Head of Operations

The Role

We're hiring Loula's founding Head of Operations. Loula's operations are powered by a strong team of individual contributors doing incredible work - but the business has grown to a point where we need someone whose job is to make sure the pieces fit together.

Right now, our credentialing, provider success, revenue cycle, and patient operations functions each have great people executing within them. What's missing is the connective tissue: someone who owns how these functions interact, surfaces gaps before they become problems, builds the processes that don't yet exist, and manages a team of four who are doing some of the most important work at Loula.

This is a player-coach role. You'll manage people and you'll also do the work. You'll think at the systems level and you'll get into the details when it matters. You'll report directly to the CEO and help shape what Loula's operational foundation looks like as we scale.

What You'll Do

Team & People Management

• Manage four direct reports: two Provider Success Managers, one Credentialing Manager, and one Care Navigator.
• Ensure each team member is clear on priorities, has what they need to execute, and is developing in their role.
• Connect the work across functions so handoffs are smooth and nothing falls through the cracks.

Revenue Cycle Management

• Own the pre-submission pipeline: ensure eligibility verification, pre-claim work, and claim submission processes are running smoothly and issues are caught and resolved quickly.
• Loula uses Candid Health to handle claims scrubbing and most pre-submission workflows - you'll need to understand how this system works, identify gaps, and improve the processes around it.
• Manage Loula's relationship with our post-submission RCM vendor, who handles claim denials, rejections, stale claims, and revenue recovery - tracking their performance, holding them accountable, and escalating issues as needed.
• Build operational structure around RCM workflows that currently sit in informal ownership, with a long-term goal of hiring a dedicated RCM lead.

Provider Success & Credentialing

• Own operational outcomes for provider onboarding and credentialing: pipeline health, timeline, and quality.
• Support the Provider Success team in building and refining the systems, resources, and SOPs that help doulas successfully navigate insurance.
• Ensure the credentialing pipeline is prioritized, tracked, and moving efficiently.

Patient Operations

• Stand up the operational infrastructure for Loula's patient referral and care navigation function, a new and growing line of business.
• Partner with the Care Navigator and cross-functional teams to build the workflows, SOPs, and tools this function needs to scale.
• Own the operational roadmap for patient operations as this part of the business develops.

Process & Systems

• Identify where process is missing, informal, or unclear and build what's needed.
• Create and maintain documentation so that how Loula operates is visible and accessible - not just in people's heads.
• Flag operational risks and inefficiencies to leadership before they become blockers.

You Are

• A player-coach: you're energized by managing a team and also by doing the work yourself, especially when something needs to get built from scratch.
• Highly organized and systems-minded: you see how things connect, notice when they don't, and know how to fix it.
• A strong communicator and manager: your team feels supported, aligned, and knows exactly what they're working toward.
• Comfortable with ambiguity: you don't need perfect information to make good decisions or move forward.
• Curious and detail-oriented: you care about getting things right and will dig into the nuances of a workflow, a vendor relationship, or a process gap until it's resolved.
• Mission-driven: you care about perinatal health equity and understand that great operations directly expand access to care for families.

Your Experience

You have 5+ years of experience in healthcare operations. You've been an early operator at a startup - you know what it means to build systems from scratch, operate without a complete playbook, and scale a function through periods of rapid change. Specifically, you've:

• Managed a team and helped each person grow, prioritize, and execute well.
• Owned complex operational workflows end to end, including building processes where none existed.
• Worked across functions to solve problems that don't belong to any single team.
• Navigated a fast-moving, early-stage environment where priorities shift and the answer isn't always obvious.
• Bonus: direct experience in payer contracting, revenue cycle management (including familiarity with Candid Health), or provider credentialing workflows.

Compensation & Benefits

• Competitive salary commensurate with experience
• Generous equity package
• Unlimited PTO
• Medical, dental, and vision coverage - FSA & HSA options
• Access to One Medical, Talkiatry, Peloton, Kindbody, and more
• Short & Long term disability insurance, Life insurance
• Team fun! Dinners, activities, retreats

Loula is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. We are committed to building a diverse and inclusive team.