Operations Lead
Owns patient-safety triage operations, clinical product-launch readiness, safety reporting, and vendor performance. The role requires 5+ years in operations, strong data and process-design skills, and sound judgment in high-stakes escalation environments.
About the job
Responsibilities
- Own and operate the Patient Safety Triage Team, including daily operations, SOPs, quality assurance, and scalable triage workflows.
- Serve as the operations DRI for clinical product launches with patient-safety implications; define readiness plans, triage logic, and escalation pathways.
- Build and maintain patient-safety data infrastructure, including weekly dashboards, monthly vendor reporting, and quarterly Quality & Patient Safety Reports for clinical leadership and the Board.
- Manage the crisis-support vendor relationship, including billing reconciliation, match-rate analysis, reporting, coordination, and performance management.
- Support quality-improvement workstreams, clinical incident reporting, and live clinical escalation channels.
- Plan and deliver initiatives end to end with clear objectives, timelines, success metrics, and cross-functional accountability.
Requirements
- 5+ years of experience in operational roles at high-growth companies.
- Experience with healthcare, clinical operations, trust and safety, or another high-stakes escalation environment preferred.
- Experience running a live operational queue or team where response time and quality affect people’s wellbeing.
- Strong problem-solving, structured thinking, judgment under pressure, and comfort working through ambiguity.
- Proficiency with AI and data tools such as Looker, Excel, SQL, and dashboards.
- Experience designing scalable systems and codifying processes into SOPs, playbooks, and standards.
- Experience managing external vendors or partner relationships, including performance, reporting, and billing.
- Ability to coordinate resources and priorities across clinical, product, and engineering teams without formal authority.
- Ability to recognize and escalate patient-risk situations appropriately.
Compensation
- Annual salary range: $95,200–$140,000.
Skills
Looker, Excel, SQL, Dashboards, Quality Assurance, Sop Development, Vendor Management, Billing Reconciliation, Data Reporting, Incident Reporting
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