Birches Health

Compensation

Full Description

About Birches Health: Online gambling has taken over the US. More than 175m Americans now regularly bet on sports and the rates of gambling addiction have skyrocketed since online gambling’s legalization. As widespread gambling creates record levels of addiction, debt, and bankruptcy, millions of problem gamblers still cannot access specialized, comprehensive care that they desperately need. At Birches Health, we’re beating the online gambling epidemic with virtual therapy for gambling addiction from specialized clinicians. Our care is covered by insurance and state funding to ensure access to treatment for problem gamblers. We work with patients throughout their gambling addiction journey to improve clinical outcomes and reduce healthcare costs. Our mission is to build the medical and technological infrastructure for behavioral addiction in the US to make sure millions of patients receive the highest quality clinical outcomes and path to recovery they deserve. We’re backed by leading healthcare and gaming investors including General Catalyst, AlleyCorp, Will Ventures, Defy, Haystack, Operator Partners, and C-suite angels at private and public companies. Join us to bring addiction care into the present day. About The Role: Birches Health is looking for an Operations Manager, Client Success to lead a team of Client Success Specialists (CSS) and partner with our Head of Operations. This exciting role is part people manager, part process builder, and part hands-on operator. You will own outcomes for the Client Success function, manage and coach a team of high-performers, and step in as the first line of defense when coverage gaps arise. This is an opportunity to build and scale a high-performing team from the ground up, while rolling up your sleeves in the day-to-day. The role is full-time and reports directly to the Head of Operations. What You’ll Do: • Manage CSS across multiple functions as the team grows rapidly. • Run weekly team meetings, hold regular 1:1s, and provide regular coaching/development. • Own team-wide KPIs and outcomes, ensuring accountability and alignment. • Develop company-wide SOPs and encourage process optimization for scale and consistency. • Lead hiring, onboarding, and training for new CSS team members while building a culture of accountability, collaboration, and continuous improvement. Who You Are: • 3-6 years of experience in operations, client success/customer support, or support services (healthcare background a plus). • 1-3 years of people management or team lead experience (direct management preferred). • Fluent in Excel/Google Sheets with strong ability to analyze metrics and optimize processes. • Strong technology user, comfortable learning and managing workflows in tools like HubSpot, EHRs, Zendesk, or similar. • Excellent communicator with a bias for action in fast-paced environments. • Hands-on operator who thrives on balancing daily execution with team building. • Bonus: experience in healthcare operations or compliance-heavy industries. Job Type: Full-time Pay: $65,000.00 - $80,000.00 per year Benefits: • Dental insurance • Health insurance • Paid time off • Vision insurance Application Question(s): • How many direct reports have you managed? • Can you share an example of how you’ve used Excel or Google Sheets to analyze data (for example, using formulas, pivot tables, or filtering) to solve a problem at work? Work Location: Remote