Operations Lead

Trovo Health•New York, NY

6d•$180 - $220•Onsite

About The Position

We are looking for a strategic, execution-oriented Operations Lead to own the design and day-to-day management of the clinical workforce that supports Trovo’s AI care team platform. You will build the operational backbone of a complex, technology-enabled services organization, standing up scalable staffing models, onboarding and training programs, scheduling and performance management systems, quality assurance processes, and the SOPs and playbooks that ensure consistent, high-quality delivery across clients and product lines. This role is designed for someone with a top-tier consulting foundation who has gone deep on operations and workforce management in a complex services or healthcare environment. You will partner closely with Product, Engineering, and Deployment teams and liaise directly with clients to ensure Trovo’s service delivery exceeds expectations as we scale.

Requirements

Operations depth + consulting background: 5+ years of professional experience, including time at a top-tier management consulting firm and meaningful hands-on experience in operations, workforce management, and/or service delivery (ideally in healthtech or healthcare services).
Workforce and staffing expertise: Demonstrated success designing and managing staffing models and operational processes for contingent workforces at scale.
Analytical rigor: Strong command of Excel, SQL, or BI tools. You define KPIs, build dashboards, and use data to drive decisions and improve performance.
Execution speed and ownership: You thrive in ambiguity, move fast, and take end-to-end ownership.
NYC-based: You are based in New York and excited to be in-office 3+ days per week.

Responsibilities

Optimize operations and drive scalability: Define KPIs, build and monitor analytical dashboards, and develop the playbooks and SOPs needed to drive consistent, scalable delivery across product lines and clients.
Go deep in workflows to drive cross-functional feedback loops: Identify breakpoints and bottlenecks, then translate findings into operational improvements for the services team and structured requests for Product.
Manage workforce structure, capacity, and performance: Design the org structure, develop staffing and capacity plans, actively monitor team allocation against client activity volumes, and own performance management for the services team.
Develop training and QA programs: Build role-based onboarding and platform training alongside quality auditing processes that catch issues early and flow back into training and workflow design.
Client partnership: Serve as liaison with key client stakeholders, ensuring seamless coordination and service delivery that meets or exceeds expectations.