Telehealth Operations Manager in *Mira*

We are looking for Operations Manager to drive the operations of our telehealth program. The ideal candidate excels in process efficiency, policy development, reporting, and quality control. They should come from a background in project management, customer support/success, or business analysis, blending creativity with analytical prowess.

Operations Manager will take charge of daily operations, proactively pinpointing program challenges, and suggesting innovative solutions for ongoing improvement.

Responsibilities

1. Process Optimization: Streamline and optimize operational processes specifically related to managing the fertility coaching program. This includes analyzing existing workflows, identifying bottlenecks, and implementing more efficient methods to enhance service delivery.
2. Policy Implementation: Collaborate with the Fertility Coach Lead to document and implement policies and procedures for the fertility coaching program.
3. Providers Network Operations: Execute providers credentialing, onboarding, ongoing guidance, off-boarding, and day-to-day support for fertility coaches.
4. Providers Capacity Management: Oversee the supply-demand ratio on the platform in different geographical regions and take proactive actions if needed.
5. Operational Costs Optimization: Analyze the expenses structure and find the way to improve unit economics.
6. Refund Rate Optimization: Analyze refund reasons and initiate improvements to lower it.
7. Quality Control: Work with the Fertility Coach Lead to develop and implement quality control measures, ensuring top standards of service delivery and client satisfaction.
8. Problem-Solving: Proactively identify and address operational challenges, proposing innovative solutions to drive continuous improvement. Anticipate and prevent issues before they escalate.
9. Cross-Functional Collaboration: Collaborate with cross-functional teams including customer support/success, compliance, product management, and marketing to align operational strategies and achieve company goals.
10. Reporting: Generate comprehensive reports to track key performance metrics and identify areas for improvement. Ensure that the reports generated are actionable and provide insights that drive decision-making.

Requirements

• Proven experience in resolving operational challenges
• Experience in 2-side platforms with clients and providers and understanding it’s challenges
• Strong analytical skills with expertise in Excel and the ability to present complex data effectively
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders
• Demonstrated leadership abilities with a track record of driving results in a fast-paced environment
• Fast learner with a desire to gain knowledge about hormonal health and a willingness to adapt to the challenges and sensitivities of the field

Will be a plus:

• Proficiency in managing two-sided platforms involving both clients and providers, coupled with a deep understanding of the associated challenges

• Familiarity with the application of artificial intelligence (AI) in streamlining workflow processes and resolving work tasks efficiently

   

Details

The role is a remote position, with a 40-hour workweek, flexible working hours and occasional overlap with the US team

What we offer

• You will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals start their families
• We have a fast paced and collaborative work environment where we encourage open communication, ownership and independence
• In addition to competitive salary we offer performance-based bonus system based on OKRs
• We provide professional development opportunities - training courses, workshops and seminars

Recruiting process

Step 1 ‘Screening call with HR’ - Step 2 ‘Assessment task’ - Step 3 ‘Interview with Product Manager’ - Step 4 ‘Final interview with Product Manager, CMO, and CEO’