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.
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. 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.
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.
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