Head of Operations

Job Title: Head of Operations

Department: Operations

Reports to: Compliance Executive

About Luna Joy

Luna Joy is a leading provider of mental health services, specializing in supporting women through their mental wellness journey. We offer holistic therapy and medication management to help women overcome challenges like postpartum mental health issues. Our dedicated team of professionals works in a collaborative, flexible, and remote environment, ensuring comprehensive care for our clients. We are rapidly expanding and committed to improving access to quality mental health services across the U.S.

Job Overview

The Head of Operations is responsible for translating company strategy into efficient, scalable execution. This role has full end-to-end ownership of the customer journey, from referral engagement through billing, and a clear mandate: significantly accelerate revenue growth over the next nine months. The role owns day-to-day operations, cross-functional workflows, and performance systems to ensure the business runs smoothly, profitably, and is ready to scale. The ideal candidate is a systems thinker, strong operator, and people leader who thrives in fast-growing, ambiguous environments and can drive change independently.

The role is currently focused on the U.S. market, with international expansion anticipated in 18-36 months. This position requires high autonomy; the successful candidate will participate in leadership meetings and be expected to identify and implement operational changes with minimal oversight.

As part of the Luna Joy team, you will play an essential role in directly contributing to supporting the mental health journey of one million women with purpose-driven innovation, unwavering compassion, and transformative care. You will need speed to adapt quickly and efficiently, as well as the drive to be 1% better every day, constantly striving for improvement. Additionally, you will demonstrate compassion and contribute to a positive work environment by giving and getting joy in your daily interactions. These values will enable you to effectively contribute to important areas of focus and responsibility.

Key Responsibilities:

• Own and optimize all operational teams and workflows across referral management, customer operations, sales operations, business insights, call center, insurance credentialing, clinical, billing, and internal teams
• Drive full end-to-end ownership of the customer journey, from referral engagement through billing
• Build scalable systems and processes that support aggressive growth, margin improvement, and the company's near-term revenue acceleration goals
• Partner with Leadership to execute company strategy and quarterly priorities, including active participation in leadership meetings
• Establish and track operational KPIs, with a focus on referral volume, conversion rates, and retention, ensuring accountability and continuous improvement
• Identify bottlenecks, risks, and inefficiencies, and drive solutions, leveraging AI and automation to streamline workflows wherever possible
• Lead, coach, and develop operations and operations-adjacent teams (currently 15-17 people, with the org structure still evolving)
• Oversee vendor management, tooling, and operational spend
• Ensure operational readiness for new products, partnerships, and market expansion, including eventual international growth
• Collaborate closely with Clinical, Finance, Sales, Product, Engineering, and Compliance teams

Qualifications:

• 5+ years of experience in operations leadership, ideally in U.S. healthcare services businesses; behavioral health experience strongly preferred; also open to candidates from primary care, telemedicine, health insurance, or exceptional SaaS operations backgrounds
• Proven experience scaling operations in a fast-growth environment
• Strong systems thinking and process design skills
• Data-driven decision-maker with experience using KPIs and dashboards
• Track record of using AI and automation to improve operational efficiency
• Excellent leadership, communication, and change management skills
• Comfortable operating in ambiguity and driving execution independently
• Genuine alignment with Luna Joy's mission in women's mental health

Nice to Haves:

• Project management tools (Asana)
• Data and analytics tools (Power BI, Looker, BigQuery)
• CRM (GoHighLevel), EHR (AdvancedMD), or operational platforms
• Google Workspace
• Lean Sigma
• Experience working closely with Product and Engineering teams

Logistics:

• This is a contractor role. Luna Joy does not currently have a U.S. entity, and U.S. work authorization is not required.
• Candidates should be based on the East Coast and available for quarterly travel to the U.S.

Compensation & Benefits:

• Base compensation is open to evaluation based on candidate experience and market
• Performance bonus tied to reaching a key company-wide revenue milestone
• Equity grant with a standard multi-year vesting schedule
• Access to educational resources and a supportive community of like-minded professionals.

Why Luna Joy?

• Mission-Driven Purpose: Be a part of an organization dedicated to improving access to mental health care, empowering individuals, and creating positive, lasting change in our communities.
• Remote-First Culture: Designed to support work from anywhere with autonomy.
• Collaborative & Inclusive Culture: Join a community of diverse talent who share your passion for making a difference. We foster a culture of collaboration, growth, and mutual support to help you thrive in your role.
• Rewarding Compensation: We recognize the value of your work with fair pay, bonuses, and opportunities for advancement as we continue to expand our reach and impact in the mental health space.

Interview Process

HR Screen: The first phase involves an initial screening with HR. During this stage, we will discuss your experience, skills, and alignment with Luna Joy's values and culture. This step ensures that you meet the basic qualifications and provides an opportunity for you to learn more about the company and the role.

Second Phase with Hiring Manager: Candidates who pass the HR screen will move on to an interview with the Hiring Manager. In this phase, we dive deeper into your technical abilities, role-specific competencies, and how you approach challenges. The Hiring Manager will assess your fit within the team and your ability to contribute to Luna Joy's mission.

Offer Stage: After the second phase, successful candidates will move to the offer stage. We will present a formal offer that includes compensation, benefits, and any additional details about the role. This is also your opportunity to ask any final questions before making your decision.

Onboarding & Training: Once the offer is accepted, the onboarding process begins. You will be guided through setting up tools, learning about Luna Joy's systems and workflows, and engaging in any role-specific training. This phase ensures a smooth transition into your new role, setting you up for success from day one.

Inclusion Statement

At Luna Joy, we are committed to fostering a diverse, inclusive, and equitable workplace where all team members feel valued and respected. We believe that diversity of backgrounds, experiences, and perspectives strengthens our ability to support women's mental health. We encourage individuals from all backgrounds, including those from historically underrepresented groups, to apply and join us in creating a positive impact in our communities. Everyone is welcome at Luna Joy, and we are dedicated to building a work environment where you can thrive and bring your whole self to work.