Senior Manager – Provider Experience

BetterHelp

Senior Manager leading provider experience initiatives at BetterHelp, the largest online therapy service. Focused on enhancing provider engagement and operational efficiency.

Posted 5/6/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $125,000 - $150,000 per yearWebsite

About the role

Key responsibilities & impact

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
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
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
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
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
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

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisprocess improvementworkflow managementproject managementreportingprovider experienceoperational effectivenessscalable solutionsticketing system managementprovider advocacy

Soft Skills

people managementcoachingcross-functional collaborationaccountabilityadaptabilitycommunicationinfluencing stakeholdersanalytical thinkingteam developmentrelationship building