Manager, Strategy & Operations – Telehealth

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and manage the operational framework for Patiently™, a telehealth service addressing multiple conditions.

• Oversee daily coordination and performance across clinical and provider workflows, pharmacy and fulfillment partnerships, customer support, and platform collaborations.

• Maintain operational relationships with clinical, provider, telehealth platform, pharmacy, and fulfillment partners.

• Ensure a seamless patient journey from intake to provider review, treatment, and ongoing care.

• Identify workflow inefficiencies and spearhead cross-functional resolution of root causes.

• Develop contingency strategies for capacity limitations, shortages, and partner disruptions.

• Define roles and handoffs among providers, pharmacies, customer support, and technology partners.

• Lead preparations for launches, encompassing workflows, escalation paths, reporting, and contingency plans.

• Collaborate with customer support to eliminate operational barriers and enhance patient experience.

• Facilitate the resolution of intricate clinical, pharmacy, payment, and partner-related issues.

• Leverage operational metrics to enhance business performance.

• Create SOPs, playbooks, controls, and repeatable operational rhythms to promote scalability.

• Work collaboratively across departments including Marketing, Product, Analytics, CS, Finance, and Operations.

⛳️ Requirements

• At least 5+ years of experience in healthcare operations, telehealth, or similarly complex regulated environments.

• Proven experience managing external partners against established service levels and business objectives.

• Strong grasp of operational workflows with the capability to diagnose issues across various organizations and systems.

• Demonstrated success in creating processes, reporting, and operational rhythms in a growing and evolving business.

• Excellent analytical judgment: adept at utilizing data to identify risks, priorities, and performance metrics.

• Ownership mentality with a hands-on approach: investigate specific issues while developing scalable solutions.

• Ability to navigate ambiguity: make progress even when every process or ownership boundary is not fully delineated.

• Preferred: experience in a multi-condition telehealth or digital health environment.

• Preferred: direct experience with provider networks, pharmacy partners, or prescription fulfillment.

• Preferred: experience supporting employer, benefits, or B2B healthcare programs.

• Preferred: experience transitioning from outsourced operations to internally managed capabilities.

• Preferred: familiarity with healthcare compliance, patient privacy, and regulatory environments.

• Manager level: minimum of 5 years of experience in healthcare operations, telehealth, provider operations, or pharmacy operations.

• Senior Manager level: 5–8+ years of experience in digital health operations, including comprehensive management of multiple stakeholders, platforms, and complex regulated environments.

• Senior Manager level: experience establishing operational processes from the ground up with minimal guidance.

• Senior Manager level: proven track record of reporting to cross-functional stakeholders/leadership on operational performance.

🏝️ Benefits

• Discretionary Annual Bonus Eligibility: Up to 15%.

• Medical, Dental, Vision, and 401K with a company match.

• Dependent Care, FSA & HSA accounts.

• Paid Parental & Bonding Leave.

• Flexible PTO & office closure on all major holidays.

• Monthly wellness & internet reimbursements.

• Professional development including certification support & leadership coaching.

• Mental Health resources.

• 100% remote within the United States.

• Must be able to work EST hours.