Head of Service Operations

About Us

Stork Club is a next-generation end-to-end reproductive care benefits provider that helps businesses attract top, diverse talent, drive better clinical outcomes, and reduce their largest area of healthcare cost, reproductive care (~$300B per year). We have an audacious mission to rebuild health insurance from the inside out while providing continuous reproductive care and support for everyone at every stage of their life.

Trusted by leading employers, Stork Club raised over $30M from top-tier investors General Catalyst, Slow Ventures, Bowery Capital, and others. One of our members recently shared their family-building journey, “I'm so happy that my company switched to Stork Club before I quit trying. The level of care I got after the switch was leaps and bounds better than any care I'd received prior, and I totally attribute our success to Stork Club and our clinic.”

If you love big problems, aren't afraid to work hard to change an entire industry, and are excited to work with people who deeply care about what they do, we'd love to talk.

About the Role

We’re looking for a senior innovative operations leader to lead the scaling of our core service operations in the US and globally as we continue to grow our customer base. This leader will own strategic and operational targets and outcomes for the core function of the company to ensure we provide the highest quality services to our members while scaling a sustainable business, reducing the cost of care for and streamlining processes with integrated stakeholders to offer a truly comprehensive reproductive care experience (e.g., medical providers, insurance carriers, benefits teams).

Building next-gen healthcare experience and business requires a leader who thinks outside the box and has successful experience with no-code automation, AI, and SOP management. You’ll be working hands-on with one of the largest teams in the company, and at its core, your job will be to:

1. Empower your team to own targeted results and ship on time while being great team players, as many of the projects are cross-functionally heavy 
2. Identify processes and problems impacting our stakeholders by cutting through the muck and understanding and establishing key requirements utilizing both 100ft and 1ft views.
3. Build SOPs and playbooks to drive repeatable, scalable processes while using no-code automation tools to automate wherever possible and work with our product team to evolve our proprietary platform.
4. Grow a proprietary national and global network of providers while owning key revenue ops metrics as your team drives AR.
5. Scale your high-performing team sustainably to build a successful business   

If we do our job right, we’ll scale with a small elite team, not hundreds of people running manual processes.

Some Backgrounds We Think Would Make a Great Fit:

• You’ve been in a similar role at either tech or health tech early-stage (Series A, B) multi-sided marketplace where you owned or led the supply side of the marketplace
• You’ve been an operations generalist at a startup with customer or user-facing operations with a successful track record to scale from Product Market Fit to Scale. You want a high-growth role with a lot of runway build.
  

Responsibilities

• Design and build scalable and sustainable solutions and processes to deliver the best care experience in reproductive healthcare while leading with a people-centric approach and innovation in implementation (eg, no code automation, AI, SOP management). 
• Be a strong strategic and tactical cross-functional leader and partner to help design and deliver new healthcare solutions, technology, and care delivery (e.g., Stork Club launched the first onsite birth doula care and national network sponsored by commercial insurance in the US, and we’ve just started).
• Own targeted outcomes on strategically important KPIs to drive better member experience, lower cost of medical care, increase access to more medical providers in the US and globally, and many more.
• Grow and retain high-performance medical provider networks across the world (Stork Club is available in 100 countries, additionally to the US)
• Ensure sustainable ops scalability as we grow the customer base with an evidence-driven, transparent approach.  

About You:

• 6+ years of successful track record in a managing operations role where you owned customer-facing service (e.g., customer/user success)  
• Successful track record at an early-stage company (Series A, B)
• Successful execution with a scrappy “get-things-done” approach to help ship on targets that the company hasn’t tried before and learn on the fly with transparent accountability on progress and results
• Readiness to roll up the sleeves to investigate issues, design processes, and help other leaders in GTM efforts
• A successful track record in an operations role at a multi-sided marketplace startup is a big plus
• High EQ: able to build trusted relationships
• High IQ: able to become an expert in a complex space
• Passion, integrity, empathy, creativity, humility, and grit.

You're Perfect for this Role if You:

• Lead with a people-centric mindset to build relationships and provide the best service.
• Have experience using no-code tools to automate processes
• Have An eye for figuring out elegant solutions to complex problems
• Are ready to roll up your sleeves to make an immediate impact
• Love the idea of being an independent leader on a fast-growing startup team
• Are smart, scrappy, and extremely organized
• Love to work remotely in an environment that values clear communication and transparent project management tools (not endless status meetings, spreadsheets, and presentations).

Benefits:

• Competitive compensation
• Equity
• Apple workstation
• Remote first work from home, forever
• Quarterly team offsites in beautiful locations 
• Flexible vacation policy
• Health, dental, and vision insurance, HSA 
• Fertility benefits
• 401k retirement savings plan
• Home office allowance
• ...and more!