Operations Lead

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

📋 Description

• Lead and manage the Patient Safety Triage Team, overseeing daily operations, standard operating procedures (SOPs), quality assurance, and the scaling of triage workflows.

• Act as the direct responsible individual (DRI) for clinical product launches that have implications for patient safety.

• Establish operational readiness, define triage logic, and create escalation pathways for new releases.

• Develop and maintain the data infrastructure related to patient safety.

• Oversee weekly operational dashboards, monthly vendor reports, and quarterly Quality & Patient Safety Reports for clinical leadership and the Board.

• Manage the relationship with crisis-support vendors, including billing reconciliation, match rate analysis, reporting, coordination, and performance management.

• Assist in quality improvement initiatives, clinical incident reporting, and real-time clinical escalation channels.

• Plan, implement, and deliver initiatives from start to finish, including objectives, timelines, and success metrics.

• Foster accountability across clinical, product, and engineering teams without formal authority.

⛳️ Requirements

• Minimum of 5 years’ experience in operational roles within high-growth companies.

• Strong preference for candidates with experience in healthcare, clinical operations, trust & safety, or other high-stakes escalation environments.

• Proven experience managing a live operational queue or team where response time and quality are critical to individuals' well-being.

• Proficient in AI and data tools such as Looker, Excel, SQL, and dashboards.

• Experience in designing scalable systems, SOPs, playbooks, and standards.

• Demonstrated ability to manage external vendor or partner relationships, including performance, reporting, and billing.

• Capable of coordinating resources and aligning priorities across various teams.

• Strong judgment under pressure with the ability to escalate situations involving patient risk.

• Authorization to work in the United States for any employer.

🏝️ Benefits

• Equity

• Comprehensive health and wellness benefits

• Retirement savings plans

• Significant ownership opportunities through equity

• Reasonable accommodations for individuals with disabilities