Head of Operations, Move

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2023, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $2 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

As Head of Operations, you will be a key part of the growth and scale of Sword Move, a new business line at Sword, ready to drive major growth for Sword Health. You will support our growth and scale by owning our team of Physical Therapists, CX, and our overall operational strategy. You will hire a strong team and improve the processes for operational effectiveness and efficiency - ensuring we can scale as we grow.

You will possess a player-coach mentality and be equally excited to lead and manage as you are to optimize and build. Experience in a results-driven and/or startup environment will be important, as you will work cross-functionally with the GM, Engineering, Product, Support, Supply Chain, Sales/Business Development regularly to ensure that all operational strategies are relevant to the member’s needs and the broader. 

This is an exciting opportunity to be a part of scaling a business unit that will change people’s lives as we free the world from pain.

What you'll do ?

• Scale our Operations team of Physical Therapists as we grow, ensuring staffing is optimized to demand all year round by leading accurate forecasting and tweaking FTE capacity as needed.
• Data analysis and reporting: Establish success metrics and allocate resources to optimize performance and growth. Monitor, analyze, and report on key performance indicators (KPIs), providing insights to inform operational and product strategies
• Own and develop the best model for hiring and training. Continue to optimize this model to ensure we balance efficiency with superior customer experience
• Partner with Product & Tech leadership to identify opportunities for process and automation improvements, and lead the roll-out of these initiatives 
• Drive performance on key metrics: PT:Member ratio, clinical outcomes, member engagement, member retention, member satisfaction, and cost-to -serve.
• Ideate and run at speed & scale experiments on members' UX to keep elevating the member and PT experience. Run continuous improvement efforts by analyzing processes and metrics - continually striving for operational excellence
• In collaboration with Supply Chain team, own our kit and device strategy, ensuring we are optimized for cost, quality and demand
• Clinical partnership: Provide strategic and tactical insights on operational aspects of the member experience to the clinical development teams to support continued clinical outcome expansion
• Lead, motivate, and develop an outcome-driven team. Create a climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality performers at all levels.

What we’re looking for:

• 6+ years of experience in Operations, Strategy, or equivalent; 
• Previous startup experience and/or ability to thrive in a fluid environment and willingness to get hands dirty; 
• Experience scaling teams, with a focus on investing in coaching and development of your team.
• Data-driven and analytical in mindset. You can look at any dataset and know the right areas to look into to source actionable insights & strategies, and you know how to explain data in a digestible way.
• Proven record of structuring projects and programs and working with a diverse group of stakeholders to achieve goals.
• Strategic mindset. When making a decision, can think ahead with scale in mind.
• Exceptional communicator and influencer. Should be able to collaborate with other team members to make sure our growth efforts are well executed; 
• Talent magnet who can attract great people and build a strong team. Manage and nurture the team members.
• Strong grasp of consumer insights and a customer-centric mindset. Desire to understand the members’ motivations and customer experience
• Experience using looker (or equivalent) and extremely proficient in the use of spreadsheets (advanced level)
• Ability to handle chaos, ambiguity, and complexity in a detailed and organized way

Personal Characteristics:

• Outstanding interpersonal, coaching and strategic thinking skills with the ability to communicate within all levels of the organization.
• Known for building culture with a mission-driven approach.
• Motivated by challenges and bring a positive tone, an eye for solutions and an energy for rolling up their sleeves and doing whatever needs to be done. A problem solver who takes ownership and loves to learn.
• High IQ/EQ. Leads with humility, integrity, and intellect.
• Proven ability to re-prioritize and work quickly and efficiently.
• Attention to detail, multi-tasking, and strong follow-through required.