Manager of Care Delivery

Company Overview

Maven is the world's largest virtual clinic for women and families, dedicated to making healthcare accessible and effective for everyone. Our innovative digital programs offer comprehensive clinical, emotional, and financial support across fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. Over 2,000 employers and health plans trust Maven's platform to enhance clinical outcomes, reduce healthcare costs, and promote equity in benefits.

Maven has been recognized for its industry leadership and innovation, earning accolades such as:

• Fortune Change the World (2024)
• CNBC Disruptor 50 List (2022, 2023, 2024)
• Fortune Best Workplaces for Millennials (2024)
• Fortune Best Workplaces in Health Care (2024)
• TIME 100 Most Influential Companies (2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
• Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

Founded in 2014 by CEO Kate Ryder, Maven has secured over $425 million in funding from leading healthcare and technology investors. Learn more at mavenclinic.com.

Position Overview

Maven is seeking a Manager of Care Delivery to lead a team of dedicated Care Advocates and Care Coaches. This role is crucial in guiding members through our digital care offerings and providing coaching to improve clinical outcomes and engagement. You will collaborate with the management team to cultivate a supportive team culture and ensure the delivery of high-quality, empathetic care to women and families in a dynamic, results-oriented environment.

Responsibilities

As a Manager of Care Delivery at Maven, you will:

• People Management: Serve as the primary people manager, conducting regular one-on-ones, performance reviews, and development planning to foster employee growth and high performance within the Care Advocate and Care Coach team.
• Operational Mastery: Gain a deep understanding of Maven’s business and daily Care Delivery operations, including mastering our family planning programs, communication channels, video appointment workflows, and performance management processes.
• Culture Leadership: Lead by example to champion a culture of empathetic care, ensuring exceptional service for our members and providers.
• Performance Driving: Achieve key performance indicators (KPIs) and coach individual team members to drive clinical outcomes, engagement, member satisfaction, and productivity.
• Quality Assurance: Monitor team practices to ensure adherence to Maven’s quality standards and operational Standard Operating Procedures (SOPs).
• Organizational Alignment: Facilitate team alignment with broader organizational objectives and effectively manage change.
• Cross-functional Collaboration: Collaborate with Product, Data, Engineering, and Client Success teams, acting as a key liaison from the Member Operations team.
• Project Management: Participate in and lead team-specific and cross-functional member care projects, contributing to Objectives and Key Results (OKRs) from ideation to completion.
• Accountability & Coaching: Hold your team accountable for KPIs while coaching individuals towards goal attainment.
• Other Duties: Perform additional duties as assigned.

Requirements

We are looking for candidates with:

• Experience: 5–7 years of experience in allied health, human services, digital health, or healthcare organizations.
• Management Experience: A minimum of 3 years of experience managing teams of at least 8-10 individuals.
• Domain Expertise: Experience in family planning and maternal-child health areas, including pregnancy, fertility, benefits navigation, postpartum care, and options counseling.