Operations Lead

Position Overview:

The Operations Lead will own the implementation and ongoing performance management of our customers. In this role, you will be responsible for ensuring customers successfully adopt our platform, achieve measurable outcomes, and continuously optimize their use of In-House Health. You will work closely with our product and growth teams to evolve our platform to meet customers needs and support account expansion efforts. The ideal candidate will be detail-oriented, strategic minded, process driven, and an excellent communicator. The role offers an exciting opportunity to be an early team member, with significant potential to shape the future of the organization. 

Key Responsibilities: 

Implementation and Customer Success: 

• Lead end-to-end implementations for new customers, ensuring smooth adoption and minimal disruption to operations. 
• Establish baseline metrics and success criteria tailored to each customer’s goals. 

Ongoing Performance Management & Optimization: 

• Monitor key performance metrics (e.g., agency use, overtime reduction, labor efficiency) and proactively identify improvement opportunities.
• Manage key relationships with customer stakeholders across facility leadership and frontline staff, helping them continuously refine scheduling practices and maximize ROI.
• Partner with the growth team, supporting contract renewals through demonstrated customer impact and identify expansion opportunities within existing accounts. 

Product Evolution: 

• Gather and synthesize customer feedback to identify opportunities for product enhancements.
• Collaborate with the product team to influence roadmap priorities based on real-world customer needs. 
• Develop best practices, playbooks, and case studies to standardize and scale successful implementations.

Qualifications:

• Bachelor’s degree in business, economics, engineering, or a related field.
• 3 years of experience in a highly analytical, client-facing environment such as management consulting, strategy & operations, healthcare operations, enterprise customer success, or similar roles requiring structured problem-solving and executive communication.
• High executive presence and relationship management ability - comfortable partnering directly with C-suite, facility leadership, and frontline teams; capable of influencing stakeholders, navigating ambiguity, and driving alignment.
• Proven experience owning outcomes in fast-paced, high-accountability environments; thrives on both strategic planning and rolling up their sleeves to execute.
• Process-oriented with strong operational rigor - able to design, implement, and scale repeatable systems, playbooks, and best practices across customers.
• Exceptional analytical and strategic thinking skills - able to quickly make sense of complex operational environments, build data-driven insights, and translate them into clear recommendations and action plans.
• Bias toward action with high ownership, resourcefulness, and comfort operating in startup environments with evolving processes and priorities.
• Passion for improving healthcare delivery and for working directly with customers to drive measurable operational and financial outcomes.