Head of Operations

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Operations based in the United States.** The Head of Operations will own the operational engine of a rapidly scaling healthcare technology organization, with responsibility spanning clinical operations, revenue cycle management, sales, growth, quality, compliance, finance, and HR. You will be accountable for the core metrics that determine sustainable growth, including unit economics, gross margin, and overall growth performance. This is a highly hands-on leadership role where you will work directly within the patient funnel, identify operational gaps, and turn insights into scalable systems and processes. You will establish a disciplined operating cadence across functions, ensuring teams have clear metrics, priorities, and accountability. A major focus will be building efficient, high-quality patient and advocate operations while improving the experience for the populations served. You will also champion AI-enabled operations, partnering with technology and product teams to automate workflows, increase capacity, reduce costs, and improve quality. With significant autonomy and direct influence on company strategy, this role offers the opportunity to shape operations at a pivotal stage of growth. ### Accountabilities: - Own and continuously improve the key operating metrics, including LTV/CAC, cost to serve, contribution margin, gross margin, and growth performance. - Identify operational and financial inefficiencies across the patient funnel, care delivery, and revenue cycle management, and implement solutions that improve profitability and scalability. - Establish and manage a consistent operating rhythm across clinical operations, RCM, sales, growth, quality, compliance, finance, and HR through weekly scorecards, monthly reviews, and quarterly targets. - Quickly identify root causes when operational issues arise, implement corrective actions, and establish durable processes that prevent recurring problems. - Own the end-to-end patient funnel, from initial contact and onboarding through physician and advocate interactions, engagement, and retention. - Monitor conversion rates, speed to lead, channel economics, pipeline quality, and patient drop-off points to identify opportunities for continuous improvement. - Lead the development of a high-performing advocate operation, including capacity planning, staffing models, service levels, productivity, quality assurance, and operational systems. - Improve workflows and tools so advocates can spend more time supporting patients and less time navigating internal processes. - Partner with technology and product teams to embed AI into operational workflows, including call quality assurance, summarization, follow-up, documentation, RCM, credentialing, reporting, and other manual processes. - Measure the business impact of AI initiatives, ensuring they reduce costs, increase capacity, improve quality, increase conversion, or enhance the patient experience. - Champion the patient experience by monitoring critical interactions, addressing dropped calls, missed handoffs, delayed follow-ups, and unresolved issues. - Oversee operational areas such as credentialing, contracting, claims, compliance, finance, HR, and quality control, ensuring they operate through scalable systems rather than reactive processes. - Work directly with executive leadership to influence product, go-to-market strategy, operational priorities, and readiness for future growth. - Lead with clear communication, strong accountability, and a focus on measurable outcomes across a distributed organization. **Requirements:** - 7+ years of operations experience within telehealth, technology-enabled care, consumer health technology, or a similar healthcare environment. - Demonstrated experience leading functional leaders and managing complex, cross-functional operating organizations. - Proven experience owning a patient funnel end to end, with a strong understanding of conversion rates, patient engagement, activation, retention, and operational performance. - Hands-on experience managing contact center or high-volume care operations, including staffing models, service levels, productivity, and quality assurance. - Direct exposure to revenue cycle management, credentialing, payer enrollment, or related healthcare operational functions. - Strong data-driven mindset with the ability to understand key performance metrics, identify operational issues, and move quickly from analysis to action. - Demonstrated ability to use AI tools and technologies as an integral part of operational workflows and decision-making. - Strong financial and operational judgment, particularly around unit economics, gross margin, cost to serve, and sustainable growth. - Excellent problem-solving and root-cause analysis skills, with a bias toward building scalable systems rather than relying on manual intervention. - Ability to operate effectively in high-ambiguity, high-velocity environments and prioritize competing initiatives decisively. - Strong executive presence and communication skills, with the ability to communicate effectively with diverse stakeholders, from patients and care teams to health plan and contracting leaders. - Comfortable working directly with founders and executive leadership and taking ownership of broad organizational mandates. - Experience with Medicare or Medicaid populations is a plus. - Experience helping an early-stage company scale from Series A toward Series C is preferred. - Experience operating contact centers serving senior populations is a plus. - Experience working closely with founders or executive teams within a high-growth healthcare organization is advantageous. - Willingness to work in a distributed environment primarily aligned with the Americas time zones. **Benefits:** - Competitive annual salary of $225,000–$245,000. - High-equity opportunity aligned with the organization's growth. - Fully remote work environment. - Periodic leadership team meetings in the San Francisco Bay Area. - Significant autonomy and ownership over the company's operating engine. - Direct exposure to founders and the opportunity to influence product, go-to-market strategy, and future growth readiness. - Opportunity to work on a major healthcare navigation challenge and improve access and experiences for patients. - Distributed, diverse, and collaborative working environment. - Culture focused on conscious leadership, human connection, creativity, excellence, and continuous improvement. - Equal opportunity workplace committed to diversity and inclusion.