The Engagement Operations Specialist/Lead is responsible for building a high-performing, reliable and engaged global provider and crisis responder network. Beyond day-to-day operations and communications, this role drives provider success by monitoring performance and quality indicators (including no-shows/late cancellations, client feedback, documentation and compliance), implementing improvement actions and supporting incentive programs that reinforce the right behaviours.
Working cross-functionally with clinical, delivery and commercial, you will strengthen retention, elevate service quality, and improve operational speed and consistency across the network.
Key Responsibilities
1) Network Engagement Strategy and Community Building
- Own and continuously improve the provider & crisis responder engagement strategy, with measurable goals tied to satisfaction and retention.
- Lead onboarding operations for new providers and crisis responders, ensuring seamless ramp-up: tools, training pathways, SOP readiness, and first-week success.
- Run high-impact engagement programs (e.g., monthly virtual townhalls, community initiatives) to strengthen connection, morale, and alignment.
- Partner with the Clinical team to plan and deliver training calendars, group supervision, and Q&A sessions to support continuous professional development.
2) Communication Leadership and Issue Resolution
- Serve as the operational point-person for provider/crisis responder queries, ensuring timely, accurate responses aligned with policy and service standards.
- Own escalation pathways: triage complex issues to the right Ops/Clinical stakeholders, drive resolution SLAs, and ensure closed-loop feedback.
- Build and maintain structured communication channels (updates, FAQs, engagement materials), enabling two-way feedback at scale.
- Consolidate network insights and present actionable recommendations to leadership (what’s breaking, why, and what we’re doing about it).
3) Operational Excellence and Continuous Improvement
- Track, analyse, and report engagement/experience metrics; identify trends and implement improvements to lift satisfaction and retention.
- Maintain strong records for provider interactions, escalations, and resolutions for audit readiness and operational continuity.
- Oversee compensation operations: validate rates/terms, ensure accurate payroll inputs, proactively resolve discrepancies, and improve process reliability.
- Support service deployment for on-site or ad hoc requests; coordinate with cross-functional teams to deliver smoothly.
- Support commercial events and client delivery initiatives as needed, ensuring network readiness and crisp execution.
4) Quality, Compliance, and SOP Governance
- Partner with relevant teams to verify qualifications and licensing/credential requirements; ensure compliance with company standards and local regulations.
- Drive quality enablement through completion tracking of mandatory training, audits, licensure management, and corrective actions for performance gaps.
- Lead SOP/tool/process improvements that improve provider experience and service delivery quality (less manual work, fewer errors, faster turnaround).
- Maintain and continuously improve the shared repository of operational resources (guidelines, training materials, FAQs) so providers always have a single source of truth.
5) Provider Success & Retention
- Own the provider success framework for the network in partnership with clinical and delivery teams.
- Monitor provider performance indicators such as attendance reliability, responsiveness, client feedback/ratings, documentation timeliness, and overall service quality adherence.
- Run monthly/quarterly performance reviews for priority segments (high-volume providers, crisis responders, new joiners), identifying risks early and driving targeted interventions.
- Drive a structured quality improvement loop: root-cause analysis for recurring issues, corrective actions, refresher training, supervision recommendations, and follow-through tracking.
- Manage and continuously improve incentive programs and payout operations (criteria definition support, tracking, validation, dispute resolution), ensuring fairness, accuracy, and clear communication.
- Partner with relevant teams to ensure incentive and performance policies remain scalable and aligned to business goals (quality, reliability, cost, and retention).
- Design and execute provider engagement and retention tactics linked to performance (recognition programs, tiering, growth pathways, “high-performer” cohorts), improving both motivation and outcomes.
- Maintain provider performance records and ensure decisions (warnings, escalations, offboarding) are documented, consistent, and audit-ready.
Requirements
- Experience: 4-7 years in operations, community/network management, program management, operations in a tech company (healthcare, mental health, platforms is a plus).
- Language: Fluent in English + at least one relevant local language (written and spoken).
- Operations + Data Comfort: Strong with tracking, dashboards, documentation hygiene; experience with ticketing tools (CRMs like Zendesk, Freshdesk bonus).
- Execution Excellence: Can manage multiple streams, prioritise well, and keep stakeholders aligned without things slipping.
- Problem Solving: Proactive, structured, calm under pressure; can handle ambiguity and still ship outcomes.
- Communication: Clear, crisp, adaptable to different audiences; confident presenting insights to leadership.
- Detail and Compliance Mindset: Strong attention to detail in audits, records, and quality workflows.
- Collaboration: Strong cross-functional operator; knows how to move work through Clinical, Ops, and Service Delivery.
Benefits
Why You’ll Love Working With Us:
- Global company – work in a diverse environment with people from nearly 20 countries
- Generous leave policy – time off to rest and recharge
- Christmas week off – company-wide break during Christmas, separate from annual leave
- Birthday leave – enjoy a day off on your birthday
- Quarterly mental health days – one day off every quarter to focus on your wellbeing
- Flexible work arrangements – work in a way that suits your lifestyle and goals
- Work-life balance – a culture that values personal time and long-term wellness
- Medical coverage – comprehensive insurance for peace of mind
- Performance bonus – high performance is recognised and rewarded
- Development budget - annual allowance to support your professional development
- Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
- Socials and communities – regular non-work events/activities to connect and have fun together
