Manager, Community Operations

firsthand supports individuals living with serious mental illness (SMI). Our holistic approach includes a team of peer recovery specialists, benefits specialists, and clinicians. Our teams focus on meeting each individual where they are and walking with them side‑by‑side as a trusted guide and partner on their journey to better health. firsthand’s team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health‑plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem‑solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it’s a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. Manager, Community Operations The Manager, Community Operations is responsible for the operation of firsthand’s market‑level community‑based staff, ensuring consistent, scalable, person‑centric approaches by the community teams across the market. The Manager ensures firsthand’s teams are effective in outreach, trust‑building, engagement, benefits navigation, and clinical review for engaged individuals. This is a supervisory role with direct responsibility for hiring and oversight of team performance. The Manager must be able to work in the community, meeting individuals where they are, and be comfortable working in non‑traditional settings and unstructured environments. Experience supervising peer recovery specialists and/or community behavioral health staff is preferred. Responsibilities Lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission. Be accountable for the success of the Community Team and engage in the coordination activities of community‑based team members, including direct supervision. Ensure the seamless execution of firsthand’s operational and strategic plans, adapting practices as the business evolves. Work with the Senior Director of Operations to expand firsthand’s local community presence and referral network with best‑in‑class CMHCs, FQHCs, health systems, and other local care providers. Support the management of individual and team performance to OKRs, effectively coaching community‑based staff. Communicate key information, progress, and pain points to both internal staff and external partners. Lead recruitment of community‑based staff in collaboration with the People team. Collaborate with the People Team and Learning & Development team to manage the development, coaching, training, and performance of community‑based staff. Collaborate across multidisciplinary teams, including clinicians, operations, and support staff, to drive integrated care and improve service delivery. Qualifications Exceptional interpersonal and communication skills, especially in working collaboratively with community‑based staff and local providers. Excellent organizational, project management, and problem‑solving skills, with a team‑focused and continuous improvement orientation. Strong management and supervisory skills, including organizing and leading initiatives. Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and its members. Openness in sharing best practices and challenges with the operational leadership team. Direct community experience working with individuals living with SMI. Proficiency with Google Workspace, Slack, and client‑relationship‑management programs. Experience you bring Minimum five years’ experience in a healthcare‑focused business, preferably leading community‑based teams. Minimum of three years of direct supervisory experience managing certified peer‑recovery specialists or similar staff with lived experience—making hiring decisions and managing team member performance. Experience working in a multidisciplinary setting, leveraging diverse expertise to provide holistic care. Experience in an early‑stage startup is strongly preferred. Ability to operate a vehicle, including an active driver’s license; must be eligible to drive under Company insurance policy. Base salary range: $90,000 – $90,000 USD Benefits Base salary, equity or a special incentive program for clinical roles, and performance‑bonus potential. Physical and mental health coverage. Dental and vision coverage. 401(k) with match. 16 weeks parental leave for either parent. 15 days/year vacation in the first year, increasing to 20 days/year in the second year and beyond. Supportive and inclusive culture. We are an equal‑opportunity employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected class. We do not sponsor visas. Employment is contingent on meeting medical clearance requirements, including vaccination and other health criteria as required by the company. #J-18808-Ljbffr firsthand Health