Community Operations Leadership

At firsthand, we believe that the power of human connection can transform lives. We're looking for compassionate individuals who share our vision of creating a world where everyone has access to the support they need. 

If you're driven by empathy and a desire to make a real difference in the lives of individuals living with serious mental illness, we'd like to meet you.

Health Guides are an important part of our leadership team. To learn about the Health Guide role, visit this page.

Community Operations

Leadership Roles

  • The Director of Community Operations is at the heart of transforming care for individuals living with serious mental illness (SMI). This role is pivotal in managing and developing our unique holistic care model across a state.

    You will lead a dedicated team of market-level leadership, clinicians, and peer recovery specialists, fostering partnerships and ensuring a person-centric approach to care.

    This role requires exceptional leadership, organizational, and interpersonal skills to inspire teams and drive operational success.

    We're looking for candidates with:

    • Prior multi-site operational leadership in healthcare

    • Direct community experience working with individuals living with SMI

    • Strong management and supervisory skills

    • Passion for serving those living with SMI

    • Ability to develop and communicate value propositions

  • The Manager of Community Operations plays a crucial role at firsthand, focusing on overseeing the operational efficiency and effectiveness of our community-based teams.

    This position is dedicated to ensuring our holistic care model, serving individuals with serious mental illness (SMI), is implemented seamlessly within the community.

    You'll lead, motivate, and inspire teams of peers, social workers, and clinicians to deliver compassionate and scalable person-centric care.

    Responsibilities include:

    • Overseeing a large market or multiple teams

    • Supervise and coordinate activities of community-based team members.

    • Ensure consistent execution of operational and strategic plans.

    • Expand local community presence and referral networks.

    • Maintain individual and team performance to meet objectives.

    • Engage in recruitment, coaching, training, and performance management of staff.

  • The Guide Team Lead is integral to firsthand’s mission of supporting individuals with serious mental illness (SMI) through our holistic care approach.

    This role involves leading a team of peer recovery specialists and benefits specialists, ensuring that each individual receives empathetic and effective support in navigating socio-economic assistance and connecting with primary and behavioral care.

    Responsibilities include:

    • Guide and support a team of peer recovery specialists in their daily tasks.

    • Foster trust and build relationships within the community.

    • Monitor and report on team performance and individual progress.

    • Coordinate outreach and engagement activities to effectively reach and support individuals.

Our Mission

Build and scale a world-class team dedicated to delivering life-changing outcomes to individuals living with serious mental and physical illnesses.

Our Vision

A world where individuals living with serious mental and physical illnesses live their best possible lives.

Our Values

Individuals at the Center

We always do the right thing and go the extra mile for the individuals we serve, prioritizing their well-being above all else.






Bias Toward Action

We all take many small steps to stride towards our vision. We are quick to ask for help and to begin wading into new and often unfamiliar territory, knowing that our team has our back.


Seek Understanding and Remain Teachable

We assume positive intent and we lead with curiosity. All questions are welcome; we love to learn, whether about one another or ourselves.


Serious Fun

We work hard on an important mission, but we don’t take ourselves too seriously. We sprinkle fun in as much as possible!


Deliver Value

Our customers’ endorsement, support and success enables us to further our mission.



Candor and Kindness

We have an obligation to give timely, direct feedback - delivered with care for our colleagues. We sometimes disagree, but we work through our differences and grow together.

Benefits include:

  • Up to 20 days vacation annually

  • 12 paid holidays and 2 floating holidays

  • Fully paid parental leave of 16 weeks

  • Generous sick & wellness leave

  • 401(k) match of up to 4% of your salary

  • Numerous healthcare options

  • Free, unlimited telehealth & talk therapy

  • Annual personal development stipend

  • Annual bonus potential

Open Jobs

Staff Testimonials:

  • “As a Guide Team Lead (GTL), I play a crucial role in creating and maintaining the atmosphere of our office on a daily basis.

    I do outreach in the community, develop partnerships, and help foster an internal sense of inclusion, which ultimately supports a whole team approach to keeping the individuals we serve at the center of everything we do.

    I love being a GTL because I get to implement new strategies in creative ways, as well as collaborate across roles and locations. During a typical day, I spend a lot of time communicating, encouraging team members, providing feedback, and explaining goals and metrics. Sometimes I am just present to listen and understand. I appreciate how valuable and supported my Manager of Community Operations (MCO) and Director of Community Operations (DCO) make me feel.

    I’ve never worked at a company that truly embodies its values the way firsthand does. This type of work can be incredibly challenging and feel emotionally heavy at times, and I’m grateful that firsthand not only recognizes that, but encourages us as leaders to practice self-care and wellness as well.”

    -Polly, Guide Team Lead in Kingsport, TN

  • "firsthand is a special place to work. We focus on delivering life-changing outcomes for the individuals we serve.

    firsthand is a very progressive company that believes in one's right to choose their own pathway of recovery. We embrace ethnicity, culture, and diversity. I absolutely love working here.

    firsthand not only wants to support the individuals we serve, but makes daily efforts to ensure that staff can focus on their self-care, and provides great benefits to support this.

    Team culture is so important here, and I have never worked for a company that has invested more in this. Support is just a message away, and everyone is so supportive of each other.

    firsthand does a beautiful job of balancing being a for-profit company while prioritizing keeping the individuals at the center.”

    -Chase, Director of Community Operations in Ohio

  • "I was skeptical when I was first contacted by a firsthand recruiter, but he spoke with such passion and excitement about firsthand that I was eager to learn more.

    During each interview I was met with warmth and compassion. I felt like I was already part of an amazing team!

    From day one of my onboarding, I knew I had made the right decision to join firsthand. In comparison to other leadership positions that I have held, I have felt like I had had more autonomy to create a team that I am proud to lead. I also have felt a great sense of support from every leader in my role and above.

    Opportunities for growth, development and learning are beyond amazing. The diversity in the leadership team is also top tier in my opinion. I am excited to be a part of an organization who has core values that they stand behind with each interaction and that is ever growing.”

    -Amanda, Guide Team Lead in Detroit, MI

  • "firsthand has a culture of respect where everyone's opinions and contributions are valued, regardless of hierarchy or seniority.

    This has been so impactful, considering that our teams are made up of individuals who have lived experience. It creates an inclusive environment where diverse perspectives are appreciated.

    Starting as a firsthand guide and embracing our career ladder moving into Guide Team Lead (GTL) has given me an ability to not only mentor and empower team members, but to exercise a service-oriented leadership style. This has been instrumental in enhancing our collective performance and ensuring that everyone feels valued and motivated. The opportunity to work together as a team, offering assistance, sharing knowledge, and providing feedback to help each other excel is a priority. There is a strong sense of camaraderie and positive relationships among teams, creating a supportive and enjoyable work environment.

    When someone asks about where I “work,” it is a joy to be able to engage in conversation because I take pride in the work we do within our communities, our teams and the impact we make.”

    -Cristin, Guide Team Lead in Cincinnati, OH

  • "As someone who's worked within the human and social service field for over 25 years, it has been a profound experience working with a for profit company with such a social service culture.

    The intersection of the operational mind and compassionate heart that served to create the concepts and develop the operational process and policies is experienced everyday in the most intentional way I have ever experienced in all my years of service to people.

    The values that govern how we do business, how we show up for each other and the people we serve are not just ideas on paper but an ethos that is sown into and seen in every decision, interaction and effort of communication, support and development which is modelled from the CEO down. The intentionality to look after the psychological safety and positive cultural experience of the staff is significant which has made everyday, even the hard ones, a source of deep enjoyment and fulfillment.”

    -James, Director of Community Operations in Florida

  • "Working at firsthand as a Guide Team lead has been absolutely incredible. We are given the opportunity to set the tone for balancing a healthy work environment while seeing everlasting positive outcomes not only in our community but within our team.

    We are not only working on supporting our community, but also creating an atmosphere where we can grow with each other.

    During a typical day I help guide, lead, motivate and foster growth within our team. We do this by intentional 1:1s weekly with all staff, daily huddles, and moments throughout the week for serious fun!

    I have never worked for another company that supports a team to grow within their roles, while helping folks throughout their recovery and embraces serious fun while doing it.

    Every day brings challenges, but nothing that cannot be tackled with the support from your colleagues and direct supervisors. I am learning everyday in this ever-changing role. It has been truly refreshing to work for a company that changes with the times and adapts to meet not only our individuals but our staff where they are at.”

    -Staci, Guide Team Lead in Toledo, OH

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DH100 Awarded

Platinum Bell Seal

Mental Health America’s top recognition of Workplace Mental Health