Clinical Operations Manager

ThoughtFull™ World; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

Join ThoughtFull™, a leading digital mental health company, as a Clinical Operations Manager. You will scale the delivery of mental health services across multiple countries, ensuring high standards of care and operational efficiency while managing a diverse team of professionals. Your role will focus on enhancing service delivery coordination, compliance, and process improvement as we strive to make mental health a priority for everyone.

Qualifications

• 5-7 years’ experience in clinical operations or digital health.
• Comfortable with digital tools and thrive in startup environments.
• Knowledge of regulatory environments in Southeast Asia is a plus.

Responsibilities

• Oversee operational execution of clinical programs and TFP onboarding.
• Implement and monitor quality assurance frameworks.
• Support the rollout of onsite and online therapy services.

Skills

Project Management

Cross-functional Coordination

Familiarity with Mental Health Service Delivery

Use of Telehealth Platforms

Education

Bachelor’s degree in Behavioral Sciences, Public Health, Healthcare Management

Job description

About ThoughtFull:

ThoughtFull is a Temasek-backed digital mental health company that provides seamless end-to-end mental healthcare for all through insurers and employee benefits. Through our app, ThoughtFullChat (“TFC”), individuals are empowered to proactively engage with their mental wellbeing to better themselves regardless of where their starting point is – from self-driven learning, to our proprietary one-on-one daily bite-sized coaching with mental health professionals on text, video, or in-person – we run the gamut and meet our users where they are most comfortable. After all, healthy employees make for more engaging and productive work environments.

Our vision is to make mental health a priority for everyone, every day. It’s an audacious dream, but with the right people who are courageous enough to Dream Audaciously, Do ThoughtFully, we believe that this dream can be our future reality. If you are committed to doing the best work of your lives to be the change that you want to see in this world, join us!

Job Description:

We are seeking a Clinical Operations Manager to support and scale our mental health service delivery across multiple countries. This role oversees the operational execution of ThoughtFull’s clinical programs, ensuring that our network of ThoughtFull Professionals (TFPs) is effectively onboarded, supported, and guided by the highest standards of clinical care. You’ll collaborate across clinical, product, and client success teams to deliver seamless client experiences while driving operational efficiency, compliance, and quality.

What you will do:

1. Clinical Network Operations

• Manage onboarding, credentialing, scheduling, and operational support for TFPs across multiple geographies.

• Monitor key service delivery metrics including utilization, timeliness, and provider engagement.

• Liaise with TFPs and clients to resolve operational issues and ensure timely management and escalation as needed.

2. Quality Control and Clinical Governance

• Work with the clinical development specialist (Clinical Psychologist) to implement and monitor quality assurance frameworks, including documentation audits, session compliance, and client feedback review.

• Work with the Clinical Development Specialist to implement continuous professional development initiatives for TFPs, including townhalls, peer learning forums, and training.

• Work closely with the Head of Clinical Research and Development and Head of Product to maintain ethical and clinical standards across all modalities.

3. Service Delivery Coordination

• Support the rollout and scaling of onsite and online therapy services, assessments, group programs, and customized wellbeing initiatives.

• Track service utilization, provider capacity, and service impact to inform resource planning and client reporting.

• Coordinate between clinical, product, and client success teams to ensure seamless client experience.

4. Compliance and Risk Management

• Maintain up-to-date documentation, licensure, and credentialing of TFPs in accordance with country-specific and regional regulations.

• Ensure clinical policies and procedures are compliant with applicable legal, ethical, and professional standards in each operational country.

• Support incident reporting and resolution protocols when required.

5. Operational Process Improvement

• Identify bottlenecks and propose data-driven process improvements to enhance efficiency and clinician experience.

• Implement tools and workflows that support operational scaling and automation.

• Contribute to building sustainable systems that support regional expansion and evolving service offerings.

About You:

Required:

• Bachelor’s degree in behavioral sciences, public health, healthcare management, or a related field.
• 5–7 years’ experience in clinical operations, healthcare service delivery, or digital health.
• Familiarity with mental health service delivery, clinician networks, and quality assurance frameworks.
• Strong project management and cross-functional coordination skills.
• Comfortable with digital tools, including telehealth platforms and clinician management systems
• Thrive in fast-paced, multicultural startup environments

Preferred:

• Master’s degree in public health, healthcare administration or related fields
• Experience in digital health platforms or employee wellbeing programs.
• Knowledge of regulatory environments in Southeast Asia.

Thoughtfull is an equal opportunity employer. We provide equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please inform us for accommodation.