Team Manager, Independent Facilitation - NeuroNav

Team Manager, Independent Facilitation - NeuroNav [https://app.ashbyhq.com/api/images/user-content/cca476c0-947e-4006-a2cb-409350de667a/9219bda9-48d4-49d0-b523-f3285a4d4252/image.png] TEAM MANAGER, INDEPENDENT FACILITATION Location: Remote (California) The Team Manager, Independent Facilitation is responsible for supervising, supporting, and developing a team of Independent Facilitators (IFs) who provide post‑enrollment services to individuals and families participating in California’s Self‑Determination Program (SDP). This role ensures high‑quality, person‑centered service delivery, consistent implementation of SDP requirements, and strong customer experience outcomes. The Team Manager balances people leadership with operational oversight, serving as a resource to IFs while maintaining accountability for performance, documentation, responsiveness, and compliance. The position works closely with organizational leadership, finance, and compliance teams to support sustainable service delivery across the organization. At NeuroNav, we believe people with disabilities deserve autonomy, respect, and real power over their services. Our mission is to enhance the quality of life for people with developmental disabilities through simplicity, choice — and reliable, high-quality execution. We guide families through the Self-Determination Program, a transformative approach that unlocks more creativity and flexibility in how services are delivered. ABOUT NEURONAV Founded at Stanford in 2020 with support from the Stanford Innovation Fellowship, NeuroNav is reinventing how individuals with developmental disabilities access services. Through dedicated Navigators and mission-driven experts, we’ve already helped hundreds of clients enroll in the Self-Determination Program — and we’re scaling rapidly to serve more individuals across California. RESPONSIBILITIES INCLUDE: TEAM LEADERSHIP & SUPERVISION - Provide direct supervision and coaching to a team of 10-15 IFs - Support staff performance through regular check‑ins, monitoring of key metrics, customer service intervention and escalation, and professional development feedback and planning. - Foster a culture of accountability, collaboration, and person‑centered practice. SERVICE QUALITY & OVERSIGHT - Ensure IFs deliver consistent, high-quality ongoing supports aligned with the level of service selected by the customer, which may include: - Budget and spending plan development and maintenance - Person-Centered Plan (PCP) updates - Coordination with Financial Management Service (FMS) providers and regional centers - Regular, timely, and proactive communication - Lead the formal annual review process for ongoing SDP services, building on the current model to ensure consistent, thorough, and person-centered reviews across the team. - Monitor documentation quality, timeliness, and follow-through. - Proactively identify and address service quality issues to support participant satisfaction and continuity of services. PERFORMANCE & METRICS MANAGEMENT - Track caseloads, service milestones, and operational metrics using dashboards and reporting tools. - Assist leadership with developing quarterly quotas and reviewing performance annually. - Identify trends, gaps, or barriers impacting service delivery and implement corrective actions. - Support IFs in meeting established performance expectations and service timelines. CUSTOMER EXPERIENCE & ISSUE RESOLUTION - Support IFs in managing complex situations, including family concerns, regional center coordination challenges, and funding or service disputes. - Provide guidance on de‑escalation, communication, and problem solving while maintaining professional boundaries. - Conduct customer outreach to navigate service complaints, work collaboratively with regional centers and FMS providers to find solutions to issues, and apply feedback received to coaching and performance review with the team. SYSTEMS, TOOLS & DATA INTEGRITY - Ma ... (truncated, view full listing at source)