Job Description
Build and refine the clinical staffing/demand model (forecasting, capacity, fill rates, schedules, state coverage). The candidate will stand up support ops for new products (SLAs, escalation, QA/coaching, knowledge and workforce management across channels). Run payment ops for subscriptions and visits (billing, refunds, recovery, disputes, reconciliation) with Finance/RCM. Define KPIs and dashboards with a weekly operating cadence (utilization, service levels, FCR, cost/contact, refund time, payment success, DSO, unit economics).
Implement the tooling stack (WFM, contact center, QA, help center, payments, subscriptions) with reliable integrations. Lead launch readiness and stabilization (staffing, training, playbooks, SLAs, alerting/backup; cutover, pilots). Hire and develop a lean, high-ownership team.
About Maven Clinic
Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us.