Senior Manager, Clinical Care Operations
Operations · Full-time
Johannesburg, South Africa
Role Overview
The Senior Manager, Clinical Care Operations is a key strategic leadership role within the International Care Operations department. Reporting directly to the Director of Care Operations, this role is responsible for the strategic oversight, alignment, and operational maturity of core clinical care delivery functions across our central international clinical teams.
The Senior Manager moves beyond day-to-day tactical execution to lead through strategic map-building, cross-functional integration, and macro-level governance. You will oversee core, central, and adjacent clinical care delivery and case management functions. Your primary objective is ensuring these teams are positioned to drive scalable, high-quality care.
In addition to driving excellence within central care operations, this role carries a global charter: to test, refine, and establish clinical care operations best practices that set the standard for clinical operations worldwide, in partnership with global colleagues.
Location: South Africa (Remote)
Hours: 8am to 5am, this is a perm / full time position. The role is a permanent five (5) day a week role.
Flexibility in working hours: Candidates should demonstrate flexibility due to the global nature of the business, they will be required to attend meetings outside of their normal office hours to support APAC and US regions.
Occasionally early start (APAC region) and late finishes (Global US meetings) - A few times a week.
Travel: The successful individual will be required to travel for work purposes on occasion.
Key Responsibilities & Strategic Scope
Macro-Level Governance: Exercise strategic oversight over central case management, core clinical delivery, and adjacent care teams. Ensure operational designs, capacity models, and workflows are fit for purpose and adaptable to organizational scale.
SLA & Performance Delivery: Accountable for ensuring operational teams meet or exceed core SLAs, quality metrics, and commercial/efficiency targets (e.g., turnaround times, clinical reliable improvement scores, case closure rates, CSAT).
Process & Workflow Optimization: Identify systemic operational bottlenecks and lead high-impact, complex operational initiatives to modernize processes, automate lifecycle transitions, and enhance service efficiency without compromising clinical safety.
Global Best Practices Standard-Setting: Serve as a strategic partner to global clinical leads to design, pilot, and refine clinical care operational best practices within central teams, establishing blueprints for global clinical operations around the world.
Scalable Architecture: Ensure all operational workflows, tools, and service delivery frameworks built centrally are scalable, adaptable, and aligned for international deployment.
Customer Success Partnership: Partner closely with Customer Success leadership to ensure central clinical operations effectively support evolving customer needs—including specialized, high-touch, or unique client requirements—across product streams .
Clinical Governance Alignment: Collaborate with Clinical Governance to interpret clinical standards, translate them into actionable operational workflows, and ensure all teams maintain up-to-date compliance, ethical rigor, and clinical safety standards.
Product, CRM & Salesforce Development: Partner directly with Product and Salesforce Development teams to scope, design, and implement toolings, system enhancements, and automation required for clinical teams to operate seamlessly.
Quality Assurance & Program Implementation: Work with Quality Assurance to track cross-business quality metrics and maintain clinical excellence standards. Collaborate with Implementation teams to prepare operational units for broad-scale rollouts of new clinical programs and client onboardings.
Strategic Thinking & Roadmap Execution: Demonstrated ability to translate long-term business vision into actionable operational execution maps. Ability to articulate the strategic "why" behind operational changes and align multi-year plans with overarching company objectives.
Complex Project & Program Governance: Proven track record of managing complex, cross-functional projects with multiple interdependent workstreams (utilizing frameworks like DACI) while maintaining high visibility and macro-governance.
Risk Appraisal & Decision-Making: Advanced risk management capabilities; ability to proactively identify "bubbling" operational or clinical risks early, calibrate risk severity accurately, and communicate/escalate appropriately without creating unnecessary business disruption.
Autonomy & Minimal Supervision: Operates with high autonomy under a minimal-supervision model, establishing clear escalation thresholds while taking full accountability for outcomes.
Cross-Functional Influence & Matrix Management: Exceptional stakeholder management skills with the ability to lead, influence, and secure buy-in across Product, Customer Success, Governance, QA, and Global Executive teams.
Clarity: Problem-solving and Communications: able to work with high volumes of input and data and ascertain most salient issues or opportunities as well as next suitable steps, and able to communicate priorities and requirements clearly to ensure alignment with subordinates, colleagues, customers and the broader business.
Dual Product-Stream Literacy: Deep understanding of the differing operational models, ways of working, and delivery nuances between different EAP product offerings.
High Psychological Safety & Team Leadership: Proven leadership style that fosters psychological safety, resilience, and high engagement across clinical and operational staff navigating complex cases and high-volume environments, whilst holding managers and team accountable to goals.
Experience: 7+ years of progressive leadership experience in clinical care operations, case management, or healthcare operations, with demonstrated experience operating at a Senior Manager / strategic oversight level .
Domain Knowledge: Strong background in clinical service delivery, mental health operations, or managed care environments.
Global/Multi-Market Experience: Demonstrated experience working with or designing operational frameworks for international healthcare/clinical operations.
Technical Aptitude: Proven experience partnering with product and engineering teams to optimize CRM systems (e.g. Salesforce) and automated workflows.
Education: Master’s degree or higher in Clinical/Counseling/Industrial Psychology, Healthcare Administration, Operations or Business Administration (with Mental Healthcare experience), or a related field preferred.