Head of Operations

About the Opportunity

The company is hiring its founding Head of Operations. The organization's operations are powered by a strong team of individual contributors doing incredible work — but the business has grown to a point where someone is needed whose job is to make sure the pieces fit together. Right now, the credentialing, provider success, revenue cycle, and patient operations functions each have great people executing within them. What's missing is the connective tissue: someone who owns how these functions interact, surfaces gaps before they become problems, builds the processes that don't yet exist, and manages a team of four who are doing some of the most important work at the organization. This is a player-coach role. The individual will manage people and also do the work. They will think at the systems level and get into the details when it matters. This role reports directly to the CEO and will help shape what the organization's operational foundation looks like as it scales.

Key Responsibilities

• Team & People Management
  • Manage four direct reports: two Provider Success Managers, one Credentialing Manager, and one Care Navigator.
  • Ensure each team member is clear on priorities, has what they need to execute, and is developing in their role.
  • Connect the work across functions so handoffs are smooth and nothing falls through the cracks.
• Revenue Cycle Management
  • Own the pre-submission pipeline: ensure eligibility verification, pre-claim work, and claim submission processes are running smoothly and issues are caught and resolved quickly.
  • The organization uses Candid Health to handle claims scrubbing and most pre-submission workflows — the individual will need to understand how this system works, identify gaps, and improve the processes around it.
  • Manage the organization's relationship with its post-submission RCM vendor, who handles claim denials, rejections, stale claims, and revenue recovery — tracking their performance, holding them accountable, and escalating issues as needed.
  • Build operational structure around RCM workflows that currently sit in informal ownership, with a long-term goal of hiring a dedicated RCM lead.
• Provider Success & Credentialing
  • Own operational outcomes for provider onboarding and credentialing: pipeline health, timeline, and quality.
  • Support the Provider Success team in building and refining the systems, resources, and SOPs that help doulas successfully navigate insurance.
  • Ensure the credentialing pipeline is prioritized, tracked, and moving efficiently.
• Patient Operations
  • Stand up the operational infrastructure for the organization's patient referral and care navigation function, a new and growing line of business.
  • Partner with the Care Navigator and cross-functional teams to build the workflows, SOPs, and tools this function needs to scale.
  • Own the operational roadmap for patient operations as this part of the business develops.
• Process & Systems
  • Identify where process is missing, informal, or unclear and build what's needed.
  • Create and maintain documentation so that how the organization operates is visible and accessible — not just in people's heads.
  • Flag operational risks and inefficiencies to leadership before they become blockers.

You Are

• A player-coach: energized by managing a team and also by doing the work yourself, especially when something needs to get built from scratch.
• Highly organized and systems-minded: sees how things connect, notices when they don't, and knows how to fix it.
• A strong communicator and manager: team members feel supported, aligned, and know exactly what they're working toward.
• Comfortable with ambiguity: does not need perfect information to make good decisions or move forward.
• Curious and detail-oriented: cares about getting things right and will dig into the nuances of a workflow, a vendor relationship, or a process gap until it's resolved.
• Mission-driven: cares about perinatal health equity and understands that great operations directly expand access to care for families.

Your Experience

Possesses 5+ years of experience in healthcare operations. Has been an early operator at a startup — understands what it means to build systems from scratch, operate without a complete playbook, and scale a function through periods of rapid change. Specifically, has:

• Managed a team and helped each person grow, prioritize, and execute well.
• Owned complex operational workflows end to end, including building processes where none existed.
• Worked across functions to solve problems that don't belong to any single team.
• Navigated a fast-moving, early-stage environment where priorities shift and the answer isn't always obvious.
• Bonus: direct experience in payer contracting, revenue cycle management (including familiarity with Candid Health), or provider credentialing workflows.

Compensation & Benefits

• Competitive salary commensurate with experience
• Generous equity package
• Unlimited PTO
• Medical, dental, and vision coverage — FSA & HSA options
• Access to One Medical, Talkiatry, Peloton, Kindbody, and more
• Short & Long term disability insurance, Life insurance
• Team fun! Dinners, activities, retreats

Pay

$175K – $200K • Offers Equity