Operations Manager

Summary

Join Sword Health, a Forbes Best Startup Employer, as a dynamic Operations Manager. You will play a key leadership role in shaping and driving the success of our operations across Member Operations, Client Operations, and Strategy and Operations. This pivotal role requires flexibility, problem-solving skills, and the ability to manage and motivate a team. You will oversee the entire member and client journey, implement process improvements, and utilize data-driven insights to optimize team performance. Sword Health offers a fast-paced, collaborative environment with opportunities for career development and growth. We are looking for an experienced operations leader who thrives in dynamic settings and is passionate about making a tangible impact.

Requirements

• 4+ years of experience in management roles, namely in operations, process optimization, customer success and experience, project management, implementation, or related fields
• Proven ability to lead, manage, and motivate cross-functional teams in a fast-paced environment
• Strong critical thinking skills, with the ability to troubleshoot and solve complex issues quickly and efficiently
• Experience in handling data analysis, creating reports, dashboards, and tracking key performance indicators (KPIs)
• Exceptional problem-solving abilities, with a keen eye for identifying process inefficiencies and areas for improvement
• Strong communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external stakeholders
• A solid understanding of operational workflows and best practices across member and client management
• Ability to thrive in a constantly evolving environment, handling ambiguity with resilience and flexibility

Responsibilities

• Lead and support the Member Operations, Client Operations, and Strategy and Operations teams, with a focus on ensuring seamless cross-functional coordination and process optimization
• Oversee the entire member journey, from enrollment through to their exit, ensuring a smooth, positive experience while handling escalations, customer support, and proactive process improvements
• Manage the full client lifecycle, including implementations, configurations, and ongoing coordination with internal teams (marketing, revenue, sales, product) to ensure clients are onboarded as contracted
• Identify and implement improvements to internal and external processes, ensuring high-quality client and member experiences
• Handle particular use cases, uncovering the root cause, issues, and needs, creating solutions, and incorporating them into current and ever-changing processes to establish standard resolutions
• Use data-driven insights to create dashboards, monitor and control metrics, and drive performance optimization for team operations
• Work closely with the Strategy and Operations team to align on product requests, improvements, and new feature designs that support both member and client needs
• Manage team performance, ensuring motivation, development, and support while fostering a collaborative, problem-solving culture
• Develop and ensure adherence to operational best practices across all teams, ensuring alignment with company goals and objectives while continuously optimizing workflows and systems for maximum efficiency and impact

Preferred Qualifications

• A mindset of continuous improvement and a drive to optimize all aspects of operations, from internal processes to client and member journeys
• Experience in creating and refining operational workflows and implementing scalable solutions
• Strong decision-making abilities, with the capacity to see the bigger picture while addressing immediate needs
• Demonstrated ability to manage both short-term and long-term goals, balancing day-to-day tasks with strategic initiatives
• Familiarity with the challenges of managing teams through periods of transition and change
• Knowledge or experience working in customer success, or other customer-centric industries is a plus

Benefits

• A stimulating, fast-paced environment with lots of room for creativity
• A bright future at a promising high-tech startup company
• Career development and growth, with a competitive salary
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare
• A flexible environment where you can control your hours (remotely) with unlimited vacation
• Access to our health and well-being program (digital therapist sessions)
• Remote or Hybrid work policy
• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to our Learning Platform