Service Operations Senior Manager / Principal

Moxie•New York, NY

48d

About The Position

We’re looking for a Service Operations Senior Manager to lead and scale Moxie’s most complex cross-functional operations. In this highly strategic, hands-on role, you’ll design the systems, processes, and frameworks that keep Moxie fast, accurate, and compliant as we expand into new states and services. You’ll partner with leaders across Legal, Operations, Product, and Sales to operationalize state expansions, optimize add-on service delivery, and ensure end-to-end readiness for every new market we enter. You’ve likely played a pivotal role in operational strategy at a high-growth startup or in a consulting environment — shaping key decisions that fueled company expansion, improved efficiency, and enabled scalable, sustainable growth. At Moxie, your work will do the same: turning operational complexity into systems that power how we grow. Note: We’re open to hiring this role at either the Senior Manager or Principal level. Final title and scope will be determined based on candidate experience.

Requirements

Experienced Operator – 5–10 years of experience in operations, project management, or business systems within high-growth environments (healthcare, SaaS, or service-based businesses preferred). Prior experience in management consulting or operational strategy strongly preferred.
Cross-Functional Leader – Proven track record leading initiatives across multiple teams and functions with competing priorities, ideally including consulting or advisory work where stakeholder alignment was key.
Systems Thinker – Skilled at diagnosing operational bottlenecks and designing frameworks that scale — from state expansion to service delivery.
Tech-Forward Builder – Proficient with operational tools like Notion, Glean, HubSpot, and Slack automation; curiosity and comfort working with AI tools a plus.
Strategic Communicator – Able to distill complexity into clear, actionable plans and communicate effectively with executives and team leads.
Data-Driven Decision Maker – Brings a structured, metrics-based approach to forecasting, performance tracking, and capacity management.
Hands-On Executor – Comfortable owning both the strategy and the daily execution that keeps projects moving and teams aligned.

Responsibilities

Lead State Expansion Initiatives – Manage the operational planning and execution of new state launches, including regulatory filings, compliance requirements, and collaboration with Legal, Sales, and Marketing.
Operationalize Add-On Services – Map, forecast, and optimize the full add-on service lifecycle — from sales packaging and pricing to fulfillment and performance tracking.
Design and Maintain Centralized Systems – Build project plans that unify all “Ops Required” initiatives, automating updates between Notion, Slack, and HubSpot to ensure transparency and consistency across teams.
Drive Cross-Functional Execution – Partner with Ops, Legal, and Product leads to ensure operational readiness for all major company initiatives and state launches.
Forecast and Manage Capacity – Build forecasts that help team leads understand operations bandwidth and resourcing needs across ongoing projects.
Scale Compliance and Legal Operations – Manage Discern tasks and filings, lead coordination with Corporate Creations, and collaborate with Legal to implement compliance systems across Moxie Suite.
Analyze Service Performance – Own the ongoing analysis of add-on service conversion, fulfillment, and performance metrics to drive continuous improvement and revenue growth.
Integrate AI and Automation – Identify and deploy AI tools that automate project management, capacity planning, and reporting to increase operational velocity and reduce manual work.