Manager or Senior Manager, Strategy & Operations

FSAStore.com

5h•$115,000 - $160,000•Remote

About The Position

Patiently™ is a multi-condition telehealth business helping consumers use tax-advantaged healthcare dollars for treatment and care. As we scale our condition roadmap, we need a strong operator and strategic thinker to build and run the operational foundation of the business. This is a hands-on role for someone who can move between resolving an immediate patient or partner issue and building the processes, metrics, and cadence to scale. The right person thrives in an evolving environment — comfortable building 0-to-1 workstreams, creating structure where none exists, and driving results across internal and external partners. You will own day-to-day coordination and performance across clinical and provider workflows, pharmacy and fulfillment partners, customer support, and platform partners — working cross-functionally with Marketing, Product, Analytics, CS, Finance, and Operations to remove constraints and build a repeatable operating system as Patiently scales.

Requirements

Minimum of 5+ years of experience in healthcare operations, telehealth, or a similarly complex regulated environment.
Experience managing external partners against defined service levels and business outcomes.
Strong understanding of operational workflows with the ability to diagnose problems across multiple organizations and systems.
Demonstrated success building processes, reporting and operating cadences in a growing and evolving business.
Strong analytical judgment: use data to identify risks, priorities, and performance.
Ownership mindset with hands-on operating style: investigate individual issues while building scalable solutions.
Comfortable with ambiguity: able to make progress before every process or ownership boundary is fully defined.
Manager level: Minimum of 5 years of experience in healthcare operations, telehealth, provider operations, pharmacy operations.
Manager level: Experience managing external partners against defined service levels and outcomes.
Manager level: Strong understanding of operational workflows and cross-functional problem solving.
Senior Manager level: 5–8+ years of experience in digital health operations, including end-to-end management of multi-stakeholders, platforms and complex regulated environment.
Senior Manager level: Has built or involved in establishing operational processes from scratch (0-1 experience) with minimal guidance.
Senior Manager level: Track record reporting to cross-functional stakeholders/leadership on operational performance.

Nice To Haves

Experience in a multi-condition telehealth or digital-health business.
Direct experience with provider networks, pharmacy partners or prescription fulfillment.
Experience supporting employer, benefits or B2B healthcare programs.
Experience transitioning from outsourced operations to internally managed capabilities.
Familiarity with healthcare compliance, patient privacy and regulatory environments.

Responsibilities

Manage the day-to-day operating relationship with Patiently's clinical, provider, and telehealth-platform partners.
Ensure patients move smoothly from intake through provider review, treatment, and ongoing care.
Identify workflow breakdowns and lead cross-functional efforts to resolve root causes.
Have ownership mindset to drive solutions and think of second order effects when resolving operational challenges.
Manage operating relationships with pharmacy, fulfillment performance, turnaround times, and SLAs.
Build contingency plans for capacity constraints, shortages and partner disruptions.
Ensure responsibilities and handoffs are clear across Patiently, providers, pharmacies, customer support and technology partners.
Lead readiness planning for major launches - workflows, escalation paths, reporting and contingency plans.
Partner with CS to unblock operational constraints and improve patient experience.
Coordinate resolution of complex cases across clinical, pharmacy, payment, or partners.
Utilize data for key operational metrics to drive business performance.
Develop SOPs, playbooks, and controls that allow Patiently to scale efficiently.