Senior Operations Manager, Infrastructure

Responsibilities

• Serve as the decision-maker and process architect for every request that falls outside standard product boundaries
• Field escalations from Sales, Operations, and Account Management, evaluate feasibility and business fit, and drive fast, defensible resolutions
• Own EHR Credentialing operations across a team of four: map workflows end-to-end, eliminate manual and error-prone steps through automation, and track cycle time, error rate, backlog size, and automation coverage
• Provide the operational backbone for Business Operations: own onboarding, offboarding, and documentation management workflows to ensure ongoing compliance
• Codify exceptions triage, credentialing, and BizOps workflows into documented playbooks
• Leverage AI tools and internal platforms like Retool and Vercel to eliminate manual work
• Establish the team's operating cadence through weekly reviews, SLA reports, and cross-functional syncs

Requirements

• 5–8 years in operations, product operations, or technical operations (ideally in high-growth SaaS or healthcare technology) with demonstrated experience owning cross-functional processes that required triage, judgment, and stakeholder alignment
• Experience managing a small team, setting priorities, tracking output, and holding people accountable to SLAs while balancing competing commercial and operational needs
• Hands-on experience with SQL and BI or internal tooling platforms (Looker Studio, Retool, Power BI, Tableau, or similar) to build reporting that stakeholders actually use
• Strong process design instincts: think in systems, document them clearly, and build playbooks that survive personnel changes
• Exceptional written and verbal communication: equally fluent writing policy documents, exception recommendations, and executive summaries

Nice-to-Haves

• Background in healthcare technology, EHR systems, or clinical workflow operations with familiarity in the credentialing landscape
• Experience in BizOps, GTM Ops, or Revenue Operations supporting Sales or Account Management teams, ideally at the boundary between Product and commercial functions
• Familiarity with AI tools and LLMs for automating repetitive workflows, and enough experience with low-code platforms like Retool or Vercel to collaborate effectively with technical builders
• Obsessively organized but adaptable: hold complex portfolios without losing the thread when priorities shift, and manage upward proactively without being asked
• A systems thinker and low-ego operator who translates process needs into scalable solutions and builds trust through consistent follow-through
• Someone who can say no clearly and fairly with a documented reason and make high-stakes, manual processes clean, transparent, and repeatable