Senior Manager of Provider Experience

About this role

<h2><strong>Who are we and why should you join us?</strong></h2> <p>BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.</p> <p>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. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way.</p> <h2><strong>What are we looking for?</strong></h2> <p>We’re looking for a Senior Manager to lead and evolve key initiatives within our Provider Experience team, with a strong focus on Provider Experience and Provider Incentives. 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.</p> <h2><strong>What will you do?</strong></h2> <p><strong>Team Leadership & Development</strong></p> <ul> <li>Lead and develop a team focused on provider-facing initiatives across Provider Experience and Incentives</li> <li>Provide strong people management, coaching, and support to drive team effectiveness and growth</li> <li>Establish clear roles, responsibilities, and ways of working to enable efficient execution across a broad set of touchpoints</li> <li>Foster a team culture grounded in accountability, adaptability, and cross-functional partnership</li> <li>Continuously assess and evolve team structure and workflows in line with business needs</li> </ul> <p><strong>Provider Experience & Incentive Initiatives</strong></p> <ul> <li>Lead and drive initiatives aimed at improving the end-to-end provider experience and engagement</li> <li>Define how Provider Experience fits within the company as a whole, including clarifying ownership of provider-facing workflows</li> <li>Partner cross-functionally to identify, scope, and transition provider-related work into the appropriate teams</li> <li>Take a proactive, project-based approach to identifying organizational needs and building scalable workflows</li> </ul> <p><strong>Systems & Workflow Optimization</strong></p> <ul> <li>Oversee and enhance the Help Scout ticketing system, including intake, triage, and workflow management</li> <li>Develop a deep understanding of system capabilities to improve efficiency, visibility, and operational effectiveness</li> <li>Identify opportunities for process improvement and implement scalable solutions that streamline provider support and internal coordination</li> </ul> <p><strong>Cross-Functional Leadership & Coordination</strong></p> <ul> <li>Serve as a key representative of Provider Experience across internal stakeholders, ensuring visibility and alignment</li> <li>Build strong cross-functional relationships and improve coordination across teams supporting provider-facing work</li> <li>Establish clear ownership and collaboration models to ensure seamless execution across touchpoints</li> </ul> <p><strong>Provider Advocacy & Experience Design</strong></p> <ul> <li>Champion the provider perspective across the organization, ensuring the impact of internal decisions is proactively considered</li> <li>Build and mature the provider advocacy function, including developing ways to surface and act on provider feedback</li> <li>Contribute to defining and improving the provider journey, ensuring a more proactive and cohesive experience</li> </ul> <p><strong>Data, Reporting & Insights</strong></p> <ul> <li>Develop reporting and insights by leveraging data from multiple systems (e.g., Help Scout, Looker, and other tools)</li> <li>Analyze provider feedback and operational data to identify trends, surface opportunities, and inform decision-making</li> <li>Translate data into clear, actionable insights that drive continuous improvement and influence business decisions</li> </ul> <h2><strong>What will you NOT do?</strong></h2> <ul> <li>You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.</li> <li>You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.</li> <li>You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!</li> <li>You will NOT get yourself burned…