Operations Lead
New
H
HeadwayMental Healthcare
Location: RemoteFull-TimeLead
Salary$95.2K - $140K
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Job Details
- Experience
- 5+ years of experience in operational roles
- Required Skills
- Project ManagementSQLData AnalysisMicrosoft ExcelLooker
Requirements
- 5+ years of experience in operational roles at high-growth companies.
- Experience in healthcare, clinical operations, trust & safety, or high-stakes escalation environments strongly preferred.
- Proven ability to run a live operational queue where response time and quality impact outcomes.
- Strong problem-solving skills with the ability to deconstruct complex problems into testable components.
- Proficiency in AI and data tools such as Looker, SQL, and Excel for reporting and validation.
- Experience designing scalable operational systems, SOPs, and playbooks.
- Demonstrated success in managing external vendor or partner relationships.
- Ability to coordinate resources and align priorities across product, engineering, and clinical teams.
- Sound judgment under pressure, specifically regarding patient risk and escalation protocols.
Responsibilities
- Own and operate the Patient Safety Triage Team, including daily operations, SOP maintenance, and quality assurance.
- Serve as the operations DRI for Clinical Product launches by defining triage logic and escalation pathways.
- Build and maintain patient safety data infrastructure, including operating dashboards and quarterly Quality & Patient Safety Reports.
- Manage crisis-support vendor relationships, covering billing, performance management, and reporting.
- Support quality improvement workstreams, clinical incident reporting, and live clinical escalation channels.
- Plan and execute end-to-end initiatives, driving cross-functional accountability.
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