Role Overview

We're looking for a Head of Operations who will own the engine that delivers Somethings' care: our mentor workforce and the systems, processes, and quality controls that let it scale across states and partners without breaking.

The work is high agency, high craft, and high impact:

You will run the day-to-day delivery operation that connects thousands of struggling teens to certified peer mentors and build the operational backbone that lets us do it for many more, in more states, at a higher bar, every quarter. When Sales closes a new health plan or state, your operation is what turns that contract into real support reaching real teens.

You're walking into a role with real momentum - we're already live with the nation's largest payers and delivering care at scale today. Your job is to make our operation world-class and able to replicable nationwide for the payers that are knocking down our door.

This is a foundational leadership role with a clear path to scale with our organization.

What You'll Do

The Head of Operations owns the end-to-end delivery operation - our mentor and clinical workforce, the systems that support it, the quality and safety controls that protect teens, and the unit economics that make it sustainable. You won't just keep the trains running; you'll design the operating system that lets Somethings scale care delivery 5x without losing craft or compromising safety.

1. Care Delivery & Workforce Operations

• Work alongside our Head of Clinical Ops to ensure smooth running of the day-to-day delivery operation: mentor capacity, caseload management, matching, utilization, and the service-level standards that define a healthy mentor-teen relationship at scale.
• Build and scale the operations for our distributed mentor workforce end to end - onboarding, training, certification, performance management, and retention.
• Design the team and pod structure (e.g., timezone-based regional pods) that lets the workforce grow without degrading quality or response times.

2. Quality, Safety & Clinical Operations

• Partner with clinical leadership to operationalize supervision models, safety and escalation protocols, and incident response - teen safety comes first, always.
• Build the quality monitoring and continuous-improvement systems that keep the bar high as volume grows.
• Own the operational readiness to pass clinical, partner, and regulatory audits.

3. Credentialing & Compliance Operations

• Own organizational and payer credentialing and enrollment, as well as individual provider credentialing for our mentor workforce.
• Build multi-state licensure and credentialing tracking that scales as we enter new states and partnerships.
• Translate complex, varying regulatory and partner requirements into clean, repeatable operational processes.

4. Systems, Process & Scale

• Treat operations as a product: partner closely with product and engineering to build the tooling, automation, and data infrastructure that powers delivery.
• Design processes and systems that scale ahead of growth, replacing manual effort with leverage (including AI-enabled tooling) wherever possible.
• Build the operational dashboards and reporting that give the company visibility into the health of the delivery engine.

5. Operational Performance & Unit Economics

• Own the operational metrics that matter: utilization, cost-to-serve, gross margin, capacity planning, and forecasting.
• Identify and execute the levers that improve unit economics while protecting care quality.
• Contribute to company-level planning, goal setting, and the path to durable, profitable scale.

6. Partner Implementation & Team Building

• Stand up new health plan and state partnerships operationally - building repeatable launch playbooks that turn a signed contract into live, compliant delivery quickly.
• Meet partner reporting, SLA, and data requirements as a trusted, long-term operational partner.
• Hire, develop, and lead a high-caliber operations team as the function grows.

Who You Are

• 10+ years of operations experience in healthcare or digital health, including owning and running a provider / care-delivery operation that has scaled - not just being at a company that scaled, and not a purely corporate or G&A ops function.
• Has built and scaled a distributed clinical or peer workforce end to end (onboarding, training, performance, retention), ideally in virtual care, teletherapy, or a care marketplace.
• Deep, hands-on understanding of credentialing - both organizational / payer enrollment and individual provider credentialing - across multiple states. (Direct Medicaid experience is a plus, not a requirement.)
• Incredibly organized and detail-oriented; brings operational rigor to ambiguity and builds process where none exists.
• Product-oriented: partners naturally with product and engineering, treats operational problems as product problems, and builds with data, automation, and tooling rather than headcount alone.
• Comfortable owning the numbers - operational KPIs, cost-to-serve, utilization, and gross margin - and using them to drive decisions.
• A safety- and quality-first operator who has worked in high-stakes, regulated care environments.
• Strong people leader who can hire, build, and scale a team - and is equally comfortable rolling up their sleeves in a small, fast-moving company.
• Strategic and financially fluent, with the breadth and ambition to scale into a COO role as the company grows.
• Thrives in a fast-paced, mission-driven startup environment.
• Motivated by improving youth mental health and expanding access to care through an innovative, peer-based model.

How We Work

We're building a culture that blends high performance, deep belonging, and radical clarity:

• We care about outcomes, not theatrics
• We move quickly and learn constantly
• We speak the truth early
• We protect focus
• We hold a high bar for craft and quality
• We're small, intense, collaborative, and mission-driven
• We care about each other, and we care about the millions of teens we serve

If you're looking for a place where you can have real ownership and build something that genuinely changes lives, this is it.

Work Environment

• This is a full-time hybrid position in person in our NYC office.
• We have an output-driven culture and provide lots of flexibility throughout the week as needed.

What We Offer

• The annual salary range for this position is $200,000 - $250,000
• Significant equity compensation, reflecting your foundational role and impact.
• Comprehensive health insurance coverage.
• Significant work ownership and autonomy
• Unlimited days off.

Job level and actual compensation will be determined by factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified.