Global Care Manager, UK

We are seeking a Global Care Manager to foster trusting relationships within the Global Care Team and serve as a central facilitator for our global programs and service delivery model. This role is responsible for upholding accountability for team output and performance, ensuring the team has the mechanisms necessary to enhance the global care experience while aligning with evolving business needs. The Global Care Manager will tackle challenges strategically, uncover innovative solutions, and collaborate closely with stakeholders from various departments and third-party entities to implement effective protocols during rollout processes.

You will oversee ongoing management and oversight of team performance, working in tandem with the Director of Care to uphold the delivery of high-quality experiences for our members in expanding markets. The focus includes driving continuous improvement within the organization and addressing specific business requirements as needed.

You will report directly to the Director of Care II.

Responsibilities will include:

Team Culture and Development:
- Manage a team of up to 15 people
- Lead development and execution of a team communication plan to build awareness and consistency in messaging
- Demonstrate and foster expected team behaviors, conducting ongoing comprehensive reviews of the Care Management team
- Clearly communicate goals, vision, and expectations
- Empower autonomy and decision-making authority within the team
- Provide ongoing recognition and feedback
- Create a collaborative and inclusive environment where diverse ideas and values are safely shared
- Address conflicts promptly and constructively
- Establish a team structure that provides care support with optimal growth pathing

Delivery Bottlenecks and Resolution:
- Oversee resource allocations (human, financial, technological) to ensure appropriate distribution
- Identify opportunities to automate repetitive tasks and foster dialogue for future innovation
- Promote problem-solving workshops or brainstorming sessions to involve the team in finding solutions

Innovation and Adaptability:
- Encourage a growth mindset and lead a culture of continuous improvement
- Participate in new program launches and adapt to new ways of thinking for scalability
- Oversee and implement service delivery changes for the Care Team, ensuring execution and ongoing review
- Generate new ideas that promote positive business impact across key metrics

Efficiency Management and Oversight:
- Implement performance metrics across Global Care, ensuring consistency and quality assurance
- Enhance managers’ capability to lead metrics-driven discussions, including FAQs and office hours
- Participate in Monthly Manager Reviews (MMR)
- Manage budgets and hiring related to areas of focus, adjusting resource allocation as needed to address imbalances and ensure optimal capacity oversight

You’re a great fit if you:

• Have work experience in a multi-site tech-enabled service organization; healthcare-specific experience preferred
• Have prior experience overseeing roll-outs across different markets and countries
• Have a track record of success during periods of rapid scale and/or transformation
• Have proven success in a startup environment: rigorous, energetic, agile, and flexible
• Possess exceptional management and communication skills, fostering an environment where issues are identified and resolved
• Have a strong presence with the ability to establish relationships with decision-makers
• Have 5+ years in an executive-level role overseeing a diversified workforce (preferred)

Total Compensation

The starting salary for this position is £80,000 - £92,000.

Additional benefits include:

• Remote work environment
• Medical, dental, and vision benefits within 30 days of hire
• Retirement savings account with matching company contributions
• Mental health benefits
• 28 days of paid time off
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (birth or adoption) and pregnancy loss leave

Working hours are 8am-4:30pm GMT three days per week and 10am-6:30pm GMT two days per week.