Manager or Senior Manager, Strategy & Operations - Telehealth

fsastorecom · United States · Remote

<h2>About the role:</h2> 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. <h2>Key responsibilities:</h2> Care delivery operations  <ul> <li>Manage the day-to-day operating relationship with Patiently's clinical, provider, and telehealth-platform partners. </li> <li>Ensure patients move smoothly from intake through provider review, treatment, and ongoing care. </li> <li>Identify workflow breakdowns and lead cross-functional efforts to resolve root causes. </li> <li>Have ownership mindset to drive solutions and think of second order effects when resolving operational challenges.  </li> </ul> Pharmacy and supply-chain operations  <ul> <li>Manage operating relationships with pharmacy, fulfillment performance, turnaround times, and SLAs. </li> <li>Build contingency plans for capacity constraints, shortages and partner disruptions. </li> </ul> Platform and partner coordination  <ul> <li>Ensure responsibilities and handoffs are clear across Patiently, providers, pharmacies, customer support and technology partners. </li> <li>Lead readiness planning for major launches - workflows, escalation paths, reporting and contingency plans. </li> </ul> Customer-support partnership  <ul> <li>Partner with CS to unblock operational constraints and improve patient experience. </li> <li>Coordinate resolution of complex cases across clinical, pharmacy, payment, or partners. </li> </ul> Operating cadence and performance  <ul> <li>Utilize data for key operational metrics to drive business performance. </li> <li>Develop SOPs, playbooks, and controls that allow Patiently to scale efficiently. </li> </ul> <h2>What you'll need:</h2> <ul> <li><span data-contras

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