Senior Operations Manager, Care Operations & Insights

​​About the Role:

We are looking for an experienced manager who will lead key operational initiatives at enhancing the care delivered through the Hims & Hers platform. Reporting to the Associate Director of Care Operations, you will help shape strategy for building specialized care teams that support patients with more complex care needs. Your role will involve identifying opportunities for improvement and developing scalable processes to ensure exceptional experiences for both patients and providers. This position is highly collaborative and requires close partnership across various teams.

You Will:

• Act as the strategic thought partner to the Care Operations leadership team, helping to identify, scope, and execute upon key business initiatives for Hims & Hers.
• Identify issues, develop hypotheses, and execute in-depth analyses to translate data into meaningful insights and make recommendations to the Care Operations leadership team based on your findings. 
• Turn recommendations to results by executing on action plans and project managing initiatives to completion.
• Develop and promote processes to facilitate streamlined work for the Care Operations team and cross-functional partners
• Partner with Analysts to perform exploratory analysis & in-depth research on data to help uncover high impact opportunities to improve business KPIs
• Partner closely with clinical teams to tackle strategic projects to increase compliance, patient safety, and improve the customer experience.
• Challenge status quo: initiate and debate key strategic topics and opportunities from your team’s work, and drive bold high-impact decisions.
• Be an extraordinary team member: Low ego, high humility, partnership oriented, and a coaching-mindset.

You Have:

• 7+ years of experience leading operations and/or customer success at a high-growth healthcare company.
• 3+ years of experience hiring, managing, and developing high performing cross-functional teams.
• Success in analytical and operations roles within a rapidly growing company: Ability to balance data-driven quantitative and qualitative inputs for rapid decision-making and execution
• Deep interest in research and data analysis, with a proven track record of drawing actionable insights from data, such as Excel or Looker (or other equivalent platforms).
• Exceptional written and verbal communication skills, with extensive experience presenting complex information to cross-functional teams, technical experts, and executive stakeholders in a clear and impactful manner.
• Demonstrated expertise in stakeholder management with a proven ability to communicate effectively with executives and exercise sound judgment in decision-making.
• Prefers to thrive and adapt in a fast-paced, high-growth and rapidly changing environment.

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats

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Last updated on Aug 26, 2024