence, including paid and unpaid time off, clock punches, and gaps in the overall service delivery schedule.
• Collaborate with Service Support Admin to coordinate coverage for Shift Lead shifts with short notice.
• Work with the Service Operations Leadership Team and Shift Leads to look for improvements with scheduling, including how the schedules are worked and created.

Shift Management

• Develop tools and processes to support Shift Leads and shift management overall.
• Plan proactively for shift operations to implement processes that are both sustainable and scalable to support a high-growth operation.
• Write up process guidance to ensure proper documentation on how shift operations are being managed for all service areas.
• Partner with the clinical, service delivery, and off platform teams to understand the needs of all staff who support the service on shift.
• Work collaboratively to develop best practice for the full shift team to work efficiently and productively together.

Reporting, Analytics, and Insight

• Review service level data and metrics to identify areas for improvement and make recommendations for service enhancements.
• Report on team-level performance, identifying trends driving operational improvements where and when needed.
• Collaborate with Data Analyst and other partners from across the business to identify and build out data reporting capabilities to provide greater insight into key areas of shift operations, as needed.
• Support record keeping for auditing and fulfilling data requests from our service partners.

Administration

• Support the Service Operations Leadership Team to update project management software.
• Attend and support meetings with the Service Delivery and Off Platform teams as required.
• Other administrative tasks as assigned.

Education and Qualifications:

• Bachelor’s Degree or commensurate experience.
• Must be able to work the following hours: M-F from 9:30am-6pm PST.
• Experience in behavioral health or a clinical setting.
• Experience in a start-up environment.
• Experience as a people manager, preferably managing hourly staff.
• Experience working with shift operations and schedule management.
• Experience working with data visualizations in a dashboard tool (e.g. Tableau).
• Bilingual in English and Spanish is a plus.

The salary range for this role will be approximately $85,000-$100,000 based on experience.

Here are some of the exciting benefits you will receive as a team member at Kooth:

• Excellent Medical, Dental and Vision Benefits
• Prescription Drug Coverage
• Generous Paid Time Off
• 8 Paid Holidays Plus Two, ½ day Holidays (Christmas Eve and New Year’s Eve)
• 401(K) Retirement Plan
• Life Insurance
• Short and Long-Term Disability
• FMLA
• Long Term Incentive Plan

Kooth provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.