Business Operations

Fay•San Francisco, CA

2d•$165,000 - $190,000

About The Position

This Business Operations role sits at the center of the Patient and Provider Operations organization, which powers the flywheel connecting clinical quality, payer trust, provider economics, and patient retention. It brings together Patient Experience, Provider Operations & Growth, and Clinical Operations. This is a strategic, analytical role grounded in operations. The most immediate need for this position is to own the data and insights that drive decision-making, develop a strong understanding of patient and provider supply and demand dynamics, and translate those insights into actionable recommendations. You will also help build and maintain the operating systems that keep a fast-moving, complex organization aligned and executing effectively. At Fay, we value people who are adaptable, resourceful, and excited to tackle new challenges as the business evolves. While the responsibilities outlined here reflect our highest-priority needs today, we recognize that opportunities and priorities can shift in a rapidly growing startup. We're looking for someone who is energized by that environment and eager to apply their skills wherever they can have the greatest impact.

Requirements

5–7 years in business operations, strategy, chief of staff, or similar roles at a high-growth startup or tech company; MBA preferred
Strong analytical skills with experience working directly with data, dashboards, and reporting (SQL preferred or willingness to learn)
Proven ability to own metrics and operating cadence in a fast-paced environment
Strong prioritization and judgment in ambiguous, high-change environments
Experience working across multiple functions and managing cross-functional execution without direct authority
Excellent communication skills, including writing clear, structured memos and presentations for senior audiences
Background in healthcare, marketplace, or operations-heavy environments preferred
Highly organized, detail-oriented, and proactive in identifying problems before raised
Motivated by outcomes over ownership and effective in collaborative environments

Responsibilities

Partner with Patient and Provider team leads to generate insights on patient and provider cohorts and identify opportunities to reduce churn and improve retention
Conduct market and competitive analysis to inform positioning across clinical quality, provider economics, and patient experience
Lead deep-dive analyses on strategic and operational questions and translate findings into clear recommendations and priorities
Own analysis of supply and demand dynamics in the patient and provider marketplace, helping shift toward a more predictive model
Support Provider Growth in identifying where to focus onboarding efforts (e.g., geographies, provider profiles)
Evaluate new initiatives and clarify what is driving impact, and what is not
Build and maintain the operating cadence across Patient Experience, Provider Growth & Operations, and Clinical Operations
Own weekly metrics reviews, OKR tracking, and monthly reporting, including dashboards and performance analytics
Surface risks, identify gaps, and drive accountability across cross-functional initiatives
Partner with Product, Payer Operations, and other internal teams to operationalize new features and ensure real-world needs shape product decisions
Act as connective tissue across teams by surfacing insights, resolving misalignment, and helping navigate ambiguity
Own early-stage processes, programs, or capabilities without clear ownership
Build, test, and scale new initiatives, then transition them to long-term owners
Support hiring and org-building as the team scales
Take on ambiguous, high-priority problems with full ownership