[Hiring] Operations Manager @Willow Health

Role Description

Lead cross-functional operational projects from concept through implementation - owning project plans, timelines, milestones, success metrics, and stakeholder alignment with minimal oversight. Example projects include:

• New retail kiosk launches
• Patient feedback initiatives
• Training program development
• New operational system implementations
• Company-wide process improvements

Design, document, and implement scalable operational processes by:

• Creating and maintaining SOPs, workflows, and internal playbooks
• Standardizing processes across departments

Build and maintain ClickUp workflows, automations, and project templates; identify opportunities to automate manual work.

Develop dashboards, reporting, and operational metrics that give leadership visibility into key initiatives.

Serve as an operational partner to department leaders across:

• Clinical Operations
• Compliance
• Marketing
• Customer Experience
• Retail Operations
• HR
• Finance
• Product

Own operational documentation and knowledge management, including:

• Implementation guides
• Process maps
• Training documentation that support onboarding and scale

Support strategic initiatives such as:

• Vendor onboarding
• Executive summaries and project updates
• Action-item tracking
• High-priority operational needs as the business evolves

Qualifications

• 7+ years in operations, with time spent running internal or business operations at a company of roughly 100 to 300 people, ideally through a period of professionalization (moving from founder-run to system-run)
• Experience managing and developing direct reports
• Demonstrated success leading full-cycle cross-functional initiatives, and a track record of building org-wide programs end to end
• Systems-minded: comfortable owning a SaaS stack, designing processes people will actually follow, and using automation and AI tools to reduce administrative load
• Proven ability crafting SOPs, playbooks, and organizational documentation
• Strong analytical and problem-solving capabilities
• Experience working with a distributed team across multiple countries and time zones
• Able to work independently and carry complex projects end to end without close guidance in a dynamic environment
• Eastern time zone availability

Benefits

• Flexible hours
• Work wherever you choose
• Fun and casual work environment
• Employee engagement activities and virtual gatherings
• We are a diverse, global team! 🌍