[Hiring] Senior Manager, Provider Operations Strategy & Programs @Steno

Role Description

• Partner with the Sr. Director to define and prioritize quarterly initiatives that span multiple pillars or require cross-functional coordination, developing comprehensive program briefs with scope, stakeholders, timeline, resource needs, success metrics, and dependencies.
• Drive programs from initiation to close-out, tracking progress against milestones, escalating blockers early, and measuring outcomes—both quantitative (fill rate impact, cost savings, cycle time) and qualitative (process improvement, team alignment).
• Work with pillar leaders to document how core functions actually operate and design systems and tooling that scale processes without scaling headcount — playbooks, checklists, SLAs, decision trees that a new team member can execute on day one.
• Audit for gaps, redundancies, and hand-off friction; recommend changes and track implementation.
• Act as the connective lens across Quality of Service, Staffing, Experience, Growth, Analytics, Strategy & Programs — collecting signals from each pillar and flagging conflicts or opportunities early.
• Manage relationships between Provider Ops and cross-functional partners (Sales, Product, Support), proactively communicating constraints and capacity.
• Run quarterly planning sessions with pillar leaders to align on roadmap and surface risks and dependencies.
• Maintain a forward-looking view of what’s coming in the next 8 weeks that could surprise the business, including market shifts and product changes that affect provider strategy.
• Manage project managers, developing their scope and mentoring them into more complex projects.
• Evaluate automation and AI tools with pillar leaders, knowing where technology truly changes the economics versus where it adds unnecessary complexity.

Qualifications

• 6+ years of experience in operations, business operations, or program management—or equivalent leadership impact in a relevant domain.
• Demonstrated track record of managing cross-functional work without positional authority.
• Strong written and verbal communication skills.
• Comfort with ambiguity and high-stakes decision-making with incomplete information.

Requirements

• You’ve successfully managed 3+ concurrent programs across multiple teams without formal authority over those teams; you’re comfortable with ambiguity and track dependencies naturally.
• You’ve built or substantially improved a repeatable process that scaled with the business; you understand how to balance documentation with flexibility and standardization with local adaptation.
• You operate effectively without positional authority and can present trade-offs to senior leadership, influencing decisions even when stakeholders disagree.
• You’re data fluent with the ability to self-serve data to identify problems, track progress, and make trade-off calls.
• You ship — you set realistic plans, track against them, course-correct when needed, and avoid both paralysis by analysis and skipping necessary planning.
• You have experience at a high-growth company, especially in supply-side, logistics, or marketplace operations where you’ve seen how ops scales.
• You’ve managed one or more direct reports and developed them into independent operators.
• You communicate clearly and present ideas to senior leadership without jargon; clear communication signals you actually understand something.
• You’re comfortable with ambiguity and have made progress in environments where the mandate was clear but the path wasn’t.

Benefits

• Salary: $135,000-$165,000.
• Health, Vision, & Dental Benefits — generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental.
• Wellness/Mental Health — shared benefits to be used among employees and families.
• Flexible Paid Time Off — allowing employees to find balance in their lives.
• Options of Equity — we know our success is nothing without our team.
• Access to a company-provided 401(k) account.
• A home office setup and a monthly stipend to offset internet and phone costs.