Director, Strategy & Operations

Solace

3d

About The Position

Solace is a Series C startup founded in 2022, backed by prominent investors, aiming to simplify the complex U.S. healthcare system. We pair patients with expert advocates and provide tools for better decision-making and outcomes. Our U.S.-based team is lean, mission-driven, and rapidly growing. We are seeking individuals who are ready to redefine healthcare with urgency, precision, and heart, offering a challenging environment to do impactful work alongside a dedicated team.

This role is the first hire for Solace's Strategy & Operations (S&O) function, tasked with writing the playbook for how the company scales. The S&O function is responsible for improving Solace's operations as it grows, focusing on critical operational problems, designing solutions, and partnering with department leaders to implement and ensure the durability of changes. The role emphasizes execution, requiring individuals who can rigorously diagnose problems and remain engaged until new operating models are established. Initial focus areas include scaling the CX operation, conducting cross-functional operational diagnostics to identify scale gaps, and establishing operational infrastructure for specialized functions. The scope will evolve based on emerging priorities. This is a high-trust position with significant exposure to leadership, offering the opportunity to build and lead a team as the function expands.

Requirements

• A strong analytical foundation: You can structure ambiguous problems, build the model or the framework that makes them tractable, and pressure-test your own conclusions before someone else does.
• Operational instincts: You understand that the gap between a good recommendation and a working operation is enormous, and you are energized by closing that gap rather than handing it off.
• Credibility with highly specialized experts: You can sit in a room with a department head, push them on how their function actually works, and have them come away feeling like the conversation made their operation better, not threatened.
• A bias to ownership: You measure your success by whether the change you drove is still working six months after you moved on.
• Comfort with ambiguity and white space: There is no template for this role. You will be making judgment calls about what to work on, how to scope it, and when to declare it done.
• Strong written and verbal communication: You can write a one-pager that an executive can act on in five minutes, and you can run a working session that gets a cross-functional team to a decision.
• Applicants must be based in the United States.

Nice To Haves

• Experience in healthcare, regulated industries, or services businesses with a human delivery model.
• Experience building an S&O, BizOps, or Chief of Staff function from scratch.

Responsibilities

• Own end-to-end strategic and operational initiatives: From problem definition through implementation and measurement.
• Partner with department leaders: Diagnose where their operations need to evolve for the next stage of scale, and co-own the work to get them there. This includes working closely with clinical leadership to design "lighter-touch" workflows that respect clinical judgment while ensuring efficiency.
• Build the analytical foundation: Create frameworks for measuring operational performance across functions to replace decisions currently made by intuition.
• Lead specific workstreams: Drive company efficiency, measure AI integration impact, and identify upstream drivers of CX volume to solve problems before they reach agents.
• Run cross-functional projects: Take ownership of scale initiatives where no single department owns the outcome.
• Shape the S&O function: Define how this team operates, how it engages with the rest of the company, and what profiles we hire next.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed