EAP Operations Leader — Hybrid, People & Wellbeing

Optum; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Optum is seeking an EAP Operations Manager to lead a large team of counsellors and wellbeing professionals, delivering services across our onsite EAP portfolio in Ireland. You will drive performance, governance, and continuous improvement while ensuring SLAs and contractual obligations are met.

The role offers hybrid work between Dublin and Letterkenny offices with potential for growth within the wellbeing portfolio and client-facing leadership.

Qualifications

• Degree in Counselling, Psychology, Social Work, Healthcare Management or related discipline.
• Significant people leadership experience managing large teams.
• Experience leading Team Leads, counsellors or professional service teams.
• Proven ability to manage KPIs, SLAs and contractual requirements.
• Experience in workforce planning, staffing models and capacity management.
• Proven client relationship management in service delivery environments.

Responsibilities

• Lead, coach, and performance manage a large team of counsellors and wellbeing professionals.
• Ensure delivery of all contractual commitments, KPIs, SLAs, and client expectations.
• Monitor service delivery metrics and address performance gaps proactively.
• Oversee resource planning, scheduling, and capacity management.
• Drive engagement, retention, wellbeing, and professional development across the team.
• Act as the primary escalation point for client issues and service delivery concerns.
• Maintain governance reviews, performance reporting, and quality standards.
• Support governance and client business reviews with senior leadership.

Skills

People leadership

KPI management

Workforce planning

Stakeholder management

Data analytics

Client relationships

Education

Degree in Counselling, Psychology, Social Work, Healthcare/Business Management

Job description

Optum is seeking an EAP Operations Manager to lead a large team of counsellors and wellbeing professionals, delivering services across our onsite EAP portfolio in Ireland. You will drive performance, governance, and continuous improvement while ensuring SLAs and contractual obligations are met.

The role offers hybrid work between Dublin and Letterkenny offices with potential for growth within the wellbeing portfolio and client-facing leadership.