Own day-to-day operational excellence for a growing practitioner network, maintaining high standards and a great end-to-end experience for practitioners and clients.
Oversee practitioner performance and drive quality improvements, including defining and maintaining policy, standards, and ways of working.
Oversee complex complaints and escalations, including investigation, risk management, and timely, clear responses.
Own network engagement, including the practitioner communications calendar and outbound activity (updates, newsletters, webinars, and campaigns).
Lead with clear decision-making, strong judgement, and pragmatic delivery in a fast-moving environment, documenting decisions as you go.
Be a subject matter expert on practitioner policies and Unmind platforms.
Deliver cross-functional roadmap initiatives that impact the practitioner network.
Support the wider operations & commercial functions as needed.

Direct experience working in a clinical operations role and digital platform setting
Psychology/Clinical background is preferred, or understanding of therapy/coaching practice requirements
Community management and communications experience
Strong project management skills
Strong listening skills and an ability to work harmoniously within an experienced, detail oriented, supportive team
Able to challenge constructively and commit to team decisions
Comfortable with ambiguity, agility, and flexibility in a startup environment

Private medical for you & your family
Equity in Unmind
Generous gender-neutral parental leave
25 days holiday + birthday + celebration days
Revive & Thrive Days – company-wide Friday off monthly
Flexible working + early Friday summers
Remote-first within the UK, with monthly in-person meet-ups and access to a London co-working space
Annual learning budget + learning leave
Free weekly therapy or coaching sessions
Wellbeing support via WellHub & Bippit

Senior Clinical Operations Manager – 11 month FTC

Key skills