[Hiring] Senior Manager of Provider Experience @BetterHelp

Role Description

As the Senior Manager, Provider Experience at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy.

This role plays a central part in improving how BetterHelp supports, listens to, and engages with our provider network—helping to shape a more seamless, effective, and scalable provider experience.

What will you do?

• Team Leadership & Development
  • Lead and develop a team focused on provider-facing initiatives across Provider Experience and Incentives.
  • Provide strong people management, coaching, and support to drive team effectiveness and growth.
  • Establish clear roles, responsibilities, and ways of working to enable efficient execution across a broad set of touchpoints.
  • Foster a team culture grounded in accountability, adaptability, and cross-functional partnership.
  • Continuously assess and evolve team structure and workflows in line with business needs.
• Provider Experience & Incentive Initiatives
  • Lead and drive initiatives aimed at improving the end-to-end provider experience and engagement.
  • Define how Provider Experience fits within the company as a whole, including clarifying ownership of provider-facing workflows.
  • Partner cross-functionally to identify, scope, and transition provider-related work into the appropriate teams.
  • Take a proactive, project-based approach to identifying organizational needs and building scalable workflows.
• Systems & Workflow Optimization
  • Oversee and enhance the Help Scout ticketing system, including intake, triage, and workflow management.
  • Develop a deep understanding of system capabilities to improve efficiency, visibility, and operational effectiveness.
  • Identify opportunities for process improvement and implement scalable solutions that streamline provider support and internal coordination.
• Cross-Functional Leadership & Coordination
  • Serve as a key representative of Provider Experience across internal stakeholders, ensuring visibility and alignment.
  • Build strong cross-functional relationships and improve coordination across teams supporting provider-facing work.
  • Establish clear ownership and collaboration models to ensure seamless execution across touchpoints.
• Provider Advocacy & Experience Design
  • Champion the provider perspective across the organization, ensuring the impact of internal decisions is proactively considered.
  • Build and mature the provider advocacy function, including developing ways to surface and act on provider feedback.
  • Contribute to defining and improving the provider journey, ensuring a more proactive and cohesive experience.
• Data, Reporting & Insights
  • Develop reporting and insights by leveraging data from multiple systems (e.g., Help Scout, Looker, and other tools).
  • Analyze provider feedback and operational data to identify trends, surface opportunities, and inform decision-making.
  • Translate data into clear, actionable insights that drive continuous improvement and influence business decisions.

Requirements

• 10+ years of experience, with at least 3 years in direct management.
• Senior Manager-level experience with a track record of leading and developing teams.
• Strong people management skills, with the ability to coach and support team members at different experience levels.
• Experience in healthcare operations or a related environment, with a general understanding of provider workflows and dynamics.
• Strong operational mindset with experience building or improving processes and systems.
• Proven ability to work cross-functionally and influence stakeholders.
• Comfortable navigating ambiguity and building within evolving or undefined areas.
• Analytical thinker with experience using data and reporting to inform decision.

Benefits

• Remote work with regular in-person bonding experiences sponsored by the company.
• Competitive compensation.
• Holistic perks program (including free therapy, employee wellness, and more).
• Excellent health, dental, and vision coverage.
• 401k benefits with employer matching contribution.
• The chance to build something that changes lives – and that people love.
• Any piece of hardware or software that will make you happy and productive.
• An awesome community of co-workers.