Head of Operations

🏃🏼 Short on time? Summary below

• Who you are: experienced, detail orientated startup operator
• Salary: $165,000 - $215,000 depending on experience + share options
• Time zone: ET timezone - US East Coast

Why we need this role

As a result of our continuous customer and product line growth, we’re looking for an someone to own all product operations at Vital. We’ve spent a lot of time as a team defining this role as it’s going to be fundamental to our success. We’re searching for an experienced startup operator who gets their energy from metrics, building process from scratch and who cares deeply about the end user. Your ultimate objective of this role is to build a scalable system in the face of continuous failures - does this excite you? then let’s dive into the specifics.

What you’ll be owning

You will take operational ownership over a few different product lines, these will include owning:

• Business and contractual operations between our vendors and labs This will involve managing, identifying and speaking to existing and new vendors and labs
• Scaling our internal lab operations to meet demand of customers This is the process of working with our team to identify internal bottlenecks to help improve our customer experience
• Supply chain management of our at-home kits: This will involve managing warehouse operations for existing customers and making sure business readiness to launching new large scale kitting projects

What you’ll be doing day to day

• Scaling product operations: you will be focusing on building scalable internal workflows so that we can handle millions of tests results across hundreds of customers. You’ll be working closely with Customer Success and Product to make this a reality.
• Vendor and supplier management: you’ll be building and maintaining strong relationships with lab vendors, negotiating new pricing, and managing any ongoing issues that may arise. This includes regular syncs with vendors, as well as identifying and signing new vendors for devices, lab and kitting projects
• Streamlining operations across all parts of the business: You’ll be working with folks like Boris on Product, Naiara on Customer Success and Eric driving sales to make sure the relationships with our customers and vendors provide the best patient experience possible.

What this role isn’t responsible for but can contribute to

Given the world of operations is an extremely broad, we wanted to be clear with you about what you won’t have on your plate so that you know is this is the right role for you. Please note, for all of these bullet points, your input and opinion will be very much welcome.

• Product strategy - you’ll be working with Boris to agree an ambitious yet realistic product roadmap
• Internal Company Operations - you will of course input on finance and hiring plans and will report to Maitham our CEO and Founder
• Customer Success - making sure customers are onboarded successfully and within 4 weeks of launch so that we maintain our high customer satisfaction score. Customer Support will be owned by the Success team.

Who you are as a person

• You have a genuine interest in healthcare and are excited about how technology transform patient experiences
• You’re an organized person who is completely metrics and detail obsessed in everything you do
• An extremely curious person - wanting to know how things work, especially in a regulated industry like healthcare
• You care deeply about how your processes impact the end user, in this case - patients
• You are comfortable with things going wrong once in a while and approach this is a calm, pragmatic way
• You are comfortable working in a remote-first company, spread across the world
• You are based in ET timezone and are able to travel to vendors on an ad hoc basis

You have these skills and experiences

• A hands on seasoned startup operator who thrives in ambiguity and has managed entire functions before
• A natural project manager who’s always aware of lots of moving parts
• You have experience building new productive relationships with vendors
• You understand what’s needed to scale an evolving tech platform
• You’ve built and led teams in a fast growing environments

Not a showstopper but awesome if you have these

• Experience in either healthcare, a clinical setting or another highly regulated industry

How we’ll get to know you

• Initial call with Beth owning Talent - 30 minutes
• Product call with Boris owning Product - 45 minutes
• Analytical case study - up to 180 minutes
• Role specific interview with Naiara owning Customer Success and Operations currently and Maitham our Founder - 60 minutes
• General interview with other members of the team - 60 minutes
• Founder Interview with Maitham - 30 minutes