Operations Manager for Telehealth (Fertility Coaching)]

About Mira

Mira is a San Francisco-based hormonal health company providing integrative care and hormonal testing for over 92,000 customers. In 2023, they were recognized by Inc. 5000 as America’s fastest-growing femtech company. We started our company to help women and individuals reach their parenthood dreams and make their fertility journey smoother.

Mira’s most important breakthrough was inventing the market’s only FDA-compliant at-home fertility monitor with quantitative technology. Since the beginning, they have been on a mission to develop data-driven hormonal health solutions to help women make confident health decisions during every stage of their lives—from the menstrual stage to menopause. Mira offers solutions to test, boost, and navigate fertility—starting from comprehensive hormone testing and supplements to fertility coaching and online courses.

We are committed to helping our customers achieve the highest possible success rates and outcomes; that is why our focus is on personalized care, the use of the most cutting-edge technology, and science-backed data.

About the position

We are looking for an Operations Manager to drive the operations of our fertility coaching program. The ideal candidate excels in process efficiency, policy development, reporting, and quality control. They should come from a background in project management, customer support/success, or business analysis, blending creativity with analytical prowess.

The Operations Manager will take charge of daily operations, proactively pinpointing program challenges, and suggesting innovative solutions for ongoing improvement.

If want to challenge yourself at a high-growth startup and make a difference for women’s health please join us!

Responsibilities:

• Process Optimization: Streamline and optimize operational processes specifically related to managing the fertility coaching program. This includes analyzing existing workflows, identifying bottlenecks, and implementing more efficient methods to enhance service delivery.

• Policy Implementation: Collaborate with the Fertility Coach Lead to document and implement policies and procedures for the fertility coaching program.

• Providers Network Operations: Execute providers credentialing, onboarding, ongoing guidance, off-boarding, and day-to-day support for fertility coaches.

• Providers Capacity Management: Oversee the supply-demand ratio on the platform in different geographical regions and take proactive actions if needed.

• Operational Costs Optimization: Analyze the expenses structure and find the way to improve unit economics.

• Refund Rate Optimization: Analyze refund reasons and initiate improvements to lower it.

• Quality Control: Work with the Fertility Coach Lead to develop and implement quality control measures, ensuring top standards of service delivery and client satisfaction.

• Problem-Solving: Proactively identify and address operational challenges, proposing innovative solutions to drive continuous improvement. Anticipate and prevent issues before they escalate.

• Cross-Functional Collaboration: Collaborate with cross-functional teams including customer support/success, compliance, product management, and marketing to align operational strategies and achieve company goals.

• Reporting: Generate comprehensive reports to track key performance metrics and identify areas for improvement. Ensure that the reports generated are actionable and provide insights that drive decision-making.

Requirements

• Proven experience in resolving operational challenges

• Experience in 2-side platforms with clients and providers and understanding it’s challenges

• Strong analytical skills with expertise in Excel and the ability to present complex data effectively

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders

• Demonstrated leadership abilities with a track record of driving results in a fast-paced environment

• Fast learner with a desire to gain knowledge about hormonal health and a willingness to adapt to the challenges and sensitivities of the field

Will be a plus:

• Proficiency in managing two-sided platforms involving both clients and providers, coupled with a deep understanding of the associated challenges.

• Familiarity with the application of artificial intelligence (AI) in streamlining workflow processes and resolving work tasks efficiently.

Details

The role is a remote position, with a 40-hour workweek, flexible working hours and occasional overlap with the US team.

What we offer

• You will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals start their families

• We have a fast paced and collaborative work environment where we encourage open communication, ownership and independence

• In addition to competitive salary we offer performance-based bonus system based on OKRs

• We provide professional development opportunities – training courses, workshops and seminars

Recruiting process

Step 1 ‘Screening call with HR’ – Step 2 ‘Assessment task’ – Step 3 ‘Interview with Product Manager’ – Step 4 ‘Final interview with Product Manager, CMO, and CEO’