Operations Lead

Job Description

About In-House Health \n

In-House Health is a fast-growing health tech startup backed by leading healthcare and technology investors. We build the AI-powered scheduling and workforce management platform that skilled nursing facilities, post-acute providers, and hospitals use to run their staffing: filling shifts with their own clinicians instead of agency, controlling overtime, and making staffing decisions on real data rather than an Excel sheet and a group text.

The problem is significant, and the impact of solving it is tangible. Provider organizations across the care continuum are chronically short-staffed, spend heavily on agency labor, and still manage schedules on paper and spreadsheets. When we get it right, an organization saves real money, its clinical staff get more predictable schedules, and its patients get more consistent care.

The value team sits within the operations team and owns customer value outcomes, from launch through ongoing performance reviews and stakeholder management. We are the ones sitting across from a provider group or health system executive explaining what changed in their overtime, agency spend, and shift fill since they partnered with us, and what to do next.

As a value lead, you are the client-facing senior individual contributor on that team. You will own the relationship with a set of customer networks, run their steering committees, and be the person their COO, regional VP, or administrators call when they want to know how things are going and what to do about it. You will set the agenda for those conversations, decide what the story is, and make sure the commitments made in the room actually happen afterward. You will work alongside the Value analysts on the team, and you will also be hands-on with the numbers yourself.

We are on track to grow our customer base nearly tenfold this year. As we scale, you will help build the infrastructure that lets a small team deliver great client management across a rapidly growing book of business: the formats, templates, processes, and tools behind how we run a steerco, how we catch a network that is slipping, and how we turn a strong result into an expansion conversation. The analytics still matter. You will need to know the numbers and be able to build the analysis yourself if necessary.

You will wear many hats. In a given week you might lead a quarterly business review with a network's executive team, walk an administrator through why their facility's overtime went up, align Product on a customer escalation, and build the analysis behind next month's steerco. Priorities will shift as we grow, and a process you build in month three may be rebuilt in month nine because we have outgrown it. This role suits someone who has been in front of senior clients and has also operated somewhere without a finished playbook.

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• Own the client relationship for a portfolio of customer networks after launch, serving as the primary point of contact for executives and facility leaders and the person accountable for their results
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• Lead steering committees, quarterly business reviews, and monthly network updates, from setting the agenda and building the storyline to running the meeting and driving follow-through on decisions
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• Form a point of view on each network's performance, covering overtime, agency use, staffing levels, and shift fill, and bring clear recommendations on where to focus next rather than a readout of metrics
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• Build the analysis behind your recommendations yourself when needed, and partner with value analysts on the recurring reporting your networks rely on
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• Work hand in glove with the Ops activation team to drive improvements at the individual building level, through thoughtful, building-specific analysis and clean handovers that make clear what to change, why it matters, and how we will know it worked
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• Manage difficult conversations with confidence, including underperforming facilities, data discrepancies, slow adoption, and expectations that need resetting
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• Identify risks early across your portfolio and build recovery plans with implementation, activation, and customer success before a network becomes an escalation
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• Spot and shape expansion opportunities, such as new buildings, new modules, or deeper adoption, and partner with Sales to turn proven results into the next phase of the relationship
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• Act as the voice of the customer with Product and Engineering, translating client feedback and escalations into prioritized, well-framed requests, and closing the loop with clients on what changed
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• Build the infrastructure that lets the team scale, including standardized steerco and QBR formats, account health signals, escalation paths, and executive reporting templates, so what works for one network can be repeated across many
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• Spot where our current processes will break as we grow and fix them before they do, partnering with value analysts and Product to turn manual, one-off work into repeatable processes and tooling
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• 3+ years of experience, ideally including both management consulting and hands-on operating experience at a startup or high-growth company
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• Direct experience presenting to and managing senior client stakeholders, including leading meetings rather than only supporting them
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• Strong quantitative skills, including the ability to build an analysis or model from scratch in Excel or Google Sheets and defend it in front of a skeptical audience
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• Working fluency with general AI tools for analysis, drafting, and automation
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• Structured, concise communication, written and verbal, with the ability to land a message in a few sentences for an executive reader
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• Judgment in ambiguous situations: knowing when to push a client, when to escalate internally, and when to flag that the data is not ready to share
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• Ownership and follow-through across multiple accounts and parallel priorities without needing to be chased
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• Comfort with shifting priorities and incomplete information, and the initiative to fix what is broken rather than waiting to be assigned
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• A builder's mindset, with a track record of creating a process, template, or tool from scratch that others adopted
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• Experience in healthcare or health tech, such as provider operations, a healthcare-focused consulting practice, or a health tech company
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• Direct exposure to skilled nursing, post-acute, or hospital operations, especially workforce management, scheduling, payroll, or HRIS systems
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• Experience supporting expansion or renewal conversations with a value case or business case
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• Familiarity with BI tools such as Metabase, Looker, Tableau, or Power BI
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Week 1

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• You are set up in our tools and have walked through how a healthcare facility builds and staffs a schedule
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• You have learned the ins and outs of our platform and know how we roll out and implement across a range of customers 
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• You have sat in on client calls across several networks and know who owns what on our side and theirs
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Month 1

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• You have taken over day-to-day ownership of your first networks and run at least one client meeting end to end
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• You can explain each of your networks' performance, the drivers behind it, and the top one or two priorities
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• You have built relationships with implementation and Product, and know how to get things done across teams
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• You have identified at least one process or template that will not scale with our growth and started building its replacement
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Six months

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• You own a portfolio of large networks end to end, and clients see you as a trusted advisor 
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• You have led steering committees that ended in clear decisions, and you have turned at least one at-risk network around or one strong result into an expansion conversation
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• You have built at least one piece of infrastructure the team now runs on without you in the loop, such as a standardized steerco template, an account health review, or a process that replaced a manual one
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