Maven Clinic

Compensation

Full Description

Maven Clinic is hiring a Director of Operations, New Ventures to build and scale operational foundations for new product offerings. You’ll be an entrepreneurial builder who can build a sustainable, long-term business—partnering closely with Product, Clinical, Finance, Legal, and Customer Support to design, launch, and scale operations that deliver excellent outcomes and unit economics. You will own the end-to-end operational blueprint for new product lines, primarily focusing on clinical staffing and demand modeling, customer support operations, and payment operations. This is a player–coach role: you’ll roll up your sleeves to design processes and metrics from scratch, while also leading a small, high-performing team as we scale. As a Director of Operations, New Ventures at Maven, you will: • Build and refine the clinical staffing/demand model (forecasting, capacity, fill rates, schedules, state coverage). • Stand up support ops for new products (SLAs, escalation, QA/coaching, knowledge and workforce management across channels). • Run payment ops for subscriptions and visits (billing, refunds, recovery, disputes, reconciliation) with Finance/RCM. • Define KPIs and dashboards with a weekly operating cadence (utilization, service levels, FCR, cost/contact, refund time, payment success, DSO, unit economics). • Implement the tooling stack (WFM, contact center, QA, help center, payments, subscriptions) with reliable integrations. • Lead launch readiness and stabilization (staffing, training, playbooks, SLAs, alerting/backup; cutover, pilots). • Hire and develop a lean, high-ownership team. We’re looking for you to bring: • 8+ years of operation leadership in healthcare/digital health • Depth in 2 of 3 domains (lite in the third): • Clinical staffing/demand (forecasting, capacity, coverage, utilization, QA) • Customer support ops (SLAs, escalation/incident, WFM, QA/coaching, knowledge, vendor/BPO) • Payment ops (subs/visit billing, refunds/disputes, reconciliation; RCM familiarity) • Metrics-first: define KPIs, instrument data with partners, decide with imperfect data; Looker/BI or basic SQL a plus. • Experience in a player–coach role designing and executing new systems • Strong program and cross-functional leadership • Telehealth fluency: HIPAA, licensure/geography, documentation, safety/escalations • Clear and structured communicator • Nice-to-have experience: • Telehealth RCM, payer ops, eligibility/prior auth • Selected/implemented WFM, contact center, QA, payments/subscription tools • Managed third party vendors The base salary range for this role is $175,000 - $230,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. This role requires active work authorization in the US. Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C., we encourage in-person collaboration by requiring team members to attend quarterly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.