Job Title:

Clinical Operations Manager, Psychological Health

Job Description

The Clinical Operations Manager is responsible for the day-to-day supervision of an onsite clinical support team that provides virtual counselling, mental health and wellbeing support to employees working in content moderation. In this role you’ll focus on the delivery and quality assurance of a virtual psychological health program, and coach counsellors to ensure performance metrics are achieved. You’ll be the clinical lead onsite and responsible for the resolution of all clinical risks and concerns, advising the team on how to manage complex cases and where to escalate.

As this role falls into the category of Trust & Safety, it is possible that you will be exposed to harmful content. This may occur in the form of images, video, and text related to hate speech, violence, child safety, depictions of harm to self and others, and harm to animals.

The primary responsibilities of this role include:

Clinical management

Partners with the Operations Site Manager to ensure employees have access to excellent virtual support services
 Ensures the delivery of appropriate care pathways and interventions to content moderators in the region, and provides subject matter expertise in escalated cases
 Ensures red flag cases and urgent matters are resolved quickly and effectively, and communicates with business partners per escalation protocol
 Has team management responsibilities for the local team, whilst also serving as a cross-functional and global liaison in similar areas of the business
 Delivers Business reviews on a regular basis, ensuring that customer, operational and capacity requirements are addressed
 Holds weekly meetings with clinical leaders and direct reports reviewing clinical operations, needs, and challenges
 Communicates with the clinical leadership team on a regular basis to discuss observations, insights risks and areas for improvement
 Ensures counsellor availability aligns with the scheduling needs of the team, effectively balancing workload and maximizing team efficiency
 Designs psycho-educational training programs focused on enhancing resilience, healthy coping, and distress management skills
 Responsible for the design and distribution of monthly virtual wellbeing calendar
 Contributes towards safe working practices across the Psychological Health team and ensures that Clinical Governance is adhered to by colleagues within the team

Data, insight and analysis

Provides clinical guidance and supervision to counsellors, drawing on insights captured from data
 Has oversight of health data dashboards and report creation 
 Manages confidential case records and reports safely, and in line with privacy protocols
 Delivers psychometric assessments to all sites and accounts in the region
 Reviews assessment data for trends that require intervention, and prepares regular business and data insight reports

Minimum qualifications:

Master’s degree in clinical psychology, counselling psychology, psychotherapy, organizational/industrial psychology, social work or other relevant fieldCurrent unrestricted license to practice in the country where the site is basedMinimum 5 years of experience in wellbeing or psychotherapy fieldProven ability to lead a diverse multi-disciplinary team of counsellors or therapistsExperience developing strategy and innovation in employee wellness programs, preferably within a corporate setting or business environmentAble to build trust and rapport with employees, managers and team membersExperience designing and delivering wellbeing/mental health training, workshops and webinarsProven ability to maintain professionalism and ethical standards in a corporate environmentStrong people management, coaching and development skillsExcellent communication and presentation skillsFlexible, adaptable and able to work creatively in a problem-solving environmentFluent in written and spoken English

Desired qualifications:

Experience working in Trust and Safety or a content moderation environment

Location:

PHL Quezon City - Giga Tower 18th Floor

Language Requirements:

Time Type:

Full time2025-03-31

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