Head of Health Care Operations

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties.
Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s capacity for care and strengthen the human connection at its heart.
We found product-market fit with a freemium medical scribe that clinicians love. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again.
To go further, we’ve secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund.
If you want to join us in doing work worth shipping, jump in.

You’ll own the GTM platform, commercial ontology, and operational metrics. You are accountable for the ontology, integrity, performance, and AI-readiness of the GTM platform, as well as maintaining clear definitions for our operational metrics across GTM.

Data ontology and integrity
Define and own the global customer data model so every customer is represented in the same shape — product events, contract, billing amount, tier (custom or standard), region, and ICP segment — regardless of region or how they were sold, making segmentation, attribution, and lifecycle work reliable.
Lock down the core, globally consistent fields and explicitly define which attributes regions may configure locally, keeping the foundation stable while leaving room for legitimate regional variation.
Govern field creation through a clear request-and-review process: regional teams propose new fields, and you either approve them into the global model or push them down to the application layer to prevent schema sprawl.

Own HubSpot administration across CRM, Marketing Hub, and Sales Hub — objects, properties, permissions, automation, and integrations — as the system of record the entire revenue org runs on.
Own Segment, Braze, and the GTM-facing dbt models and pipelines that turn raw event and CRM data into revenue-ready datasets. Warehouse infrastructure and data governance are owned by Data.
Build and maintain the integrations with product usage data, finance/billing systems, and partner platforms so the revenue stack reflects a complete, current picture of every customer.
Lead build-vs-buy decisions for new tooling, and own vendor management and contract negotiation for the GTM Ops stack to control cost, drive consolidation, and avoid lock-in.

Pipeline and funnel management
Define and maintain the canonical funnel stages and the entry/exit criteria that govern movement between them (MQL, SQL, SAL, Opportunity, Closed Won/Lost), so every region reports against the same definitions and stage transitions are auditable.
Instrument and publish stage-to-stage conversion rates cut by segment, region, and ICP, giving leaders a consistent view of where deals stall and a basis for comparing performance across teams.
Set the pipeline hygiene standards — required fields, stale-deal handling, close-date discipline, and next-step expectations — and enforce them systematically through automation and reporting rather than manual clean-up.
Own the sales velocity model and its underlying metrics (average deal size, win rate, sales-cycle length, and rep throughput), surfacing the levers that move pipeline efficiency and feeding them into planning.
Run a structured win/loss program that systematically captures why deals are won and lost, and close the loop by feeding those insights back into product, marketing, and enablement.

Revenue operations
Stand up and run the deal desk: codify discount governance, ICP-tied commercial levers, and tiered approval thresholds so non-standard deals move quickly without eroding margin or setting precedents the business regrets.
Roll out and reinforce a common sales methodology (MEDDPICC or the chosen framework), embedding it into CRM fields, deal reviews, and forecasting so it shapes day-to-day rep behaviour rather than living in a slide deck.
Build the systems and tooling behind onboarding and enablement — content management, certification, and ramp tracking — in partnership with the regional enablement leads who own delivery.

Establish and maintain a single source of truth for revenue metrics, so pipeline, productivity, and retention numbers reconcile no matter who pulls them or which tool they come from.
Build board-ready GTM dashboards spanning pipeline, funnel, productivity, retention, and attribution, presented with enough rigour and consistency to be trusted in executive and board settings.
Own the data and reporting infrastructure behind the Weekly, Monthly, and Quarterly Business Reviews (WBR / MBR / QBR), including the metric definitions and refresh cadence each relies on.
Deliver self-serve analytics that let sales, marketing, and CS leaders answer their own questions, reducing the dependence on a central analyst for routine reporting.

Own the on-call rotation and incident response for GTM-platform issues, so failures in revenue-critical flows are detected, triaged, and resolved with real engineering discipline.
Maintain architecture decision records (ADRs) for every significant choice and review them quarterly, so the rationale behind the platform is documented, transparent, and revisited as the org scales.

Hands-on fluency with HubSpot (or Salesforce), Segment, Braze, SQL, dbt, and warehouse pipelines.
Passion for AI, shown through hands-on building, prototyping, or side projects.
You default to building over requesting.
The world's health doesn't have the luxury of incrementalism.
Ship, measure, go again . More iterations beat better planning. Live in clinicians' reality . Building what we’re building isn’t always easy. Standard tech playbooks routinely fail in healthcare, and the friction of the medical system will test your perseverance. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. We offer healthcare, dental and vision benefits, a 401k with 3% company match, a $700 annual learning and development budget, a $100/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $7,000, four weeks of work from anywhere per year, and serious equity.

We chose to open-source our benefits hub , if you care to take a peek.