VP, Operations

Summary

Join Parsley Health as their VP, Operations and lead the scalability and excellence of product and service delivery. You will own operational excellence in patient and provider experiences, driving business results like growth and margin expansion. This role requires strategic thinking and hands-on execution, leveraging your experience in technology-enabled healthcare and clinical operations. You'll be part of the Executive Team, reporting directly to the CEO. The primary goal is ensuring Parsley delivers a premium care experience efficiently and supportively. Key performance indicators include member retention, margin, NPS, and patient health outcomes. This role also co-owns company-level metrics, including budget targets and team culture.

Requirements

• At least 15 years of work experience in a mixture of multi-site healthcare experience, clinical and business operations, and strategic roles; startup experience is key
• At least 8 years of experience in a clinical operations capacity
• Successful track record driving change and clinical outcomes cross-functionally through both influential leadership and data-driven insights
• Strong analytical skills (Excel and Looker proficiency) with ability to do structured root cause analysis
• Exceptional structured thinking and organization skills for yourself, and broader team process building skills that balance effort with return
• Bias for action and sense of urgency
• Strong verbal and written communication skills
• Comfort creating clarity in ambiguous situations

Responsibilities

• Lead operations resulting in growth of active paying members, positive health outcomes, and team engagement, focusing on operational excellence in clinical and diagnostic service delivery
• Lead clinical operations: Partner with CEO, Medical Director, Member Experience team, Growth team, Engineering, Product and wider clinical leadership to operationalize a refined and highly efficient care delivery model resulting in positive health outcomes, strong member retention and achievement of margin targets. Manage personnel in the clinical org in partnership with medical leadership
• Define SOPs and SLAs for the clinical org; lead the rollout of and accountability to SOPs and SLAs; pilot innovative new operational strategies leveraging technology to positively impact revenue growth, margin, consistency of service offering, health outcomes, and communications
• Own and refine data streams and dashboards related to service quality, clinical outcomes, and clinical team performance to ensure transparency and accountability
• Oversee hiring, staffing models, and clinical team structure in partnership with ELT and clinical leadership, driving a high LTV patient experience supportive of provider experience and efficiently enabling scale. Oversee the clinical operations team's performance cycles (e.g. overseeing semi-annual reviews, clinical performance criteria) and measuring org performance against benchmarks
• Partner closely with product and engineering to define a product roadmap enabling achievement of member experience, growth, outcomes and margin targets
• Inform the business intelligence roadmap in partnership with the data leadership; own the fidelity and utility of key operational dashboards and operational reporting across business segments
• Partner with enterprise sales and client success functions to ensure Parsley delivers on contractual commitments, defines new contractual commitments such that the business can be successful operationally, and achieves member engagement targets
• Partner with clinical leadership and clinical operations teams to ensure both RCM and credentialing practice maximize business growth. Oversee RCM and billing in partnership with medical director, finance, and member experience teams
• Partner with external legal counsel to ensure our business and clinical operations comply with both regulation and best practices of a scaling telehealth organization
• Support our clinical team in managing clinical quality metrics and outcomes data
• Work with ELT to define quarterly and annual OKRs at both the clinical and company-wide level, working with the team to define and set ambitious but achievable targets as well as the key initiatives to achieve those targets

Preferred Qualifications

• Scale-up healthtech experience
• Experience managing OKRs across a business with various streams of revenue
• Experience steering a team to operationalize and realize business outcomes

Benefits

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend