Our client is a fast-growing technology company.  Compensation package will include base, generous equity, bonus, as well as 100% paid Health insurance, vision, and dental coverage. 

People Leadership

• Manage a multidisciplinary operations team
• Define team OKRs, set performance targets, and hold regular performance reviews.
• Foster a culture of accountability, collaboration, and professional growth.

Deployments

• Act as the primary client point of contact for all new implementations.
• Lead cross-functional coordination (clinical, product, operations) to ensure seamless deployment and readiness.
• Travel to client sites as needed to support launches, training, and quality assurance.

Customer Success and Operations

• Own end-to-end operations for existing clients — efficiency, quality, and KPI management.
• Develop and monitor key operational metrics (SLA compliance, utilization, cost per engagement, satisfaction scores).
• Drive continuous improvement through root-cause analysis and process optimization.
• Serve as the point of contact for escalated customer issues, ensuring timely resolution and communication.

Recruiting and Workforce Planning

• Define hiring priorities and staffing models based on volume forecasts and strategic initiatives.
• Collaborate with internal recruiters and external agencies to meet timelines and quality standards.
• Oversee candidate evaluation standards

Onboarding and Training

• Own new-hire onboarding processes ensuring operational compliance, readiness, and scalability.
• Continuously refine training content and delivery methods to enhance clinical, operational, and cultural alignment.

Performance Management and Optimization

• Monitor productivity and quality metrics; identify performance gaps and execute improvement plans.
• Analyze profitability drivers (utilization, time allocation, client mix) and recommend optimizations.
• Collaborate with Finance and Data teams to align resource allocation with business goals.

Strategic and Cross-Functional Collaboration

• Partner with Product and Engineering to identify technology and automation opportunities.
• Manage operational ROI reporting.
• Analyzing billable hour data and optimizing for profitability and compliance. 
• Support leadership in long-term capacity planning and organizational design.

Requirements:

• You are a strong people leader and know how to motivate a team to perform. 
• Fast-paced, external, customer-facing Operations / CX / Implementation experience. 
• Experience working in resource-constrained environments. Doing more with less.
• Hungry and scrappy. Able to independently make things happen without hand-holding.   
• Nimble thinker and problem solver. You can figure things out. 
• An appreciation for the risk/reward of an early-stage startup. Someone who naturally biases towards equity vs guaranteed salary and winning together.
• Science background is appreciated - The ability to pragmatically digest evidence and make decisions based on facts and data
• Ability to travel throughout the US as-needed.