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

• Maintain competency in all systems and tools utilized by the company and be able to guide and teach team members to use them effectively.

• Ensure all IFs are trained and proficient in required systems and tools, including HubSpot and other internal platforms.

• Establish clear expectations for data accuracy, completeness, and consistency across all client records and workflows.

• Monitor and support data cleanliness and system usage, addressing gaps through training, process improvements, or corrective action as needed.

• Promote understanding of how accurate data supports reporting, service quality, compliance, and client experience.

• Partner with leadership and operations teams to refine systems, workflows, and tool usage over time.

Training & Professional Development

• Ensure IFs remain current on SDP directives, DDS guidance, and internal policies.

• Support onboarding, ongoing training, and peer learning opportunities for the IF team.

• Participate in external facing opportunities to represent the company such as webinars, office hours, conference tables, trainings, and community partnership events and groups.

Cross‑Functional Collaboration

• Collaborate with leadership, finance, and compliance teams to align service delivery practices.

• Provide feedback to support continuous improvement of systems, policies, and workflows.
  
  

What You’ll Bring

Required Experience:

• Bachelor’s degree or equivalent relevant work experience.

• Experience supervising staff in roles requiring adherence to strict deadlines and managing multiple projects or a caseload of individuals.

• Strong organizational skills with the ability to manage multiple priorities.

• Demonstrated customer service, communication, and problem‑solving skills.

• Comfort working in a remote, collaborative environment.

Preferred Experience:

• Knowledge of California’s Self‑Determination Program and regional center system.

• Experience providing or overseeing Independent Facilitation or similar services.

• Experience working with CRM or case management systems (e.g., HubSpot).

Compensation & Benefits:

• Salary Range: $85,000–$95,000 annually, depending on experience and location

• Remote‑first work environment (California‑based role)

• Health, dental, and vision insurance

• 401(k)

• Paid time off: 14 PTO days plus 7 flex/sick days annually

• Annual company retreat