Own TC operations end-to-end: daily routing, pod structure, productivity tracking, quality standards, and capacity planning
Build the operational infrastructure — routing logic, productivity tracking, reporting, and capacity planning — that allows the TC team to scale efficiently
Identify bottlenecks across our core operational workflows and design scalable solutions, partnering with Product and Engineering to automate and streamline where possible
Build the performance management system for our treatment coordinators — define what a great day looks like, establish clear metrics, and create the accountability infrastructure to enforce them
Build scalable SOPs and playbooks that codify institutional knowledge and allow the operation to grow without relying on any single person
Partner with Recruiting and Enablement to build a TC hiring and ramp playbook that improves quality, reduces turnover, and scales hiring velocity

5+ years of operations and/or strategy work in a high growth startup or big tech environment
Track record of success in building new operational processes and an ability to work through ambiguity
Demonstrated ability to build 0-to-1 systems — you've designed operations from scratch, not just inherited and optimized them
Track record of improving complex, cross-functional processes and driving measurable efficiency gains
Strong analytical mindset with experience using data to identify gaps, set targets, and drive decisions
Highly process-oriented with a bias toward documentation, single ownership, and scalable infrastructure over tribal knowledge
Comfortable operating with ambiguity — you can define the problem, build the plan, and execute it simultaneously
Willingness to roll up your sleeves and do the hands-on work while building the system that replaces it

Strategy & Operations Manager

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