Operations & Client Experience Manager

About the Company
My company is a boutique psychotherapy practice in New York City designed for thoughtful, driven professionals who want more than surface-level therapy. We help clients untangle patterns, build self-awareness, and create real, lasting change.

As the practice grows, we’re looking for someone who can help us run a tighter, smarter operation behind the scenes, while also ensuring that every client interaction feels smooth, thoughtful, and high-caliber.
This role is meant to be the engine of the business and to help it run smoother and more efficiently.

Position Overview
You’ll work closely with the founder to support both the day-to-day operations and the long-term growth of the practice.

Part of your role is execution: keeping things organized, handled, and moving forward. The other part is thinking: looking at how things are currently done and asking, “Is there a better way to do this?”

If you’re someone who enjoys building systems, improving workflows, and making things run more efficiently, this role will feel very natural to you.

This is a part-time role with the opportunity to grow in scope and responsibility as the practice expands

Core Responsibilities
1. Client Experience & Communication

You’ll help create a seamless, professional experience for every client interaction.

- Manage the shared inbox, including new inquiries and ongoing client communication
- Respond to inquiries in a timely, thoughtful, and organized way
- Coordinate scheduling changes, consultation requests, and general client needs
- Handle billing-related communication (e.g., declined cards, payment follow-ups)
- Support client retention by helping create consistent, high-quality touchpoints


2. Operations & Systems

You’ll help build the internal structure that allows the practice to grow without becoming chaotic.

- Create and refine systems, processes, and SOPs across the business
- Build and maintain internal documentation so tasks are clear and repeatable
- Ensure therapist notes and documentation are completed and up to date
- Update and maintain internal resources and workflows
- Identify inefficiencies or gaps in current systems and propose better solutions
- Support basic technical and platform coordination when needed


3. Growth & Visibility Support

You’ll support the systems that help the practice grow, without being responsible for full-scale marketing strategy.

- Maintain and update public profiles and directories (Google Business Profile, Yelp, etc.)
- Coordinate with the SEO specialist on content and visibility efforts
- Assist with content development (blog posts, worksheets, lead magnets, and other materials)
- Track and organize key metrics, including inquiries, consultations, and new clients
- Build and maintain a simple dashboard to monitor practice performance
- Conduct light competitor research and identify relevant opportunities (e.g., “best of” lists)
- Assist with website audits to ensure accuracy, clarity, and functionality


Who This Role Is For

This role is a strong fit for someone who:

- Is highly organized and naturally takes ownership of their work
- Enjoys both executing tasks and improving how those tasks are done
- Thinks critically and asks thoughtful questions instead of just following instructions
- Is reliable, detail-oriented, and consistent
- Communicates clearly and professionally in writing
- Is comfortable juggling multiple responsibilities and prioritizing effectively
- Likes being the person behind the scenes who makes everything run better

Confidentiality & Professional Responsibility

This role involves access to sensitive client information and protected health data. Maintaining strict confidentiality is essential.

- Handle all client information with care, discretion, and professionalism
- Follow established privacy and security practices at all times
- Exercise sound judgment when communicating internally and externally
- Maintain clear boundaries and respect the sensitive nature of the work


Bonus (Not Required)

- Experience with billing, bookkeeping, or financial tracking tools
- Experience working in a therapy, medical, or service-based practice
- Familiarity with electronic health record (EHR) systems
- Strong comfort with spreadsheets or data tracking
- Experience supporting content creation or SEO-related work