Senior Operations Lead, Central Operations (Remote, US Only)

Wingz is a rideshare platform focused on Non-Emergency Medical Transportation (NEMT). Our network of compassionate, credentialed drivers helps vulnerable populations gain access to the care they need. About The Role We’re hiring a Senior Operations Lead to help set the standard for how Central Operations runs at Wingz. This is a senior individual contributor role. You won’t manage a team directly — instead, you’ll be a force multiplier for the team we already have. You’ll own high-stakes operational programs end-to-end, design the playbooks and operating cadence the team runs on, and turn what we learn on the ground into scalable processes and durable tooling. This role is for someone who can drive outcomes without authority, operate well in ambiguity, and raise the bar through the quality of their work. When something breaks in a way that matters, you’re in the room — calm, clear, and focused on solving the problem. What You’ll Do Own High-Leverage Programs: Lead the highest-priority Central Operations programs end-to-end, including market launches, broker integrations, recurring SLA risks, and operational initiatives that don’t yet have an obvious owner. Build Operating Systems: Design the cadence, playbooks, and artifacts that help Central Ops scale, including weekly business reviews, incident protocols, postmortems, broker scorecards, and internal operating rubrics. Raise the Operational Bar: Help improve on-time performance, trip completion rate, broker SLA adherence, and rider/driver experience by setting a high standard in your own work and documenting what “good” looks like for the broader team. Partner with Product and Engineering: Translate operational pain points into clear product requirements and roadmap opportunities. Stay close enough to the build process to ensure what ships actually solves the problem. Lead Incident Response: Step in when important operational issues arise. Bring calm to the room, clarity to the written communication, and rigor to the postmortem. Support Broker and Partner Relationships: Serve as a senior operational voice with brokers, health plans, and other partners when the relationship or situation calls for it. Mentor Without Managing: Help ops associates and team leads get better by example, through feedback on their work, and by being the person they trust with hard operational questions. Stay Close to the Ground: Spend time inside the actual work — dispatch queues, support tickets, rider/driver issues, broker escalations, and team workflows — and bring those learnings back into process, tooling, and strategy. What You’ll Need 5+ years of experience in operations, marketplace operations, logistics, healthcare operations, or a similarly complex operating environment. Experience driving cross-functional programs across multiple markets, teams, or time zones. A track record of delivering outcomes without relying on direct authority or formal reporting lines. Strong written communication skills, including the ability to create clear playbooks, postmortems, scorecards, operating rhythms, and executive-ready updates. Strong analytical judgment; comfortable reading dashboards, identifying trends, assessing risk, and separating signal from noise. Experience improving operational performance through process redesign, tooling, automation, or better operating cadence. Ability to work closely with Product and Engineering teams to translate operational problems into scalable tools and workflows. Strong judgment under ambiguity, with the ability to make defensible calls, adjust quickly, and communicate clearly. A humble, collaborative approach with a bias toward team outcomes over personal ownership. Desire to work in a fast-paced, startup environment. Bonus Points Experience in NEMT. Experience in rideshare, last-mile logistics, broker-managed care, healthcare operations, or other marketplace/on-demand operations. Experience helping launch or scale operations across multiple markets. Experience working alongside Product and Engineering to ship internal tools, not just file tickets. Experience using LLM tools in real production operations workflows, such as triage, labeling, QA, exception handling, support routing, or operational analysis. Why Wingz? Mission-driven work that makes a tangible difference in people’s lives. A small, agile team where your impact is felt every day. #J-18808-Ljbffr Wingz