Opportunity
CV is always building a world-class team.
As Ops Lead at CV, you’ll start by running our CareGLP telemedicine product. Your fundamental role is to keep storefront owners and their patients happy.
For the first few quarters, you’ll run our clinical ops end-to-end. You’ll rapidly & efficiently scale a compliant telemedicine marketplace with industry-leading metrics for Activation, Retention, and Referral. You’ll have your work cut out to constantly guide automations so we can continue growing. You’ll work with our Chief Medical Offcier to ensure SOPs are clear and SLAs are being met. You’ll scale our provider network and ensure we have great clinical systems. You’ll get your hands dirty, build out a high-performing team, constantly be learning, and withstand the pressure of competing priorities under rapid growth.
Great performance in the role means we can rapidly scale our platform to 10,000 (happy) storefront owners.
This is a full-time, fully remote role, and you’ll work async in the timezone of your choice. Our policy is to not hire people who need to be "managed".
Key responsibilities
- Clinical Operations: end-to-end.
- Activation: You’ll get patients their medication within a maximum of 14 days of signup. You’ll ensure the UX is great from signup to their first dose: intuitive onboarding portal, streamlined medical form, easy labwork options, clarity on insurance coverage, rapid provider prescribing, automated medication ordering, overnight medication fulfillment, clear dosage instructions — all with reassuring communication to patients. You’ll be obsessed with your activation KPIs.
- Retention: You’ll ensure patients only leave upon reaching their goal weight, not due to poor service. This means async check-ins are comprehensive & regular, and refills are proactive & automated. You’ll be painfully aware of cohort churn numbers.
- Review/Referral: You’ll make patients happy enough so they write a great review & refer others. You’ll maniacally collect NPS feedback, read each word, and make changes accordingly.
- Scale: You’ll work with engineering to guide systems & automations to rapidly scale operations so we can grow >10% indefinitely with high customer love and without team bloat. You’ll systematically review your team’s human-based workflows to constantly be automating as much as you can.
- Clinical systems: You’ll work closely with our Chief Medical Officer & engineering team to ensure we have great tooling across the clinic: backend, care team-facing, and patient-facing.
- People: You’ll work with our Chief Medical Officer to ensure we have all hires we need, that hires are onboarded rapidly, there are clear SOPs for each area, and the team is performing well. You’ll work with the CMO to audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for patients.
- Provider network: You’ll stay on top of provider capacity to ensure we don’t get blocked as we scale. You’ll work closely with providers to streamline their workflow & solve their issues. You’ll work with the recruiting team to select great-fit providers as we scale.
- Compliance: You’ll ensure we stay compliant in each jurisdiction, for both the marketplace and the providers. This means ensuring our clinical systems can scale internationally.
- Economics: You’ll protect unit economics over time by ensuring all payments are going through, we get discounts on medication, provider workflow is streamlined, and clinic-wide workflows are automated to avoid care team bloat.
- Pharmacy & Supply Chain: Overseeing this area with a focus on becoming vertically integrated by owning our own medication supply.
KPI Targets
1. Activation
- 1-mo retention > 90%
- Time-to-medication > 90%
2. Satisfaction
3. Retention
- Subscriber churn rate (%/mo) <5%
- Customer retention > 90% over 12 months
Need to have
- Experience: you have 1+ years relevant experience in a high-caliber ops role or equivalent. You do not need healthcare experience but telehealth and/or pharmacy experience is a plus. We have a strong preference for people who understand & enjoy the scary speed of a high-growth tech startup.
- Automation: you’re obsessed with automation. Your friends tease you about it but you don’t care — that’s just who you are :)
- Metrics: you’re maniacal about your metrics. You closely monitor Activation, Satisfaction, & Retention metrics to quantify and help prioritize your work.
- Trenches: you don’t hesitate to get your hands dirty in the trenches. You’re not too pretentious or senior to grind it out when needed — in fact you kinda miss the days when that was more of your day-to-day.
- Systems: you think in and build out systems. In solving a problem you recognize the underlying system, then focus on improving the system itself to fix the true cause of an issue.
- Learning: you're an autodidact with impressive speed and resourcefulness. You regularly teach yourself the skills you need from scratch.
- Complexity: you're highly organized and can complete multiple projects concurrently.
- Mindset: you calmly handle uncertainty and rapidly changing situations.
- Technology Friendly: You are extremely comfortable with tools like Slack, Trello, HubSpot, Jira and SSO.
Nice to have
- Background: you may have a STEM background, and may have a background in engineering, product, software, pharmacy or healthcare.
- Future: you may want to start your own company in the future.
- Figure it out: you’re likely one of those people that can figure anything out with a book or video.
How to apply
Email hello@carevalidate.com with:
- your resume
- highlights from your experience relevant to the role
