Head of Operations

Do you love to launch and grow new markets? Do you get a thrill creating and implementing processes that make the numbers dramatically better, the team happier, and users more delighted? Do you like rolling up your sleeves and working with cross-functional teams to get to impact hard and ambiguous problems? Do you like to experiment and problem-solve even in an ambiguous environment? And do you simply want to work with awesomely smart, mission driven people?

If this inspires you, let's talk. Incredible Health is looking for a VP of Operations to build our operational superpowers and take our team to the next level! Your mission is to improve our operational throughput, speed, and cost, while delighting both talent and employers.

Responsibilities:

• Build, lead, and coach the Operations team, currently the largest team at the company (and growing; planned to have 100+ team members by December 2022).
• Own Incredible Health's Operations strategy, including baseline achievement goals and KPIs.
• Develop a system for tracking Operations KPIs.
• Establish reliable processes and infrastructure for the Operations team.
• Own the hiring strategy for the Operations team, including training, growth, and promotion processes.
• Build out operational superpowers, including improving new market launch processes and workflows, creating operational dashboards to track OKRs, improving operational throughput and reducing revenue leakage, improving our average speed to hire, improving operational costs per hire, and increasing our hire rate in both established and new markets.
• Identify and solve issues, frictions, and bottlenecks that are impeding growth on the platform.
• Work with teams cross functionally (internally and externally) to address opportunities to increase growth rates, including creating a plan and timeline to implement solutions. Align processes and workflows internally with other teams.
• Collaborate closely with product and engineering teams to automate key process steps.
• Consider goals and metrics in collaboration with the CEO and other senior leaders.
• Actively be part of Incredible Health's leadership team, having a say in the most important strategic decisions.
• Report directly to the CEO.

You might be the one we're looking for if you have:

• A track record of defining, owning, and leading operations functions in high growth companies, preferably in the healthcare technology and/or startup space.
• A track record of closely collaborating with software product and engineering teams, including the automation of key processes and improvement of internal tools
• A track record of working collaboratively across multiple internal teams and their leaders, including customer success, product, engineering, and marketing to name a few.
• A track record of hiring, developing, and retaining top talent, including direct reports at the Director level.
• Experience in leading a wide array of operations disciplines, including: customer support, data analytics, and marketplace operations.
• A proven ability of driving operations metrics and funnel optimization.
• Strategic thinking about problems that are "out of the box" with the ability to see around corners and anticipate business needs 2 or 3 quarters in advance.
• A relentless focus on driving results and customer satisfaction.
• Experience in establishing marketplace operations in a new geographic market.
• Strength in data analytics and metrics (familiarity of SQL preferred) and making data-driven decisions.
• A "can-do attitude and no hesitancy to roll up your sleeves and get a task done, regardless of role or title.

And now a little bit about us…. Incredible Health is a fast-growing, venture-backed career marketplace for healthcare workers. Our software and service help healthcare workers like nurses find and do their best work. We're using technology to give healthcare recruiting a much-needed speed and quality boost while solving the number one problem of our hospital partners - how to get the staff they need. Our vision is to help healthcare workers live better lives. We're backed by top venture firms and we're growing and moving fast.

Working here is awesome because:

• We're moving quickly so things never get stale.
• We get to make a difference in the lives of healthcare workers who are truly amazing people.
• We are a very high caliber team of medical doctors, nurses, software engineers, designers, sales leaders, account managers, and more.
• We pay a real salary, and equity, and we've got you covered when it comes to your health (medical, vision, dental).
• Unlimited vacation, so take a break when you need it!
• We have a great family leave policy, so you can spend time bonding with any new additions to your family.
• We welcome candidates with backgrounds that are commonly underrepresented in our industries.
• We deeply value culture, community, and camaraderie amongst our team - we strive to create a work environment that lets you have fun and celebrate (team events and trivia galore!).