6+ years of experience in Operations, Strategy, or equivalent.
Previous startup experience and/or ability to thrive in a fluid environment and willingness to get hands dirty.
Experience scaling teams, with a focus on investing in coaching and development of your team.
Data-driven and analytical in mindset. You can look at any dataset and know the right areas to look into to source actionable insights & strategies, and you know how to explain data in a digestible way.
Proven record of structuring projects and programs and working with a diverse group of stakeholders to achieve goals.
Strategic mindset. When making a decision, can think ahead with scale in mind.
Exceptional communicator and influencer. Should be able to collaborate with other team members to make sure our growth efforts are well executed.
Talent magnet who can attract great people and build a strong team. Manage and nurture the team members.
Strong grasp of consumer insights and a customer-centric mindset. Desire to understand the members’ motivations and customer experience.
Experience using looker (or equivalent) and extremely proficient in the use of spreadsheets (advanced level).
Ability to handle chaos, ambiguity, and complexity in a detailed and organized way.
Responsibilities:
Scale our Operations team of Physical Therapists as we grow, ensuring staffing is optimized to demand all year round by leading accurate forecasting and tweaking FTE capacity as needed.
Establish success metrics and allocate resources to optimize performance and growth. Monitor, analyze, and report on key performance indicators (KPIs), providing insights to inform operational and product strategies.
Own and develop the best model for hiring and training. Continue to optimize this model to ensure we balance efficiency with superior customer experience.
Partner with Product & Tech leadership to identify opportunities for process and automation improvements, and lead the roll-out of these initiatives.
Drive performance on key metrics: PT:Member ratio, clinical outcomes, member engagement, member retention, member satisfaction, and cost-to-serve.
Ideate and run at speed & scale experiments on members' UX to keep elevating the member and PT experience. Run continuous improvement efforts by analyzing processes and metrics - continually striving for operational excellence.
In collaboration with Supply Chain team, own our kit and device strategy, ensuring we are optimized for cost, quality and demand.
Provide strategic and tactical insights on operational aspects of the member experience to the clinical development teams to support continued clinical outcome expansion.
Lead, motivate, and develop an outcome-driven team. Create a climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality performers at all levels.