Lead, direct, and manage the daily operations and performance of programs supporting client emotional, physical, and financial wellness.
Oversee quality assurance and compliance for their workstream program.
Determine and manage caseload distribution to ensure client needs and service demand are met effectively.
Monitor, collect, and analyze interaction metrics and performance measures, including service quality, continuity of care, and completeness of case documentation.
Ensure compliance with Service Level Agreements (SLAs) and Performance Quality Improvement (PQI) standards, and implement data-driven process improvements.
Compare program performance against established goals and prepare reports on operational outcomes and service effectiveness.
Collaborate with internal and external stakeholders to ensure services meet client requirements, expectations, and contractual obligations.
Perform project and quality management activities in support of operational excellence.
Perform additional duties as assigned.

Hold a minimum of a Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
Hold a valid, unrestricted license that grants the ability to practice individually as a licensed therapist.
Certified Project Management Professional (PMP);
15+ years of experience managing a program of similar size and complexity;
Certified Employee Assistance Professional (CEAP).
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
Requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.)
Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.
Must be able to maintain and retain suitability investigation and clearance as required.
US Citizenship and fluency in English required.

Assistant Program Operations Manager

Key skills