[Hiring] Operations Lead @Di Rezze Family Office

Role Description

The Operations Lead owns the day-to-day machinery behind the patient experience. You will coordinate the moving parts that sit between a patient signing up and a patient receiving care:

• Lab orders and results workflows
• Pharmacy fulfillment tracking
• Clinical scheduling operations
• Vendor coordination
• Escalation management

You will be the person who notices when something is stuck, finds out why, and fixes the process so it does not happen again. This is a hands-on role reporting directly to the founding team, with significant ownership from day one as we launch and scale.

What You Will Do

• Own operational workflows across the patient journey: onboarding, lab fulfillment, clinical visit scheduling, prescription fulfillment tracking, and renewals.
• Monitor daily operations dashboards and queues; identify stuck orders, missed handoffs, and SLA breaches, and drive them to resolution.
• Coordinate with external diagnostic, clinical, and pharmacy partners on order status, exceptions, and escalations.
• Build and maintain SOPs, runbooks, and escalation paths; document everything so processes survive beyond any one person.
• Track and report operational KPIs (turnaround times, fulfillment rates, escalation volume, first-pass yield) to leadership weekly.
• Manage critical results and urgent escalation workflows with precision, ensuring clinical items reach the treating board-certified OB-GYNs promptly and are documented end to end.
• Partner with the Customer Support Lead so patient-facing communication and back-office operations stay in sync.
• Support launch readiness testing, then own post-launch operational stability and continuous improvement.

Qualifications

• 5+ years in operations roles, with at least 2 years in healthcare operations (telehealth, digital health, clinics, diagnostics, or pharmacy) required.
• Direct-to-consumer (DTC) experience required: you have run operations for a consumer subscription or e-commerce business and understand fulfillment, churn-sensitive service levels, and consumer expectations.
• Working knowledge of HIPAA and handling of protected health information; you treat patient data with discipline.
• Strong process instincts: you build SOPs by default and are rigorous about documentation and follow-through.
• Fluent written and spoken English; confident communicating with US-based partners and vendors.
• Comfortable in modern tooling: spreadsheets at an advanced level, plus project and knowledge tools such as Notion and Slack.
• Able to work US Eastern Time hours consistently.

Nice to Have

• Experience at a telehealth or digital health startup during a product launch.
• Exposure to women's health, lab diagnostics logistics, or pharmacy fulfillment.
• Experience managing or mentoring junior operations staff.

Details

• Remote, based in the Philippines.
• Schedule aligned to United States Eastern Time business hours, with flexibility during launch periods.
• Full-time, direct hire on SPHERE HEALTH payroll.
• Independent Contractor