DescriptionPosition Title: SVP, Operations
Reporting to: Chief Operating Officer
Location: Strong preference for Chapel Hill, NC but will consider Boston, MA or New York, NY
Compensation: $260,000-$290,000 per year, depending on qualifications, plus bonus potential and benefits
Job Summary:
Reporting directly to the Chief Operating Officer (COO), the SVP, Operations is a senior executive within the Leadership Operations Group. This leader is responsible for the foundational delivery engine of Well, overseeing Client Operations, Platform Operations, Content Operations, Member Marketing, and Member Services.
The SVP, Operations has full accountability for the operational performance and reliability of Well's services, ensuring that every client implementation is seamless and that all service level agreements (SLAs) for our members and clients are consistently met or exceeded. This individual will manage the critical infrastructure, processes, and large-scale teams required to support a high-growth healthcare technology company.
Key Responsibilities & Functional Oversight
- Operational Delivery & SLA Accountability
- Service Excellence: Own end-to-end accountability for meeting all contracted SLAs across the organization, including Member Services response times and Member Technical Support resolution targets.
- Performance Monitoring: Oversee the production of regular operations reports, ensuring transparency into key metrics such as abandonment rates, eligibility and claims file status, case age, and quality assurance scores.
- Capacity & Resource Management: Direct resource allocation and capacity modeling across Member Services and Content Operations to handle fluctuating volumes driven by client onboarding, marketing-driven activation and engagement campaigns, and seasonal events.
- Client Operations & Member Engagement
- Achieve Client Milestones: Oversee the Client Operations team in executing complex implementations and other significant milestones (e.g. program year rollover) for large-market enterprise employers, ensuring all milestones-from data integrations (eligibility file processing, claims ingestion, etc) to communication approvals-are achieved on schedule.
- Client Management: Negotiate, capture and document operational and program requirements from Clients; represent requirements internally in an efficient and scalable manner; partner with Product and Client Success to manage client-specific configurations and customizations while driving toward more standardized, scalable delivery models.
- Member Marketing Operations: Oversee the operational execution of member activation and engagement campaigns, ensuring deployments are synchronized with client timelines, coordinated with broader operations, and effective in driving KPIs.
- Execute Standard Client Programs: Ensure seamless and accurate delivery of standardized client programs (e.g. premium reduction); coordinating with various internal stakeholders to ensure all aspects of the program are delivered in accordance with requirements
- Platform & Content Operations
- Member & Client Issue Resolution: Oversee Platform Operations processes responsible for ingesting, prioritizing, investigating and triaging issues reported by members and clients; partner with multiple internal stakeholders (Engineering, Data Science, Product, etc.) to resolve; ongoing communication of status updates with impacted members and clients
- Content Operations: Oversee the end-to-end process for content production, ensuring the library of 100+ clinical pathways and thousands of content touchpoints is produced accurately and aligned with client and member specific surfacing logic.
RequirementsRequired Experience & Competencies
- Domain Expertise & Operational Scale
- 15+ years of progressive leadership experience in operations, ideally within a high-growth B2B healthcare technology or technology-enabled services environment.
- Large-Scale Team Management: Proven track record leading multi-disciplinary teams (Member Services/Contact Centers and Technical Ops) of at least 100+ total personnel.
- Complex Implementation Experience: Deep expertise in managing the implementation of technology solutions for Fortune 500 employers or complex payer organizations.
- Consultative Mindset: Consultative experience including a mindset possessing analytical and the communication prowess to lead strategic problem-solving sessions internally and externally
- Data & System Fluency: Strong understanding of relational data, claims processing, and the technical integrations required to power an AI-driven health engine.
- Leadership & Strategic Acumen
- SLA-Driven Mindset: Relentless focus on metrics and performance, with the ability to diagnose root causes of operational bottlenecks and implement corrective actions.
- Executive Presence: Ability to represent Well's operational rigor and security posture to client CHROs, CFOs, and CISOs during implementations and business reviews.
- Integrative Leadership: Exceptional ability to collaborate with peer leaders in Client Success, Product Management, Clinical/Health Equity, Health Outcomes & BI, Cost Management, Member Marketing & Engagement, Security and Solutions to align operational delivery with client KPI achievement.
- Operational Resilience: Demonstrated success in scaling operations during periods of rapid company growth without compromising service quality or security.
