Head of Operations

Summary

Join Sword Health, a Forbes Best Startup Employer, and help build a pain-free world powered by AI! Lead and develop a 100+ member team, focusing on member experience, staffing optimization, and operational efficiency. Develop data-driven strategies, optimize staffing models, and identify process improvement opportunities. Collaborate with clinical and technical teams, analyze key performance indicators (KPIs), and manage the operational budget. This role requires 6+ years of experience in operations or strategy, startup experience, and strong analytical and communication skills. The position offers competitive benefits, including health insurance, remote work options, and flexible hours.

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

• Lead, motivate, and develop an outcome-driven team with 100+ members with diverse profiles
• Attract, inspire and grow leaders to instill culture of excellence and bias to action in their teams
• Build data and research backed strategies at scale & speed to elevate our member’s operational UX and further improve their engagement
• All of this with initiatives run by your team and/or in partnership withTech & Product
• Develop, run and continuously optimize our existing staffing model to ensure both a superior member experience and optimal staffing utilization
• Identify opportunities for process and automation improvements with an AI-first mentality across the orgs and partner with Tech, AI and Product to scale our operations
• Provide strategic and tactical insights on operational aspects of the member experience to the clinical development teams to support continued clinical outcome expansion
• 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
• Lead high-performance organization of 100+ team members
• Develop, implement, and monitor financials and budget for the operations org. and identify & execute on opportunities for efficiency improvements
• Support/lead cross-functional projects that’ll support efficient & effective scaling of Sword in a key stage of our growth

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
• Motivated by challenges and bring a positive tone, an eye for solutions and an energy for rolling up their sleeves and doing whatever needs to be done
• A problem solver who takes ownership and loves to learn
• High IQ/EQ
• Leads with humility, integrity, and intellect
• Proven ability to re-prioritize and work quickly and efficiently
• Attention to detail, multi-tasking, and strong follow-through required

Benefits

• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Discretionary vacation
• Snacks and beverages
• English class