SocialRx works with partners in healthcare, higher education, and workforce management to connect patients to community-based, non-clinical activities that support their mental health and overall well-being. With contracts across Arizona, California, Connecticut, Georgia, Maryland, Massachusetts, New Hampshire, New York, North Carolina, and Wisconsin, we're scaling nationally to deliver measurable, meaningful impact.

Care Operations Manager

Reports to: Head of Strategic Partnerships & Clinical Innovation

Role Overview

SocialRx is seeking an experienced Care Operations Manager to lead the day-to-day execution of SocialRx’s care delivery operations. This role plays a critical function in ensuring that our care model operates effectively, efficiently, and at the highest quality for the individuals we serve as we scale.

The Care Operations Manager oversees frontline care operations across functions, including enrollment, retention, logistics, member support, and clinical care, while collecting feedback and information regarding the operational infrastructure that enables these teams to perform consistently and sustainably. This leader will establish and maintain the workflows, systems, and performance management practices that support high-quality care delivery.

This individual will manage a team of licensed and non-licensed individuals. They will serve as an active team member in serving the members we serve and participate in billing for services to remain closely connected to the realities of care delivery. This ensures operational decisions are grounded in firsthand experience and enables continuous identification of workflow and system improvements.

This role is ideal for an operations leader who thrives in fast-moving environments, has deep experience managing care delivery teams in mental health/ digital health startups, and enjoys building systems that enable teams to scale and run efficiently without sacrificing care quality. The ideal candidate is both a people leader and an operations enthusiast who can coach teams, bring feedback to leadership, and use data to drive continuous improvement across teams.

What You’ll Own

The Care Operations Manager is responsible for managing the day-to-day operations of SocialRx’s Care Team and delivery model. This includes oversight of frontline care operations, performance management systems, and the workflows that enable scalable, efficient, and high-quality service delivery.

In this role, you will:

• Own the day-to-day performance and reliability of care operations across clinical and non-clinical models
• Lead, train, and develop the frontline licensed and non-licensed individuals and clinical MSW interns responsible for executing care operations
• Actively see members and bill for services rendered (as appropriate) and review services billed by other staff members
• Collaboratively design and continuously improve the systems, workflows, and SOPs that support care delivery
• Surface operational insights and partner with cross-team leadership to improve how care is delivered
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This role requires both strategic operational thinking and hands-on leadership, ensuring that SocialRx’s care delivery operations remain effective as the organization grows.

Key Responsibilities

Care Operations Leadership

• Lead day-to-day operations across the care team, overseeing functions including Enrollment, Engagement & Retention, Logistics, and Coaching
• Manage, train, and develop frontline licensed and non-licensed team members through regular 1:1s, performance management, coaching, and professional development. This includes MSW interns as a part of their practicum learning.
• Establish clear operational ownership and accountability across functions while ensuring balanced workloads and consistent service coverage
• Build and sustain a high-performing care operations team through strong management practices, clear expectations, and ongoing development
• Support hiring, onboarding, and training of care operations staff as the organization grows

Clinical Service Delivery

• Deliver billable services to members as part of a clinical model and oversee staff members' clinical interactions with members
• Support and provide feedback to leadership based on clinical service delivery of the clinical model

Operational Systems & Process Improvements

• Own and evolve SOPs for care team functions, documentation standards, QA cycles, and operational audit readiness
• Identify operational gaps or emerging risks and implement improvements that strengthen reliability, efficiency, and quality across care operations and bring to leadership

Data, Performance & Continuous Improvement

• Ensure daily adherence to service level agreements (SLAs) and operational quality standards for care team functions
• Monitor team productivity, capacity utilization, and workflow performance to ensure efficient and sustainable operations
• Analyze performance data to identify bottlenecks, inefficiencies, and opportunities for improvement

Cross-Functional Collaboration

• Partner closely with product to define workflow tooling requirements, identify operational failure points, and improve system usability
• Collaborate with clinical leadership to maintain alignment with the care model and ensure clear risk escalation pathways
• Work cross-functionally with strategic partnerships, research, and community partnerships to operationalize new programs and care initiatives

Qualifications & Experience

Required

• A licensed independent clinical social worker (LCSW/ LICSW) with an active license (2+ years of independent licensure required)
• Willingness to acquire cross-state licensure
• 5+ years of experience in operations roles within mental health, behavioral health, digital health, or health tech startups. Bonus points for early-stage, venture-backed startups or high-growth environments
• Significant experience leading and developing care delivery or service operations teams, including managing frontline managers
• Proven track record of building and scaling operational systems, workflows, and SOPs
• Demonstrated ability to bring structure to complex environments and lead teams through ambiguity in high-growth settings
• Experience translating operational needs into product and tooling requirements through cross-functional collaboration
• Strong analytical and problem-solving skills with experience using data to drive operational improvements

Who Thrives in This Role

People who thrive in this role are:

• Hands-on builders who are comfortable jumping into operational workflows and leading by example
• Enjoy solving complex operational problems and turning ambiguity into clear, scalable processes
• Be energized by creating structure in fast-growing environments where priorities evolve quickly
• Bring a systems mindset, thinking constantly about how workflows, tools, and teams can improve together
• Be adaptable and flexible, able to iterate quickly as the organization evolves and new insights emerge
• Care deeply about team development, coaching frontline managers and helping them succeed in demanding roles
• Be motivated by the opportunity to reshape the future of mental health care delivery through scalable, human-centered operations

Application Instructions

As part of our hiring process, we want to get to know the people behind the resumes including how you think, communicate, and connect to our mission. 

As part of your application, please record a short video (less than 5 minutes) to introduce yourself and share your perspective on the role. This helps us understand how you think about partnerships, your communication style, and what draws you to SocialRx’s mission.

In your video, please cover the following:

1. Introduce Yourself
2. Tell us a bit about who you are, your background, and what excites you about this role at SocialRx. We’d love to hear how your experience has prepared you to lead care delivery operations in a fast-growing, mission-driven environment.
3. 
   
4. Share Your Approach
5. Describe how you think about building and managing high-performing care delivery teams and systems.
6. You might consider:
7. What does excellent care operations look like to you?
8. How do you ensure consistency, quality, and efficiency across workflows like enrollment, retention, and member support?
9. How do you balance people leadership with building scalable systems?
10. Scenario Question
11. Imagine that over the past two months, you’ve noticed:

• A decline in member retention
• Slower enrollment-to-first-visit timelines
• Increased variability in care team performance

How would you approach this situation?

Please walk us through:

• What you would do first
• What data or signals you would look at
• Who you would engage across the team
• What steps you would take to diagnose the issue and improve performance