Operations Manager, Client Success

Socket.dev; New York, Northern (NY, KY); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k with match

Remote first environment

Wellness stipend

Talkspace access

Job summary

Talkspace seeks an Operations Manager, Client Success to support the full Client Success function, spanning coaching and client-facing programs, by managing data, reporting, lifecycle design, and operational processes. This role partners with Client Success leadership and cross-functional teams to measure, monitor, and report on performance, ensuring work is organized and clearly communicated.

This is a remote position based on Eastern Time, with Talkspace Headquarters in NYC.

Qualifications

• 4+ years of experience in Operations, Analytics, Project Management, or related role.
• Experience with dashboards and analytics tools (Looker, Tableau, Power BI) to monitor performance and communicate insights to leadership.
• Comfortable working remotely in a fast-paced environment with shifting priorities.

Responsibilities

• Translate strategy into operational processes and workflows across coaching and client-facing programs.
• Own and improve operational workflows including scheduling and program delivery structures.
• Own end-to-end reporting on client activation, engagement, retention, outcomes, and operational performance.
• Use dashboards and analytics tools to monitor program performance and provide leadership real-time visibility.
• Analyze client and engagement data to identify trends, risks, and opportunities and drive improvements.
• Monitor client health indicators and surface insights to leadership for strategic decisions.
• Maintain Client Success processes and SOPs to increase consistency and reduce manual effort.
• Lead forecasting, capacity planning, and performance tracking with accurate data and reporting.
• Define scope, timelines, and ownership for cross-functional initiatives and keep work on track.
• Prepare and deliver materials for external review or approval processes (e.g., audits, SOC 2).</br>Maintain documentation and status updates for stakeholders.

Skills

Operations experience

Analytics

Project management

Dashboards

Education

Bachelor's degree

Tools

Looker

Tableau

Power BI

Excel

Google Sheets

Job description

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for an Operations Manager, Client Success to join our Wisdo team. The Operations Manager supports the full Client Success function, spanning Coaching and other client-facing programs, by managing the data, reporting, lifecycle design, and operational processes that help the team run smoothly and scale. This role partners directly with Client Success leadership and cross-functional teams to define how customer performance, outcomes, and contractual commitments are measured, monitored, and reported, while keeping cross-functional work organized, on track, and clearly communicated to stakeholders.To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

What You’ll Do

• Partner with Client Success leadership to translate strategy into operational processes and workflows spanning Coaching and other client-facing programs, and lead their implementation across the team.
• Own and continuously improve operational workflows, including scheduling and program delivery structures.
• Own end-to-end reporting on client activation, engagement, retention, outcomes, and operational performance across all Client Success programs.
• Use dashboards and analytics tools (e.g., Looker or Mixpanel) to monitor program and operational performance and give leadership real-time visibility, partnering with Product on build out as needed.
• Analyze client and engagement data using Excel, Google Sheets, and existing dashboards to identify trends, risks, and opportunities, and drive operational or program improvements based on those insights.
• Monitor client health indicators and proactively surface insights and risks to Client Success leadership to inform strategic decisions.
• Build, document, and maintain Client Success processes and SOPs that reduce manual effort and increase consistency across the team.
• Lead forecasting, capacity planning, and performance tracking through accurate data and reporting.
• Help define scope, timelines, and ownership for cross-functional Client Success initiatives, and keep work on track.
• Manage preparation and delivery of materials — including timelines and version control — for external review or approval processes required by client or partner agreements (e.g., payor audits, URAC/NCQA-related documentation, SOC 2 evidence requests).
• Maintain documentation and status updates so stakeholders across Client Success and cross-functional partners have a clear, current view of progress.
• Partner with Product, Analytics, Engineering, Finance, and Sales to align on data definitions, reporting needs, and operational priorities.

About You

• Bachelor's degree
• 4+ years of experience in Operations, Analytics, Project Management, or a related role, with a track record of owning processes and projects independently.
• Demonstrated experience working with dashboards and analytics tools (e.g., Looker, Tableau, Power BI) to monitor performance and communicate insights to leadership.
• Strong attention to detail, sound judgment, and a genuine interest in process improvement.
• Comfortable operating independently in a remote, fast-paced environment with shifting priorities.

Bonus Points

• Experience in healthcare, digital health, behavioral health, or another regulated environment.
• Familiarity with SLAs, KPIs, or outcomes-based reporting in a payor or health plan context.
• Experience with CRM or coaching/engagement platforms.

Benefits

• Comprehensive Medical, Dental and Vision plans
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The base salary range for this role is between $75,000 - $85,000. Within the salary bands, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.

Why Talkspace?

Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.

Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

EQUAL OPPORTUNITY EMPLOYER

Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace?

Diversity

Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.

Equity

Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.

Inclusion

Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.

Belonging

Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.