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Senior Manager, Provider Network Operations

Cambridge, MA

Join Cartwheel to help tackle the student mental health crisis!

Cartwheel is an early-stage company building a new kind of mental health program for kids that puts schools at the center. We see our role as supporting school staff who see kids every single day. Instead of going around them, we collaborate with them. This means: 

  • Earlier intervention
  • Higher student and family engagement in care
  • Better coordination among the trusted adults in a student’s life 

Kids shouldn't just aspire to get out of bed and drag themselves to class. They should be able to experience joy. They deserve to envision and build a life they’re excited to live. If you join Cartwheel, you’ll help make this vision a reality for millions of students across the country. We’re backed by top investors including A Street Ventures, Menlo Ventures, Reach Capital, General Catalyst, BoxGroup, and Able Partners, and we're looking for mission-driven teammates to join our team.

ABOUT THE ROLE

As Senior Manager, Provider Network Operations, you will own the end-to-end provider experience and lifecycle outcomes for our rapidly scaling network of 700+ contracted clinicians. You'll design and implement the systems, processes, and engagement strategies that drive provider retention, satisfaction, and productivity. Reporting to the Director of Care Operations, you will be working as a strategic enablement partner to the clinical leadership team, and cross-functional stakeholders. You'll build the operational infrastructure that supports clinical excellence while creating margin for clinical managers to focus on care quality.

Role type: W2, Full-Time, Salaried position
Salary range: $110k-$135k cash compensation plus competitive equity package
Location: Remote 

WHAT YOU'LL DO

Provider Lifecycle Management

  • Design and optimize provider experience from credentialing initiation → platform training → ongoing enablement → clinical support access → payment resolution
  • Maintain provider engagement and readiness during credentialing processes, ensuring clinicians remain committed and prepared to accept cases upon completion
  • Establish proactive engagement strategy with systematic touchpoints, replacing reactive ticket-resolution
  • Track and action on provider health metrics: NPS, satisfaction, case acceptance rates, availability patterns, utilization trends, support ticket volume/resolution
  • Conduct exit interviews and root cause analysis on churn drivers; translate insights into retention interventions
  • Define and baseline key performance metrics for provider engagement, retention, time-to-productivity, and satisfaction

Provider Enablement & Infrastructure

  • Build operational infrastructure: training programs, support workflows, engagement campaigns, platform adoption initiatives, EHR best practices guides
  • Partner with Clinical on new program launches—create operational guides and enablement materials (e.g., school avoidance program, direct-to-psychiatry)
  • Design automated monitoring tools and alerts that identify providers needing proactive support
  • Develop metrics dashboards to track provider lifecycle health and predict retention risk

Cross-Functional Partnership

  • Serve as strategic enablement partner to Clinical leadership, providing data insights and operational support that inform clinical strategy
  • Partner with Clinical Training Lead on operational onboarding logistics (system access, platform navigation, payment setup)
  • Collaborate with Care Coordination on provider performance feedback (responsiveness, client satisfaction, reassignment rates)
  • Work with People Team on payment resolution, compensation questions, and contract/employment logistics
  • Partner with RCM related to documentation and billing practices
  • Coordinate with Clinical Quality team on performance coaching needs and escalations
  • Collaborate with Product/R&D to identify platform friction and serve as stakeholder in building internal EHR
  • Create operational margin for Clinical Managers by absorbing operational bandwidth

Team Leadership

  • Lead and develop Provider Success team (starting with 2 direct reports)
  • Establish team goals, performance standards, and professional development plans
  • Set quality standards for provider-facing interactions

WHO YOU ARE

Must haves

  • Bachelor's degree preferred, or 5+ years of relevant experience in healthcare operations, provider/clinician network management or contractor workforce management
  • Proven experience designing lifecycle management programs and engagement strategies for distributed workforces
  • Strong analytical skills with ability to define metrics, identify patterns, and drive systematic improvements
  • Experience with customer support platforms (Zendesk, Kustomer, or similar)
  • Comfort navigating ambiguity and building infrastructure in a fast-paced, scaling organization
  • Outstanding communication and relationship-building skills
  • Experience managing and developing teams
  • Commitment to serving traditionally underserved communities including uninsured families, youth in foster care, English learners, and diverse student populations
  • Passion for our mission to tackle the youth mental health crisis!

Extra Credit 

  • Experience managing 1099 contractor networks or distributed clinical workforces
  • Background in pediatric behavioral health or school-based mental health programs
  • Experience with telehealth operations and remote care delivery models
  • Project management certification or demonstrated expertise in process improvement methodologies
  • Familiarity with healthcare credentialing, billing, and compliance requirements
  • Fluency in languages other than English

WHY YOU’LL LOVE CARTWHEEL

Our hope is that Cartwheel will be your best career decision! In addition to tackling one of the biggest challenges of our time, at a company well-positioned to do so, you'll have:

  • Mission-oriented and inclusive colleagues who will go to bat for you
  • Competitive compensation
  • Generous PPO medical, vision, and dental/ortho coverage
  • Life Insurance
  • Generous paid time off, including company closure from Christmas-New Years (12/25-1/1)
  • Paid holidays and sick leave
  • Paid parental leave
  • 401K with employer match
  • Meaningful equity ownership stake in Cartwheel
  • Flexible and remote role with regular in-person retreats
  • Annual learning stipend
  • Laptop 

Cartwheel is proud to be an equal opportunity employer. We embrace diverse backgrounds and perspectives and an inclusive work environment. We're committed to equal employment opportunity regardless of race, color, religion, ancestry, national origin, gender, sexual orientation, disability status, or veteran status.

We participate in E-Verify. Please be prepared to provide acceptable documentation to verify your identity and work authorization

Note: Please do not contact our Care, Provider, or Patient Services lines regarding job postings or application status. These teams support our patients and families and are not involved in the hiring process. For all recruitment-related questions, please email talent@cartwheelcare.org.

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