PrimaryMD | New York City | Reports to the Founder & CEOWe need a proven operating leader to own the day-to-day operation and build the system that lets it scale. That is this role.
The job in one lineMake every member interaction consistently excellent, and build the operating system that keeps it that way as we grow.
What you'll ownThe member experience, from enrollment on. Map every touchpoint a member has with us: onboarding, texts, calls, email, telehealth, in-person visits, and follow-up. Make each one intentional and consistently excellent. We would rather do fewer things exceptionally well than keep adding more.
Care-team operations in every market. Lead the care coordinators, medical assistants, and after-hours team across New York and San Francisco. Own care coordination end to end: specialist referrals, prior authorizations, labs, imaging, scheduling, and follow-up. Our members should never have to do the legwork.
The operating system for scale. Define who does what on every care team, how work is handed off, and when and where it escalates. Build the SOPs, service standards, training, and physician coverage plans that let a new care team run the PrimaryMD way from week one. Then hold everyone, yourself included, accountable to it.
Root causes, not just fires. When something breaks, find out why and fix it at the source so it stays fixed. We are a startup and things will not always go to plan. You close the loop without waiting to be asked.
Operations and technology, working together. Partner with our CEO, who leads product, to turn your workflows into automation on our platform, and make sure every task the system creates actually gets done.
Who you'll work with- Founder & CEO (your manager): leads product, growth, and company direction. You are the right hand on everything operational.
- Chief Medical Officer and Chief Science Officer: own clinical leadership, standards, and protocols. You make sure the operation around those standards works, consistently, for every member and every team.
- Membership Director: owns the member journey up to enrollment. You own it from enrollment on.
- Your team: every care-team operations role in both markets reports to you from day one. As we open new markets, regional leaders will too.
Your authorityYou will have real decision rights, not just responsibility:
- Hire, develop, and when needed part ways with operations staff, within approved headcount
- Change non-clinical workflows and SOPs
- Choose operations tools and vendors within budget
- Make it right for a member when we fall short
The numbers you'll own- Member retention and satisfaction
- Response times across text, phone, and email
- Turnaround on referrals, labs, imaging, and prior authorizations
- Care-team efficiency: how fast new teams ramp, and how little physician time goes to admin
What success looks like after year one- Our CEO is out of day-to-day operations
- Every member touchpoint has an owner, a standard, and a measure, and both markets hit it consistently
- Launching a new care team or market follows a playbook, not a scramble
- Problems get solved once, at the root
- Members feel the difference in every interaction
What we're looking forYou must have:- 8+ years in operations, with significant time in healthcare services delivery: a care delivery company, health system, medical practice, or digital health startup
- Done this job before. You have built and led the operations behind clinical teams through fast growth, including SOPs, service standards, KPIs, and accountability. Hands on, not from a distance.
- Led front-line teams such as care coordinators, medical assistants, or patient support, and held them to a high bar
- Deep fluency in how care moves outside the exam room: referrals, prior authorizations, insurance and network status, labs, imaging, pharmacy, and specialist access
- AI built into how you work every day. You have used it to build workflows, automations, or dashboards that changed how a team operates, and you can show us.
- An exceptionally organized mind. You know where every open loop stands, and you close them.
Strongly preferred:- A clinical background (RN, NP, PA, PT, MA, or similar)
- Experience in concierge, direct, or tech-enabled primary care
- Experience opening new sites, markets, or care teams
- Time in luxury hospitality or another premium service environment
This role probably isn't for you if- You have mostly led through layers of staff and don't want to do the work yourself
- You would rather write the strategy than close the loop
- Service is a department to you, not an instinct
- You wait for permission or perfect clarity before you move
- You want a steady-state role. This is a build.
The details- Location: New York City, in person four days a week. Occasional travel to San Francisco.
- Reports to: Founder & CEO
- Team: all care-team operations staff in New York and San Francisco
- Compensation: $150,000 to $225,000 base salary, based on experience, plus a performance bonus
Why PrimaryMD- The real seat. Right hand to the CEO, with the authority to match. As we grow into new markets, the role grows with us.
- Build it right. We chose to own the full stack, including our own platform. You will design the operating system, not inherit someone else's.
- Care worth protecting. Our physicians call members on a Saturday. Your work makes sure everything around them meets that standard.
- Paid for proven. Competitive base, bonus, and equity for an operator who has done this before.
How to applyApply below with your resume. You will also answer three short questions (150 words max each):
- Tell us about an operational problem you fixed at the root. What was actually causing it, and how did you know it stayed fixed?
- Show us how you use AI in your work. Describe one workflow you built or automated and what it changed.
- Tell us about a time a patient or client had a frustrating experience on your watch. What did you do for them, and what did you change so it didn't happen again?
