About the rolePaxos Health is looking for a hands-on Founding Implementation and Ops Lead. As our first business hire, reporting directly to the CEO, you'll own the work that gets customers live on our platform and help build the operations that let a small team move fast.
About 70% of your time will go to customer implementation, where you'll be the bridge between our customers and our technical team. You won't build the product AI workflows or software yourself, but you'll understand AI well enough to know what's possible, spot gaps, and judge whether outputs meet customer needs. The rest of your time goes to leading critical company operations.
This is a doer's role with real ownership. As we grow, you'll have opportunities to lead the operations team, build out a customer success team, or help establish our product function.
You can expect a fast-paced, intense, and dynamic working environment where everyone has strategic ownership. We are a small team where everyone works directly with the founders. We take our work seriously, but we don't take ourselves too seriously, and we are building a culture that prioritizes constant learning and feedback.
Responsibilities- Lead customer implementations end to end, translating each customer's workflows, templates, data, and past cases into precise requirements for our technical team.
- Test AI outputs against real customer cases and confirm workflows meet customer needs before go-live.
- Serve as the customer's main point of contact through go-live and beyond, tracking adoption and flagging issues early.
- Build playbooks, templates, and automation so every customer goes live faster than the last, and bring customer insights back to the team to make our platform more configurable.
- Build AI workflows and automations to scale internal operations.
- Support sales with proposals, pipeline tracking, and implementation scoping for new deals.
- Help run patient-facing programs, including portal setup, intake automations, and patient communications.
- Support hiring, from interviews to onboarding, and manage our vendors and internal tools.
Requirements- 3-5+ years of hands-on experience in implementation, solutions, consulting, customer success, product, engineering, or a similar role, ideally including time at a startup.
- Strong technical aptitude and hands-on AI fluency. You pick up new tools quickly, use AI to get real work done (including building your own workflows), and can judge whether AI outputs are good enough to trust.
- Confidence leading working sessions with senior customer stakeholders and translating between customers and engineers.
- Proven ability to juggle many workstreams without dropping balls.
- A bias toward rolling up your sleeves and doing the work yourself, with the judgment to own customer relationships with minimal oversight.
- Able to work in person in New York.
Nice to have- A technical background, such as a computer science or engineering degree, or prior experience as an engineer, technical PM, or solutions engineer.
- Healthcare experience
- Customer-facing experience at a B2B company, such as implementation, solutions, or customer success.
- Familiarity with HIPAA and SOC 2.
- Experience as an early employee at a startup.
In your first 90 daysHere's what success looks like as you ramp up. The specifics will flex with our customer pipeline and your strengths.
Days 1 to 30: Learn the business and our customers- Shadow live implementations with our CEO and technical team, learn our product and the patient access process, and meet our customers' patient access and reimbursement teams.
- Build your first AI workflows for internal operations.
Days 31 to 60: Own your first implementation- Lead implementation for a new medtech or diagnostics customer, from mapping their workflows and collecting templates and past cases to writing requirements and testing AI outputs before go-live.
- Take ownership of a few operational areas, such as vendors and tools or hiring logistics.
Days 61 to 90: Make it repeatable- Take that customer live as their main point of contact, and turn what you learned into the first version of our implementation playbook.
- Expand into sales support and patient-facing programs.
By day 90, you'll be leading and running implementations on your own, have a playbook the team uses, and be the person our CEO trusts to own a growing share of company operations.
Compensation- $120-160k USD base salary, calibrated to candidate's background and level of experience
- Very generous equity package, reflecting our belief that the high ownership given to our early team should come with meaningful upside
- We offer health, dental, and vision insurance, plus standard paid time off per early-stage startup norms
