Operations Lead

Position overview

The Operations Lead will be accountable for rolling out the platform to customers and managing performance after launch. The role is centered on helping customers adopt the product successfully, reach measurable results, and keep improving how they use In-House Health over time. You will work closely with the product and growth teams to refine the platform based on customer needs and to support expansion within existing accounts. This is a strong opportunity for an early team member who wants to help define how the organization grows.

Key responsibilities

• Own customer implementations from start to finish, making sure the rollout is smooth and does not disrupt day-to-day operations.
• Set customer-specific baseline measures and define what success should look like for each account.
• Track core performance indicators such as agency usage, overtime reduction, and labor efficiency, then identify ways to improve them proactively.
• Maintain strong working relationships with customer stakeholders, including facility leaders and frontline teams, and help them sharpen scheduling practices to improve ROI.
• Work with the growth team on renewals by showing customer impact and spotting opportunities to expand within current accounts.
• Collect customer feedback, organize it into themes, and surface product improvement opportunities.
• Partner with the product team to help shape roadmap priorities using real customer needs and operational insights.
• Create repeatable best practices, implementation playbooks, and case studies that can be used to standardize and scale successful rollouts.

Qualifications

The ideal candidate is detail-focused, strategic, highly process-oriented, and an excellent communicator. The role calls for someone who can handle complex operational work, influence senior stakeholders, and execute with a strong sense of ownership in a fast-moving environment.

Requirements

• A bachelor’s degree in business, economics, engineering, or a closely related discipline.
• At least 3 years of experience in a highly analytical, client-facing setting such as management consulting, strategy and operations, healthcare operations, enterprise customer success, or a similar role that requires structured problem-solving and communication with senior leaders.
• Strong executive presence and relationship-building ability, with comfort working directly with C-suite leaders, facility management, and frontline staff.
• Experience taking ownership of outcomes in high-pressure, fast-paced environments while balancing strategy with hands-on execution.
• Ability to design, implement, and scale repeatable processes, operating playbooks, and best practices across multiple customers.
• Strong analytical and strategic thinking skills, including the ability to interpret complex operational situations and turn them into practical recommendations.
• A strong bias for action, resourcefulness, and comfort working in a startup environment where priorities and processes may continue to evolve.
• Genuine interest in improving healthcare delivery and helping customers achieve measurable operational and financial results.

Additional information

This position is based in the New York City Metropolitan Area and is a full-time, onsite role. No stipend or salary details were provided.

The opportunity is framed as an early hire position with meaningful influence on the company’s future direction.