Marketplace Operations Leader

coming soonDo you have a deep passion for delighting customers? Do you love being a leader who also rolls up their sleeves, mentoring team managers, and being an owner of a large Operations function? Do you want to make a difference in the careers of healthcare workers across the country? If this inspires you, let’s talk.Incredible Health is the largest AI-powered healthcare career marketplace, trusted by over 1,500 U.S. hospitals and one million U.S. nurses. Our AI technology custom matches hiring needs from hospitals with permanent nurse talent.We hire driven and smart people with low ego and a passion for helping healthcare professionals find and do their best work. We are looking for a scrappy and experienced Marketplace Operations Team Leader to help build and manage our five core Operations teams: Talent Screening, Jobs & Batching, Talent Advocates, Recruiter Advocates and Sourcers. You will lead a team of 85+ through our amazing team managers.Responsibilities: You will be digging into the details of your Operations teams to problem solve process improvements, coaching team members, allocating team capacity efficiently, and connecting the dots to reach your KPI goals. This is a team lead role overseeing people managers who manage day-to-day nurse-facing operations. 5+ years of experience managing team managers and large operations teams of 40+ is required.Your Day-to-day Might Look Like• Leading a team of 3 Managers (Jobs & Batching, Talent Advocates, Recruiter Advocates + Sourcing) and 2 Assistant Managers (Talent Screening)• Creating and implementing KPIs for your teams, including mocking up dashboards with our Analytics team and creating SOPs for team managers on how to use those dashboards• Coaching managers on performance management and QA audits• Oversee the professional development and training of new and current team members in operations• Leading team capacity management, including building models and allocating the right resources to drive business outcomes• Diving deep into your team’s workflows to support solutions that will deliver team metrics and efficiency, in collaboration with the Marketplace Optimization team• Writing high quality documentation and playbooks for your teams• Working closely with internal teams at Incredible Health, including Product, Customer Success, Analytics and our Marketplace Optimization team to run experimentsThis role reports directly to the Head of Operations, and the Head of Operations reports to the CEO.You might be the one we’re looking for if:• You are a big picture thinker who owns problems from end-to-end and loves getting into the details• You enjoy people management and developing an energetic team by providing coaching, feedback, and mentorship. You have experience coaching first-time people managers• You have the ability and energy to diagnose and solve complex problems requiring coordination across multiple times, while balancing business outcomes and the customer experience• You’re excited to lead a large operations team that includes nurse-facing and hospital recruiter-facing teams• You have demonstrated proficiency in data and software tools, including creating staffing models, task tracking, work allocation, analytical and administrative software• You have deep experience in people management of operations team members, preferably at a high growth software-enabled marketplace companyRequirements• 5+ years of people management experience leading people leaders (managing leaders with direct reports)• 8+ years of Operations, Customer Service, Customer Success and/or Recruiting experience• Operate in a fast-growth and ever-changing technology startup environment, and can strategically prioritize many different initiatives• Self-starter who thrives in a metrics-driven and collaborative organization• Empathetic and energetic leadership• A “can-do” attitude and no hesitancy to roll up your sleeves and get a task done, regardless of role or title• Strong written and verbal communication• Excel experience required• Bonus if you have worked at an early stage or growth stage marketplace startup previously