CareExcellenceAssociate

We are looking for an Operations & Excellence Associate to support the delivery of high-quality, seamless mental health care experiences across our user and provider ecosystem. This role sits at the intersection of operations, service excellence, and care navigation/coordination. The ideal candidate is highly organised, empathetic, operationally reliable, and comfortable managing communication across multiple channels including email, chat, and calls. You will play a key role in ensuring smooth day-to-day operations, timely support resolution, provider coordination, session management, and overall service quality while contributing to continuous operational improvements. **User & Provider Support** * Manage and respond to user and provider queries across email, chat, and calls within defined SLAs * Support session management processes including bookings, rescheduling, cancellations, and escalations * Coordinate closely with internal teams to ensure timely issue resolution and seamless care delivery * Provide high-touch support for sensitive or complex operational cases where required * Ensure accurate documentation and updates across operational systems and trackers **Care Excellence & Service Quality** * Deliver a positive and empathetic experience across all user and provider touchpoints * Identify operational gaps, recurring concerns, and service risks proactively * Support escalation management and service recovery efforts * Maintain quality standards and adherence to SOPs across operational workflows * Assist in monitoring provider compliance, responsiveness, and operational performance **Operations & Coordination** * Support day-to-day operational workflows and cross-functional coordination * Assist with maintaining trackers, dashboards, operational reports, and process documentation * Contribute to operational improvement initiatives and automation opportunities * Ensure operational data and records remain accurate and up to date * Support implementation of n