Care Operations Associate
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Job Description
Care Operations Associate guiding families from school referral to mental-health intake. Managing high-volume calls and improving Marble’s platform processes connecting families with licensed therapists.
Responsibilities:
- Manage a caseload of referred families as their trusted point of contact from referral through intake
- Engage with families by phone, email, and other channels
- Answer questions, resolve blockers, and navigate complex cases
- Maintain consistent follow-through and re-engagement to move families toward intake
- Make 60 to 80 outbound calls daily to families referred by schools
- Help families commit to starting care and ask whether they know anyone else who could use support
- Collaborate with Growth, Product, and Engineering to unblock cases and streamline workflows
- Surface patterns where families get stuck and provide feedback on products, tools, and messaging
- Improve the intake experience and day-to-day care operations processes
Requirements:
- 3+ years of professional experience
- Experience in a startup or high-growth environment with ambiguous problem solving is ideal
- Experience in high-communication roles involving structured phone or video conversations
- Ability to manage high call volume without sacrificing quality
- Ability to build trust quickly with families, counselors, and teammates
- Ability to work through complexity and ambiguity
- Strong organizational skills for managing a detailed caseload, maintaining clean notes, and reliable daily rhythms
- Positive energy and stamina for high-volume, high-impact work
- Mission-driven interest in improving access to mental health care for children
Benefits:
- Competitive compensation
- Commission: $10,000 on-target commission
- Equity
- Full benefits
- Clear growth path
- Leadership support
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