Responsibilities

Own end-to-end strategic and operational initiatives from problem definition through implementation and measurement
Partner with department leaders to diagnose operational needs for scale and co-own improvement work, including designing lighter-touch workflows with clinical leadership
Build analytical frameworks for measuring operational performance across functions
Lead specific workstreams including driving company efficiency, measuring AI integration impact, and identifying upstream drivers of CX volume
Run cross-functional projects and take ownership of scale initiatives
Shape the Strategy & Operations function, define team operations, engagement model, and future hiring profiles

Requirements

Strong analytical foundation: structure ambiguous problems, build models/frameworks, and pressure-test conclusions
Operational instincts with bias toward closing the gap between recommendations and working operations
Credibility with highly specialized experts; ability to challenge department heads constructively
Bias to ownership; measure success by whether changes remain durable six months later
Comfort with ambiguity and white space; make judgment calls on scope and completion
Strong written and verbal communication for executive one-pagers and cross-functional working sessions

Experience in healthcare, regulated industries, or services businesses with human delivery models
Experience building an S&O, BizOps, or Chief of Staff function from scratch