Head of Health Care Operations

Incubated by Frist Cressey Ventures and backed by CVS Health Ventures, 25M Health, Memorial Hermann Health System, Samsung Next and others, Thrive Mobile is the world's only wireless platform built for healthcare. Many Medicaid and Medicare beneficiaries struggle with unreliable wireless service, frequent number changes, and limited data, all of which disrupt access to care. We partner with health plans and state governments to distribute a mobile service that includes an embedded engagement layer on the device itself. Our mission is simple: build the mobile platform that makes healthcare easier.

We are looking for an Operations Manager to lead and scale our member sales & support team (the Thrive Assistant, or "TA," team) — the front line that keeps our members connected and engaged with their healthcare. As we grow our member base significantly over the next year, you will own how that team runs, including the people, the daily workflow, the operational health of the queue that routes their work, and the ongoing improvement of our member experience operations.

This is a hands‑on, technically capable management role. Our TA team's work is orchestrated through automated task logic across a variety of tools, so you won’t just manage people — you’ll build and fix the workflows behind the work and dig into the data to understand performance, spot trends, and surface opportunities. That analysis spans both reviewing dashboards and going a level deeper into the data itself to investigate findings and flag deeper needs to Engineering. You’ll own the daily operational performance of the team and partner closely with Client Operations, Product, and Engineering.

Own the TA team end‑to‑end: manage staffing to meet business objectives, support day‑to‑day workload (priorities, task‑work, and ticket management), monitor performance and throughput, and partner with our support team to implement continuous process improvements.

Build the management scaffolding (rituals, quality standards, escalation paths) that lets the team scale without quality slipping.

Be the consistent, responsive day‑to‑day point of contact for the TA team on urgent matters — escalations, quick pings, and real‑time issues.

Create scalable processes in collaboration with Client Operations, Product, and Engineering to improve overall member experience.

Run the Operation

Own the health of the TA workflow, with our CRM as the system of record for what gets done each day.

Treat the TA team as the member safety net: when issues arise, quickly answer what is happening, how widespread it is, and whether it’s a symptom of a deeper product or system problem — resolving what’s in scope and escalating systemic issues to Product/Engineering with clear evidence and impact sizing.

Build and maintain automations , escalating to Product for deeper technical/platform needs (backend data warehouse details, pipeline issues, anything requiring real engineering).

Get into the data and put it to work — dig into the data behind our dashboards to drive themes, root‑cause analysis, and the learnings or tests worth running, leveraging AI tools to get to next steps faster.

Manage the call‑center knowledge base — keep it current and add automations and alerts where the available workflows allow.

Own the public‑facing Help page content in partnership with Product & Client Operations — keep it accurate, clear, and aligned with how the team actually resolves issues.

Drive closure of platform issues in partnership with our logistics partner and the TA team — track stuck orders to resolution and surface recurring fulfillment problems to the right owner.

3–6 years of experience in business operations, call center operations, product operations, or a technical‑operations role.

Proven low‑code automation experience inclusive of SQL in some workflow stack (e.g., n8n, Zapier, Make, Power Automate, Zoho Flow, or similar) — our specific tools are learnable on the job, but the transferable skill of building and fixing automated workflows is what matters.

Can get into the data independently — you know your way around querying and analyzing data to answer your own questions, rather than only reading a dashboard someone else built.

Root‑cause analytical thinking — you turn data into themes, hypotheses, tests, and learnings, not just charts.

Comfort with task, ticket, and call‑center / contact‑center operations.

Experience scaling a team or operation through a high‑growth period is a strong plus.

Hands‑on experience specifically with Zoho (CRM/Desk/Flow) and/or n8n.

Telecom / MVNO / healthcare operations background.

Exposure to a compliance framework (SOC 2, HITRUST, PCI, HIPAA).

You use it in daily execution (drafting, summarizing, triaging), to build and maintain the automations and reusable “skills” the team runs on, and to investigate data and pressure‑test your own analysis.

Operates well in ambiguity and cross‑functionally — comfortable without a fully defined playbook, partnering across Product, IT, and the call‑center team.

Member‑obsessed — you treat the front‑line safety net as personal, because it is.

Energized by the operation and the people in it — you want to run a team and make it better as it scales, not retreat into a pure build role.

You've met the team, mapped current coverage and quality, and identified the first operational and workflow gaps.

You've taken first ownership of the ticket/task queue and started fielding the team's urgent matters directly.

Scheduling, quality, and escalation run on rhythms you've established.

The TA team is scaling smoothly with member growth — quality and SLAs hold even as headcount rises.

You've shipped at least one meaningful automation or dashboard — built yourself, or scoped into a clear requirements doc and delivered with Product.

TA management is a self‑running function. 100,000–$125,000 base + 10% target bonus

Incentive Stock Options aligned to salary, role and impact

Hybrid work options in New York, NY

Thrive Mobile Mission Days: 4x per year we individually take a full day away from the office to connect with the Thrive mission

$1,000 yearly vacation bonus for taking five consecutive days of vacation, fully unplugged from work

Up to six weeks of paid bereavement leave, medical leave, and disaster leave

Health insurance, dental and vision, commuter benefits, & 401(k) benefits with company matching