Senior Clinical Operations Manager (11 month FTC)

Location: UK Based, Remote-first (with monthly travel to London) At Unmind, we're here to create better mental health. We believe mental health should be a source of strength, not struggle – for people, teams, and entire organisations. We combine science, technology, and human care to help companies like Uber, Disney, Major League Baseball, and the NHS improve mental health and drive performance. Now we’re looking for more brilliant people to help us do it. 🚀 Our Values We’re building a company where ambition and empathy go hand in hand. Outpace the rest – Move fast. Deliver excellence. Stronger together – We go further, faster, together. Client first – We win, when our clients win. 🌈 Inclusion & Belonging We’re building a place where everyone feels seen, heard, and supported – and where difference is celebrated. If you need adjustments during the process, tell us when you apply or email talent@unmind.com. Learn more about how we hire and our commitment to equity in our 🎯 THE ROLE — SENIOR CLINICAL OPERATIONS MANAGER This role is a 11 month FTC for maternity cover. Unmind is transforming workplace mental health, and we’re looking for an experienced Senior Clinical Operations Manager to lead the day-to-day running and continuous improvement of our practitioner network, enabling the smooth running of Unmind’s therapy and coaching service. This role combines clinical operations expertise with strong judgement, clear decision-making, and a commitment to high standards. In this role, working closely with the Head of Global Care and Head of Operations, your focus will be quality, engagement, and operational excellence across the practitioner network. What you'll do - Own day-to-day operational excellence for a growing practitioner network, maintaining high standards and a great end-to-end experience for practitioners and clients. - Oversee practitioner performance and drive quality improvements, including defining and maintaining policy, standards, and ways of working. - Oversee complex complaints and escalations, including investigation, risk management, and timely, clear responses. - Own network engagement, including the practitioner communications calendar and outbound activity (updates, newsletters, webinars, and campaigns). - Lead with clear decision-making, strong judgement, and pragmatic delivery in a fast-moving environment, documenting decisions as you go. - Be a subject matter expert on practitioner policies and Unmind platforms. - Deliver cross-functional roadmap initiatives that impact the practitioner network. - Support the wider operations & commercial functions as needed. 🌟 ABOUT YOU In the spirit of equity and continuous growth, we invite you to remove education from your CV. Qualifications are not a factor in our decision-making. However, some experience in the following is important for this position: - Direct experience working in a clinical operations role and digital platform setting - Psychology/Clinical background is preferred, or understanding of therapy/coaching practice requirements - Community management and communications experience - Strong project management skills - Strong listening skills and an ability to work harmoniously within an experienced, detail oriented, supportive team - Able to challenge constructively and commit to team decisions - Comfortable with ambiguity, agility, and flexibility in a startup environment Tip for candidates: If you’re unsure whether to apply – do. We know great people don't always tick every box. 💚 LIFE AT UNMIND We believe wellbeing and performance go hand-in-hand – and we build our environment to support both. A few highlights: ✅ Private medical for you & your family ✅ Equity in Unmind ✅ Generous gender-neutral parental leave ✅ 25 days holiday + birthday + celebration days ✅ Revive & Thrive Days – company-wide Friday off monthly ✅ Flexible working + early Friday summers ✅ Remote-first within the UK, with monthly in-person meet-ups and access to a London co-worki...