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 field + Current unrestricted license to practice in the country where the site is based + Minimum 5 years of experience in wellbeing or psychotherapy field + Proven ability to lead a diverse multi-disciplinary team of counsellors or therapists + Experience developing strategy and innovation in employee wellness programs, preferably within a corporate setting or business environment + Able to build trust and rapport with employees, managers and team members + Experience designing and delivering wellbeing/mental health training, workshops and webinars + Proven ability to maintain professionalism and ethical standards in a corporate environment + Strong people management, coaching and development skills + Excellent communication and presentation skills + Flexible, adaptable and able to work creatively in a problem-solving environment + Fluent 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 **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**