Operations Manager

Sword Health is on a mission to free two billion people from pain as the world's first and only end-to-end platform to predict, prevent and treat pain.

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using technology to save millions for our 25,000 enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2024, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we've also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we're looking for individuals with passion, commitment, and energy to help us scale our impact.

Joining Sword Health means committing to a set of core values, chief amongst them to "do it for the patients" every day, and to always "deliver more than expected" on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

We are looking for a dynamic and adaptable Operations Manager to join our Client and Member Operations team. In this pivotal role, you will be one of the key leaders helping to shape and drive the success of our operations across three critical areas: Member Operations, Client Operations, and Strategy and Operations. This role requires flexibility, a problem-solving mindset, and the ability to manage, motivate, and guide a team through continuous change and process improvements. If you are an experienced operations leader who thrives in fast-paced, collaborative environments and enjoys making a tangible impact, we'd love to hear from you.
What you'll be doing:

Lead and support the Member Operations, Client Operations, and Strategy and Operations teams, with a focus on ensuring seamless cross-functional coordination and process optimization;
Oversee the entire member journey, from enrollment through to their exit, ensuring a smooth, positive experience while handling escalations, customer support, and proactive process improvements;
Manage the full client lifecycle, including implementations, configurations, and ongoing coordination with internal teams (marketing, revenue, sales, product) to ensure clients are onboarded as contracted;
Identify and implement improvements to internal and external processes, ensuring high-quality client and member experiences;
Handle particular use cases, uncovering the root cause, issues, and needs, creating solutions, and incorporating them into current and ever-changing processes to establish standard resolutions;
Use data-driven insights to create dashboards, monitor and control metrics, and drive performance optimization for team operations;
Work closely with the Strategy and Operations team to align on product requests, improvements, and new feature designs that support both member and client needs;
Manage team performance, ensuring motivation, development, and support while fostering a collaborative, problem-solving culture;
Develop and ensure adherence to operational best practices across all teams, ensuring alignment with company goals and objectives while continuously optimizing workflows and systems for maximum efficiency and impact.
What you need to have:

4+ years of experience in management roles, namely in operations, process optimization, customer success and experience, project management, implementation, or related fields;
Proven ability to lead, manage, and motivate cross-functional teams in a fast-paced environment;
Strong critical thinking skills, with the ability to troubleshoot and solve complex issues quickly and efficiently;
Experience in handling data analysis, creating reports, dashboards, and tracking key performance indicators (KPIs);
Exceptional problem-solving abilities, with a keen eye for identifying process inefficiencies and areas for improvement;
Strong communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external stakeholders;
A solid understanding of operational workflows and best practices across member and client management;
Ability to thrive in a constantly evolving environment, handling ambiguity with resilience and flexibility.
What we would love to see:

A mindset of continuous improvement and a drive to optimize all aspects of operations, from internal processes to client and member journeys;
Experience in creating and refining operational workflows and implementing scalable solutions;
Strong decision-making abilities, with the capacity to see the bigger picture while addressing immediate needs;
Demonstrated ability to manage both short-term and long-term goals, balancing day-to-day tasks with strategic initiatives;
Familiarity with the challenges of managing teams through periods of transition and change;
Knowledge or experience working in customer success, or other customer-centric industries is a plus.
To ensure you feel good solving a big Human problem, we offer:

A stimulating, fast-paced environment with lots of room for creativity;
A bright future at a promising high-tech startup company;
Career development and growth, with a competitive salary;
The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;
A flexible environment where you can control your hours (remotely) with unlimited vacation;
Access to our health and well-being program (digital therapist sessions);
Remote or Hybrid work policy.
Portugal - Sword Benefits & Perks:

• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to our Learning Platform

Note:Please note that this position does not offer relocation assistance. Candidates must possess a valid EU visa and be based in Portugal.

Sword Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.