Senior Operations Manager, Infrastructure

About the role

This is not a conventional scope management role. You'll serve as the decision-maker and process architect for every request that falls outside standard product boundaries, fielding escalations from Sales, Operations, and Account Management, evaluating feasibility and business fit, and driving fast, defensible resolutions. You'll sit at the intersection of product, operations, and customer service, holding the line on scope while remaining a trusted partner to the business and building the systems that make both possible at scale.

Responsibilities

• EHR Credentialing operations across a team of four, mapping workflows end-to-end, eliminating manual and error-prone steps through automation, and tracking the metrics that matter: cycle time, error rate, backlog size, and automation coverage.
• Provide the operational backbone for Business Operations, owning onboarding, offboarding, and documentation management workflows to ensure ongoing compliance.
• Achieve process architecture, codify exceptions triage, credentialing, and BizOps workflows into documented playbooks, leveraging AI tools and internal platforms like Retool and Vercel to eliminate manual work, and establish the team's operating cadence through weekly reviews, SLA reports, and cross-functional syncs.

Requirements

• 5–8 years in operations, product operations, or technical operations, ideally in high-growth SaaS or healthcare technology with demonstrated experience owning cross-functional processes that required triage, judgment, and stakeholder alignment.
• Hands-on experience with SQL and BI or internal tooling platforms (Looker Studio, Retool, Power BI, Tableau, or similar) to build reporting that stakeholders actually use.
• Strong process design instincts and you think in systems, document them clearly, and build playbooks that survive personnel changes.
• Exceptional written and verbal communication: equally fluent writing policy documents, exception recommendations, and executive summaries.

Preferred Background

• Background in healthcare technology, EHR systems, or clinical workflow operations with familiarity in the credentialing landscape.
• Experience in BizOps, GTM Ops, or Revenue Operations supporting Sales or Account Management teams, ideally at the boundary between Product and commercial functions.
• Familiarity with AI tools and LLMs for automating repetitive workflows, and enough experience with low-code platforms like Retool or Vercel to collaborate effectively with technical builders.
• Obsessively organized but adaptable - you hold complex portfolios without losing the thread when priorities shift, and you manage upward proactively without being asked.
• A systems thinker and low-ego operator who translates process needs into scalable solutions and builds trust through consistent follow-through.
• Someone who can say no clearly and fairly with a documented reason and make high-stakes, manual processes clean, transparent, and repeatable.