[Hiring] Program Operations Lead @Gradient AI

Role Description

Gradient AI is looking for a Program Operations Lead to own project and case management across our health underwriting products. This person will manage a portfolio of clients from implementation through ongoing service, driving cross-functional coordination, process improvement, and reporting so our operations run proactively rather than reactively.

• Own project and case management across health underwriting products, managing intake, categorization, prioritization, assignment, and end-to-end tracking of work.
• Maintain a centralized, client-by-client view of status, timelines, dependencies, risks, and priorities across the portfolio.
• Partner closely with cross-functional teams, including Product, Data Science, Data Engineering, Implementation, QA, and Client Executives.
• Champion continuous process improvement and automation across project and case management.
• Transform how we manage projects and cases by connecting workflows and data across systems.
• Build and maintain standardized, data-driven reporting on ticket volume, aging, bottlenecks, resolution rates, workload, and other KPIs.
• Help evolve the function from reactive coordination to a proactive, data-driven operating model.

Qualifications

• 7+ years of experience in service delivery, implementation management, issue and case management, or project and program coordination.
• Experience at a software or SaaS company is expected; insurance industry experience is a plus but not required.
• Strong working knowledge of Jira, Excel, and Salesforce.
• A track record of improving or automating manual reporting and tooling processes.
• Comfortable managing many concurrent workstreams with different owners and no single defined end date.
• Strong organizational skills and follow-through.
• Clear written and verbal communication skills.

Requirements

• Ability to build and maintain reports, dashboards, and trackers.
• Ability to evaluate, configure, and improve workflows, tracking, reporting, and automation within project and case management tools.
• Ability to hold cross-functional teams accountable without direct authority.

Benefits

• A fun, team-oriented startup culture.
• Generous stock options.
• Unlimited vacation days.
• Flexible schedule that supports working from home.
• Full benefits package includes medical, dental, vision, 401k, paid parental leave, and more.
• Ample opportunities to learn and take on new responsibilities.

Salary Range

$130,000-160,000 base salary annually. This role is also eligible for an annual performance bonus, equity grant, and a comprehensive benefits package.