Coaching Program Director
Location
Remote | United States
Job description
About Healthy Gamer
If you grew up on the Internet like us, you know mental health is more important than ever. But many people face obstacles when seeking traditional mental health care, like finding the right support or having the right insurance.
At Healthy Gamer, we think modern mental health should be inclusive and affordable. Our coaching service has helped over 16,000 people across 77 countries since it launched in November 2019. Our movement is gaining traction, putting us in the top 0.1% of Twitch streamers and the top 1% of YouTube channels. And we're working on even more resources to help people find a way forward when they need it.
We've made an impact in the gaming community, but that's not where our mission ends. We want to change how people think about and deal with mental health, and we're looking for passionate people to help us get there.
What You'll Do
HG is looking for a Coaching Program Director that can continue the great momentum our coaching program has built, and increase the scale and reach of our program. The focus of this role is to maintain a best-in-class client experience while improving the efficiency of the program. Your role bridges the day-to-day operations of the coaching program with the product team's research and development. This role is responsible for the core success metrics of the program including utilization rates, client outcomes, client satisfaction, and coaching economics. You will directly manage a team that includes a Coaching Operations Manager and Customer Service Representatives. You will help improve the lives of tens of thousands of young adults by expanding HG Coaching's impact on life purpose, mental health, quality of life issues, and career challenges. You'll collaborate with other product team members, marketing, developers and the executive team to cast a vision, develop a strategy, and execute the plans. You will be part of an expanding global footprint, and be part of an entrepreneurial team that thrives on challenging the status quo.
Responsibilities:
- Product ownership of the coaching program. This includes leading the team and setting the direction of the coaching and recommending areas of improvement to hit core success metrics.
- Assess client and coach feedback along with economic and scheduling data to identify opportunities and implement strategies to improve services.
- Quantitative and qualitative analysis of client and coach retention, always remembering that this is a human process with evidence-based outcomes
- Overseeing the overall scheduling of clients and coaches, proposing and designing internal tools and strategies for improved product delivery to meet client demand.
- Collaborate with Marketing and Product managers to broaden the scope of our services and improve coach, client, and admin platform experiences.
- Collaborate cross-functionally to craft communications strategies for coaching and client stakeholders.
- Explore, design and implement ongoing training and resource strategies to support coach development
- Setup and monitor analytics for improving client support systems. This includes overseeing the customer service function.
- Identify opportunities for program expansion and development to meet common client requests and concerns.
- Collaborate with relevant teams to craft and maintain overarching governance policies for coaching services.
- Oversee the onboarding experience of new coaches to the coaching platform to optimize for coach success
- Manage the overall P&L of the coaching program
- Direct case reviews and office hour agendas, scheduling, and participation, ensuring coaches are supported by their mental health services consultants and senior coaches throughout their coaching career.
- Identify opportunities to streamline operational activities as it relates to the coaching program.
- Collaborate with the Research team to determine indicators of successful client outcomes, within the services and pilot services.
- Report to the management team on program outcomes, client satisfaction, and coach success through existing and additional KPIs.
- Recruit, hire, manage, and develop direct reports in an engaging and supportive manner.
You Are:
- A college graduate or comparable experience in the health services.
- At least 3-4 years experience in a building / maintaining a service delivery team
- Strong leader who can provide a clear vision for implementing improvements
- Strong cross-functional collaboration skills - for example, product, marketing, and development teams.
- A problem solver capable of using evidenced based techniques to recommend solutions
- Advanced critical thinking abilities
- Enjoys doing research, analyzing data, identifying patterns and trends that could impact the business, crafting improvement plans and implementing them
- Health care, counseling, or social work experience strongly preferred
- Proficient or experience with analytics software such as Amplitude, Google Analytics or Metabase
- You have experience assisting with product marketing fundamentals: positioning, messaging, launch management, and sales enablement.
- Team player! HG has a diverse set of professionals with different skill sets across the board.
- Demonstrated experience with increasing gross margins on service
- Demonstrated experience building a service based community
Job tags
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