Care Delivery Manager

About Naluri

We are a digital health therapeutics company operating across SEA, focused on the intersection of mental health and physical chronic diseases. We combine behavioural science, psychology, data science and digital design to help companies, healthcare providers, and ultimately, people on achieving a healthier lifestyle.

Visit our website to learn more about us: https://www.naluri.life/

What You'll Be Doing:

At Naluri, we’re all about transforming lives through our care and support services, and the Care Delivery Manager plays a key role in making that happen.

Job Responsibilities

Digital & Onsite Care Operations

• Oversee day-to-day operations of health digital coaching programs across multiple shifts and channels (LINE, coaching platform, IG, email).
• Manage digital coaching tools to ensure timely responses and adherence to service standards.
• Schedule coaches for events, consultations, and careline shifts, including roster planning and adherence tracking.
• Serve as the first point of contact for app members, handling administrative queries and coordinating with HQ for issue resolution.
• Recruit, onboard, and manage part-time or project-based coaches for events, consultations, and other initiatives.
• Oversee Naluri Thailand careline operations, including SOP compliance and performance reviews.
• Optimize operational efficiencies by redesigning SOPs, escalation protocols, and workflows.

Program & Content Support

• Collaborate with Program Coordinators and Marketing to support new health program launches, digital campaigns, and content initiatives.
• Quality check user interfaces (UIs) and marketing material translations in collaboration with HQ on a regular basis.
• Plan, create, and publish health-related content and graphics for LINE, Instagram, email, and in-app messaging.
• Contribute to event ideation, logistics coordination, and execution of webinars, workshops, and live events.
• Source and evaluate potential merchandise or program-related products.

Team & Performance Management

• Supervise multidisciplinary teams, including psychologists, digital coaches, clinicians, Team Leads, and interns.
• Monitor coaches’ adherence to protocols (e.g., response times, Session Rating Scores), generate performance reports, and recommend improvements.
• Gather customer feedback, review care delivery processes, and lead discussions to enhance engagement and service quality.
• Lead training, onboarding, and skill-building sessions, including simulations, peer reviews, and workshops.

HR, Payroll & Compliance Coordination

• Support recruitment, onboarding, and ongoing training in collaboration with HR and clinical leads.
• Manage monthly payroll inputs, attendance tracking, and statutory compliance (SSO, taxes, leave) for the care delivery team.
• Serve as the primary point of contact for HR support from coaches and coordinate with People Lead to resolve issues.

What You’ll Bring:

• Fluency in both Thai and English (written and spoken). You’ll be engaging with both local members and teams, so this is essential.
• 4 to 7 years of experience in managing care delivery or service teams, preferably in Thailand or within the region. Have experience managing 24/7 care lines or telephone lines.
• Strong leadership skills with proven experience in motivating teams, handling day-to-day operations, and delivering on performance targets.
• A track record of improving processes and implementing strategic initiatives in a service delivery environment.

Perks:

• Flexible Paid Time-Off: We believe in work-life balance!
• Medical Insurance: Your well-being is our priority.
• Free use of our digital healthcare app, providing 24/7 access to medical experts.
• Free therapy sessions: Mental health matters too!

Our Culture:

• We empower teams to prioritise customer value and plan their way to achieve it.
• We love our get-togethers - be they virtual or physical, over lunch or evening outings.
• We encourage the use of our unlimited vacation days policy! (just ensure your team isn't left in the lurch)
• We thrive on principles like "Act like an Owner", "Keep it Simple", "Try and Error", "Fail fast", "Disagree and Commit", and "Think Big".

Our People:

We're a diverse group of Scuba Divers, Cooks, Travelers, and Enigmatologists (you might need to Google that!), Video Gamer heroes, Movie Buffs, Readers, Swimmers, Board Gamers, Music Lovers, every other variety of people. You'll find a friend in someone here!

Growth Opportunities:

Working with state-of-the-art AI technologies and the latest tools, you'll be learning from industry experts in a practical data-driven business environment. Bring your ideas, see them come to life, and impact our business and the people we serve.