Sword Health
Digital Health • medical devices • machine learning • Artificial Intelligence • physical therapy
Head of Operations
September 17
Sword Health
Digital Health • medical devices • machine learning • Artificial Intelligence • physical therapy
Description
• Scale our Operations team of Physical Therapists as we grow, ensuring staffing is optimized to demand all year round by leading accurate forecasting and tweaking FTE capacity as needed. • Data analysis and reporting: Establish success metrics and allocate resources to optimize performance and growth. Monitor, analyze, and report on key performance indicators (KPIs), providing insights to inform operational and product strategies. • Own and develop the best model for hiring and training. Continue to optimize this model to ensure we balance efficiency with superior customer experience. • Partner with Product & Tech leadership to identify opportunities for process and automation improvements, and lead the roll-out of these initiatives. • Drive performance on key metrics: PT:Member ratio, clinical outcomes, member engagement, member retention, member satisfaction, and cost-to-serve. • Ideate and run at speed & scale experiments on members' UX to keep elevating the member and PT experience. Run continuous improvement efforts by analyzing processes and metrics - continually striving for operational excellence. • In collaboration with Supply Chain team, own our kit and device strategy, ensuring we are optimized for cost, quality and demand. • Clinical partnership: Provide strategic and tactical insights on operational aspects of the member experience to the clinical development teams to support continued clinical outcome expansion. • Lead, motivate, and develop an outcome-driven team. Create a climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality performers at all levels.
Requirements
• 6+ years of experience in Operations, Strategy, or equivalent. • Previous startup experience and/or ability to thrive in a fluid environment and willingness to get hands dirty. • Experience scaling teams, with a focus on investing in coaching and development of your team. • Data-driven and analytical in mindset. You can look at any dataset and know the right areas to look into to source actionable insights & strategies, and you know how to explain data in a digestible way. • Proven record of structuring projects and programs and working with a diverse group of stakeholders to achieve goals. • Strategic mindset. When making a decision, can think ahead with scale in mind. • Exceptional communicator and influencer. Should be able to collaborate with other team members to make sure our growth efforts are well executed. • Talent magnet who can attract great people and build a strong team. Manage and nurture the team members. • Strong grasp of consumer insights and a customer-centric mindset. Desire to understand the members’ motivations and customer experience. • Experience using looker (or equivalent) and extremely proficient in the use of spreadsheets (advanced level). • Ability to handle chaos, ambiguity, and complexity in a detailed and organized way.
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