Your Role: The Person Who Makes the Whole Thing RunThis is the widest seat in the company. Member experience, the operational backbone behind our clinical teams, our offices on both coasts, and the back-office machinery - HR, vendors, purchasing, compliance - all land in your bucket. You'll spend your days unblocking the team, tightening processes, and raising standards, and your months turning how we do things into a documented, repeatable playbook. The goal is simple to say and hard to do: an operation so smooth that opening our next market is copy-paste, not chaos.
If you love startup pace, sweat details other people never notice, and believe healthcare should feel personal again - read on.
Location: New York City - full-time, in person, Monday-Friday (Hudson Yards today; our SoHo flagship opens this fall)
Travel: San Francisco, roughly once a quarter
Reports to: Founder & CEO
Direct reports: Patient Care Coordinators and front-line operations staff to start - the ops team grows under you
Compensation: $120,000-$150,000 base, commensurate with experience, plus a performance-based bonus
How You'll Make an ImpactRun Day-to-Day Operations Across Both Markets Own the non-clinical operations of the practice in New York and San Francisco - staffing coverage, scheduling infrastructure, tooling, escalations, and the hundred small decisions that keep a high-touch practice running. You're the first call when something breaks, and the reason it doesn't break twice.
Build the Copy-Paste Playbook Turn how we operate into how we scale. Document SOPs as you refine them, standardize workflows across markets, and build the operational playbook that makes our next office a launch, not a scramble. When you're done, "how we do things" lives in systems - not in anyone's head.
Deliver a Member Experience Worth the Membership Own the hospitality layer of the practice: front-of-house standards, the member onboarding journey, service and communication protocols, and the white-glove details that make a demanding member feel effortlessly taken care of in every interaction and every room.
Be the Operational Backbone Behind Clinical Care Partner closely with our physicians and clinical leadership so the clinical team never loses a minute to an operational problem. You keep the workflows, handoffs, and tools between care teams tight - and over time, broader oversight of practice operations consolidates under you.
Run Our Spaces and Our Back Office Manage our offices end to end - Hudson Yards, the SoHo flagship opening, and our San Francisco practice - along with vendors, purchasing, facilities, HR operations and onboarding, and the compliance and administrative rails a growing healthcare company needs.
Lead and Grow the Ops Team Our Patient Care Coordinators and front-line operations staff report to you from day one. Set priorities, resolve escalations, coach, and hold a high bar - and as we grow, hire and develop the operations org underneath you.
What We're Looking ForExperience- Healthcare operations experience is required. 5+ years in operations, with meaningful time inside a medical practice, health system, or healthcare startup - you know HIPAA, EMRs, and the realities of clinical workflows firsthand.
- Experience managing people - not just projects - strongly preferred: you've hired, developed, and held a team accountable.
- Multi-site operations or a high-growth scaling environment strongly preferred - you've built systems while the plane was flying, not just maintained a steady state.
- A background in hospitality or premium, service-obsessed environments is a real advantage - concierge medicine is where healthcare meets five-star service.
The Person- Meticulously organized. You have systems for your systems. Nothing slips, and you know the status of every plate you're spinning without checking.
- AI-enabled. The best version of this role uses AI every day - modern assistants, automations, AI-augmented workflows - to move with the output of a team twice the size. If you've already rebuilt how you work around these tools, we want to hear about it.
- A builder with a bias to action. You default to doing, prototype the fix yourself, and treat ambiguity as a starting point rather than a stop sign.
- A true team player with real work ethic. You show up hard for a small team, cover gaps without being asked, and hold a high bar for yourself first.
- Bought into the mission. You believe primary care should be proactive, personal, and human - and you want your operational work to show up in how long and how well our members live.
This Probably Isn't for You If...- You've spent your career in large organizations where operations meant directing layers of staff - here, you'll design the system and work it.
- You prefer strategy decks to unjamming a scheduling mess before the first member walks in.
- You're looking for a predictable, steady-state role - this is a hard-charging build, and it will feel like one.
- Service, to you, is a department rather than an instinct.
Logistics- Full-time, in person at our New York City office, Monday-Friday.
- Travel to San Francisco roughly once per quarter, occasionally more during key pushes.
Competitive package. $120,000-$150,000 base plus a performance-based bonus tied to the operational excellence you build.
