Head of Operations, Fella Health

• Experience: you have 5+ years relevant experience in a high-calibre ops role or equivalent. **You do not need healthcare experience.** I have a strong preference for people who understand & enjoy the scary speed of a high-growth startup
• Automation: you’re obsessed with automation. You automate the shit out of everything. Your friends tease you about it but you don’t care — that’s just who you are :)
• Metrics: you’re maniacal about your metrics. You closely monitor Activation, Satisfaction, & Retention metrics to quantify and help prioritize your work
• Trenches: you don’t hesitate to get your hands dirty in the trenches. You’re not too pretentious or senior to grind it out when needed — in fact you kinda miss the days when that was more of your day-to-day
• Hiring: you have experience building & managing a high-performance team
• Systems: you think in and build out systems. In solving a problem you recognize the underlying system, then focus on improving the system itself to fix the true cause of an issue
• Learning: you're an autodidact with impressive speed and resourcefulness. You regularly teach yourself the skills you need from scratch
• Complexity: you're highly organized and can complete multiple projects concurrently
• Mindset: you calmly handle uncertainty and rapidly changing situations

Desirable

• Clinical Operations end-to-end:
• Activation: You’ll get fellas their medication within 14 days of signup. You’ll ensure the UX is great from signup to their first dose: intuitive onboarding portal, streamlined medical form, easy labwork options, clarity on insurance coverage, rapid provider prescribing, automated medication ordering, overnight medication fulfillment, clear dosage instructions — all with reassuring communication to fellas. You’ll be obsessed with your activation KPIs
• Retention: You’ll ensure fellas only leave upon reaching their goal weight, not due to poor service. This means async check-ins are comprehensive & regular, and refills are proactive & automated. You’ll be painfully aware of cohort churn numbers
• Review/Referral: You’ll make fellas happy enough so they write a great review & refer others. You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly
• Scale: You’ll work with engineering to guide systems & automations to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat. You’ll systematically review your team’s human-based workflows to constantly be automating as much as you can
• Clinical systems: you’ll work closely with our Clinical Systems Lead & engineering team to ensure we have great tooling across the clinic: backend, careteam-facing, and fella-facing
• People: You’ll work with our Medical Support Lead to ensure we have all hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. You’ll work with the Medical Support Lead to audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas
• Provider network: You’ll stay on top of provider capacity to ensure we don’t get blocked as we scale. You’ll work closely with providers to streamline their workflow & solve their issues. You’ll work with the recruiting team to select great-fit providers as we scale
• Compliance: You’ll ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally
• Economics: You’ll protect unit economics over time by ensuring all payments are going through, we get discounts on medication, provider workflow is streamlined, and clinic-wide workflows are automated to avoid careteam bloat
• By the end of 2024, once you’ve mastered leading clinical operations (above), you’ll upskill/hire a Head of Clinical Operations who will replace you & report to you, and you’ll then oversee several areas (each with its own DRI):
• Clinical Operations (as above)
• Medical Expansion:
• Health System Integration: Have everything working so we can efficiently bill fellas’ insurance for their services
• Product Expansion: Expansion of add-on products & services to be able to serve fellas for a decade
• International Expansion: Continue a smooth international expansion beyond the US into the rest of the English-speaking world, then German-speaking & Spanish-speaking countries, then into India & beyond
• Pharmacy & Supply Chain: Overseeing this newly formed area as we become vertically integrated by owning our own medication supply