Central Operations Manager

SupportFinity™; New York (NY); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Base salary and performance bonus potential

Physical and mental health coverage

401(k) with a match

16 weeks parental leave

Job summary

SupportFinity™ in New York is looking for a Central Operations Manager responsible for performance and operations of centralized outreach teams. This role ensures person-centric support for individuals with serious mental illness (SMI) through effective leadership and coaching.

The ideal candidate will have experience in healthcare management, overseeing peer support teams, and driving outreach targets. The position offers a competitive salary and a comprehensive benefits package, promoting an inclusive work culture.

Qualifications

• Minimum five years experience in a healthcare‑focused business.
• Minimum of three years of direct supervisory experience.
• Experience in multidisciplinary settings.

Responsibilities

• Manage the strive & regression pathways.
• Achieve national outreach targets.
• Ensure seamless transitions.

Skills

Collaborative spirit

Exceptional communication

Operational mindset

Peer‑first leadership

Adaptability

Technical savviness

Education

Minimum five years experience in a healthcare‑focused business

Minimum of three years supervisory experience

Tools

Google Office suite

Slack

CRM programs

Job description

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.

The Role

The Central Operations Manager is responsible for the performance and operations of firsthand's centralized outreach and engagement teams, guiding and leading our virtual peer support infrastructure. This leader oversees two separate teams: the Outreach team and the STRIVE team – ensuring consistent, scalable, and person‑centric support for individuals across all markets. The role is a critical driver of the individual journey across the company, managing the centralized peer team that supports new individuals as well as our lowest risk individuals longitudinally via our STRIVE team. Working in a dyad partnership with a clinical leader, you will ensure every individual receives the right level of care based on their unique clinical and social needs. This is a supervisory role with direct responsibility for hiring, coaching, and overseeing a multidisciplinary centralized team of Outreach Specialists and Strive Specialists – all certified peers.

Job Specifics

• Manage the strive & regression pathways: Guide teammates in initiating Strive protocols when eligible for STRIVE, as well as regression protocols for those needing intensified community support throughout their journey with firsthand.
• Achieve national outreach targets: Drive the success of the Outreach team's goals, including outreach volume, enrollment, and successful member outcomes, adapting practices as the business evolves.
• Ensure seamless transitions: Work closely with local community leaders and community care teams to ensure a smooth transition for individuals moving between central virtual support and in‑person community care.
• Drive clinical & ops rhythm: Lead and participate in daily huddles and biweekly Individual Progress Reviews (IPRs), collaborating across departments to drive integrated care and service delivery.
• Lead in dyad partnership: Work side‑by‑side with a clinical leader to balance operational efficiency with clinical integrity, ensuring individuals are matched to the appropriate level of care based on their stability and social challenges.
• Lead and inspire: Motivate centralized teams of peers and specialists dedicated to building trust virtually with individuals living with SMI and other complex conditions.
• Performance coaching: Support the management of individual and team performance, effectively coaching staff with lived experience on engagement techniques, protocol execution, and crisis de‑escalation.
• Talent leadership: Lead recruitment for both Outreach and Strive teams, fostering a culture of professional growth, peer support, and continuous learning.

You will be a good fit if you have

• Collaborative spirit: You thrive in a dyad leadership model, valuing the intersection of clinical insight and operational execution.
• Exceptional communication: Strong interpersonal skills with the ability to lead a team that builds deep trust via virtual channels.
• Operational mindset: Excellent organizational and problem‑solving skills, with a focus on continuous improvement in a centralized/call center setting.
• Peer‑first leadership: Strong management skills with a passion for supervising staff with lived experience and a commitment to the peer‑support model.
• Adaptability: Ability to stay flexible and lead a team through changing protocols, strategies, and rapid growth.
• Technical savviness: Proficiency with Google Office suite, Slack, and CRM programs.

The experience you bring includes

• Required: Minimum five years experience in a healthcare‑focused business, as well as leadership for a remote‑only, front‑line team (such as a call center).
• Minimum of three years of direct supervisory experience (specifically managing certified peer recovery specialists or similar staff with lived experience), including hiring and performance management.
• Experience in multidisciplinary settings: Proven ability to lead in a setting that leverages clinical, peer, and operations expertise to provide holistic care.
• Startup Experience: Experience in an early‑stage startup is strongly preferred.

Base salary range: $90,000—$90,000 USD

We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway – we look forward to begin getting to know you.

Unfortunately, we are not able to offer sponsorship at this time.

Benefits

• Base salary, equity (or a special incentive program for clinical roles) and performance bonus potential.
• Physical and mental health coverage.
• Dental and vision plans.
• 401(k) with a match.
• 16 weeks parental leave for either parent.
• 15 days/year vacation in the first year (increases to 20 days/year in the second year and beyond).
• Supportive and inclusive culture.

Vaccination Policy

Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID‑19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case‑by‑case basis and availability of a reasonable accommodation is not guaranteed.