Operations Manager

Our mission at Talkspace is to make therapy affordable and accessible to everyone. To get there, we need exceptionally talented, bright, and driven people. Want to help over one million people feel better? Come join our team!

We are looking for an experienced Operations Manager to join our Operations Support team. This role would be responsible for managing a team of high-level support reps and operations supervisors. We are looking for someone who has experience developing a team and wants to bring their talents into a “for purpose” space. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us to achieve our mission of bringing quality mental healthcare to all. 

*This is a remote position*

What You'll Do

• Define all SLAs for Customer Support, working with key stakeholders to refine them as business goals shifts
• Lead and manage a team of Operations Support Specialists, Senior Reps and Supervisors, assessing their work and giving them feedback to maximize performance
• Conduct performance reviews, provide quality feedback and develop direct reports, while also motivating the team and driving morale
• Owns and maintains hiring, onboarding and workforce management needs for Customer Support, communicating present and future staffing needs to Leadership 
• Delegate and ensure resolution of high-level escalated customer service issues
• Identify trends and deep dive into team data to improve performance and create accountability / visibility across the team 
• Initiate cross-departmental communication and coordination to escalate and resolve customer issues based on trends and reporting
• Manages direct relationship with vendors 
• Additional duties as assigned

About You

• BA/BS degree or equivalent experience
• At least 3-5 years in a lead/managerial role with demonstrated ability to set goals, develop talent, and maintain positive morale
• 3+ years experience in customer support role
• Proficiency in Google Suite, Zoom, CSAT, Zendesk, Tymeshift and/or other CRM software
• Passionate about people development, mentorship and coaching
• Ability to learn quickly 
• Strong interpersonal skills, building relationships with both internal and external partners
• Excellent written and verbal communication skills 
• At ease with ambiguity

Benefits 

• Comprehensive medical, dental and vision plans coverage since day one
• Pre-tax benefits: HSA/ FSA/ Commuter allowance
• 401k retirement savings program with matching up to 4%
• Voluntary benefits such as disability, basic life or pet insurance, etc.
• Equity offerings for Talkspace company stocks
• Wellness stipend along with discounts on gym memberships and other wellbeing products
• Flexible PTO / Remote Workspace Flexibility
• Regular team events, including [virtual] Happy Hours and Game Nights
• Free access to all Talkspace products

Why Talkspace? 

Talkspace is a clinical quality led telebehavioral healthcare company, focused on making quality behavioral health accessible and affordable to millions in need. Its signature psychotherapy and psychiatry product connects individual users with a network of thousands of licensed mental health providers through an easy-to-use and HIPAA-compliant web and mobile platform. With Talkspace, users can send their dedicated providers unlimited text, video, picture and audio messages from anywhere, at any time. Talkspace also provides psychiatry services and prescription fulfillment, adolescent therapy and couples counseling.

Our focus to help people feel better starts at Talkspace, where we connect and collaborate as a team to make the world a better place. Fun company-wide events, happy hours, wellness perks, flex PTO, access to Talkspace products, and competitive benefits are just some of the ways we make Talkspace a great place to work. Do you want to save the world? Come join us! 

EQUAL OPPORTUNITY EMPLOYER

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don’t meet every qualification, if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team.

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.