SWORD Health is hiring a
Head of Operations

Summary

Join Sword Health as the Head of Operations to help scale a new business line, Sword Move, driving major growth for Sword Health. You will own our team of Physical Therapists, CX, and overall operational strategy, hiring a strong team, improving processes for operational effectiveness and efficiency, and partnering with Product & Tech leadership to identify opportunities for process and automation improvements.

Requirements

• 6+ years of experience in Operations, Strategy, or equivalent
• Previous startup experience and/or ability to thrive in a fluid environment and willingness to get hands dirty
• Experience scaling teams, with a focus on investing in coaching and development of your team
• Data-driven and analytical in mindset. You can look at any dataset and know the right areas to look into to source actionable insights & strategies, and you know how to explain data in a digestible way
• Proven record of structuring projects and programs and working with a diverse group of stakeholders to achieve goals
• Strategic mindset. When making a decision, can think ahead with scale in mind
• Exceptional communicator and influencer. Should be able to collaborate with other team members to make sure our growth efforts are well executed
• Talent magnet who can attract great people and build a strong team. Manage and nurture the team members
• Strong grasp of consumer insights and a customer-centric mindset. Desire to understand the members’ motivations and customer experience
• Experience using Looker (or equivalent) and extremely proficient in the use of spreadsheets (advanced level)
• Ability to handle chaos, ambiguity, and complexity in a detailed and organized way

Responsibilities

• Scale our Operations team of Physical Therapists as we grow, ensuring staffing is optimized to demand all year round by leading accurate forecasting and tweaking FTE capacity as needed
• Data analysis and reporting: Establish success metrics and allocate resources to optimize performance and growth. Monitor, analyze, and report on key performance indicators (KPIs), providing insights to inform operational and product strategies
• Own and develop the best model for hiring and training. Continue to optimize this model to ensure we balance efficiency with superior customer experience
• Partner with Product & Tech leadership to identify opportunities for process and automation improvements, and lead the roll-out of these initiatives
• Drive performance on key metrics: PT:Member ratio, clinical outcomes, member engagement, member retention, member satisfaction, and cost-to -serve
• Ideate and run at speed & scale experiments on members' UX to keep elevating the member and PT experience. Run continuous improvement efforts by analyzing processes and metrics - continually striving for operational excellence
• In collaboration with Supply Chain team, own our kit and device strategy, ensuring we are optimized for cost, quality and demand
• Clinical partnership: Provide strategic and tactical insights on operational aspects of the member experience to the clinical development teams to support continued clinical outcome expansion

Preferred Qualifications

• Outstanding interpersonal, coaching and strategic thinking skills with the ability to communicate within all levels of the organization
• Known for building culture with a mission-driven approach

Benefits

• Comprehensive health, dental and vision insurance*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family
• Meal allowance
• Remote work allowance
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to Coursera Learning Platform