Operations Lead

Marble Health•New York, NY

12d•Hybrid

About The Position

Marble is building the infrastructure for teen mental health — connecting students, families, therapists, and schools in a system that actually works. We're looking for an Operations Lead to architect what great care support looks like at scale. This isn't a role for someone who wants to manage a steady-state function. It's for someone who wants to design one. For the first few months, you'll be close to the work — handling support tickets, learning the nuances of our school partners, families, and therapist network firsthand. Then you'll use that knowledge to build the systems, SOPs, and team that make exceptional CX repeatable. This role is perfect for someone who’s excited to roll up their sleeves and get a crash course in early stage startups, company building, and decision-making in an ambiguous environment. You'll sit at the intersection of care quality, operations, and product, with a direct line to leadership and a mandate to define what patient and partner support looks like as Marble grows.

Requirements

5+ years in startup operations, management consulting, or a customer-facing role, with exposure to healthcare or high-growth environments.
Based in New York and can work from our SoHo office 3x every week.
Has built or significantly rebuilt a CX, care ops, or customer success function. You know what good infrastructure looks like and how to get there from scratch
Is a strong systems and operations thinker who writes clear documentation and builds processes others can actually follow
Is comfortable being close to the work
Is energized by ambiguity and motivated by the mission — helping kids access mental health care matters to you
Relentless drive: Brings exceptional energy and persistence to every stage of the work
No task too small — willing to do whatever it takes to move things forward
Takes full ownership of outcomes
Introspective team player: Invests in relationships and team morale
Actively seeks feedback and reflects on how to improve
Self-aware and open to being wrong
Operationally excellent: Clear, logical communicator who can make complexity simple
High output — you finish what you start and set a pace others want to match

Responsibilities

Handle support cases across our school partners, families, and therapists, developing deep intuition for where friction lives
Identify gaps in our current care support model and begin designing the systems to close them
Partner with leadership to define what "great" looks like across the school success → patient → therapist support loop
Write SOPs that allow contractors and future team members to deliver consistent, high-quality support
Hire and manage care team as Marble grows
Own the tracking, reporting, and experimentation infrastructure for CX, for e.g. run structured tests, measure what's working, and share insights across the org
Set the long-term vision for CX at Marble: what does an AI-augmented, high-leverage support function look like for a mental health company serving teens?
Build the patient retention flywheel — connecting care quality, responsiveness, and engagement to measurable outcomes
Be the voice of families, schools, and therapists internally, synthesizing what you're hearing into strategic recommendations