Healthcare Operations Manager

Craniometrix is an AI-powered care coordination company and has gone from 0 to $2M in ARR within a quarter. Leveraging Medicare’s GUIDE Model, we help doctors provide better care to their dementia and Alzheimer’s patients. We do this by leveraging our technology-enabled platform and a team of dedicated Care Navigators who deliver proactive, person-centered support to patients and their families.

As an early-stage company growing quickly, we’re looking for customer-obsessed team members who can solve today’s problems while building scalable systems, processes and playbooks.

If you’re smart, scrappy, and willing to work above and below your paygrade to help solve a real problem: we want you here.

What You’ll Do:

Support Internal Users: Care Navigators

• Act as the first line of support for our internal Care Navigators -- ensuring they have the tools, workflows, and resources needed to operate efficiently and deliver exceptional patient care.
• Create and maintain internal training materials, job aids, and SOPs to support onboarding and ongoing development of Navigators.
• Identify friction points or gaps in Navigator workflows and collaborate with Care Navigators, Team Leaders, Engineering and Medical teams to develop scalable solutions.

Support External Customers: Clinics

• Serve as a key contact for staff at our partner clinics -- answering questions, resolving operational issues, and ensuring successful integration of the Craniometrix platform into their daily workflows.
• Develop user-friendly guides, training sessions, and onboarding materials tailored to clinic staff using our software and services.
• Track common challenges or feedback from practice users and translate those into actionable insights for Product and Operations. Build Scalable Systems
• Design and implement repeatable processes that support a growing user base across both internal and external stakeholders.
• Contribute to the development of a centralized knowledge base and help center.
• Monitor usage trends, support metrics, and user feedback to proactively identify and address operational pain points.

Collaborate & Inform Product Development

• Work cross-functionally to relay feedback, validate new features, and support the rollout of updates.
• Help define requirements for new tools or features based on user needs and operational gaps.

What We’re Looking For

• 3+ years of experience in operations, enablement, or customer support -- in a healthcare or digital health environment.
• Experience building user-facing documentation, process maps, training materials, and support content.
• Data proficient - comfortable in Excel/Sheets and building basic SQL queries to ensure that we build data-focused workflows.
• Excellent written and verbal communication skills, with an ability to translate complex ideas into accessible formats for diverse audiences.
• A systems thinker with a strong bias toward action -- you’re energized by solving problems at scale.
• Highly organized, self-directed, and comfortable in fast-paced, early-stage environments.
• Bonus: Experience documenting product features or product requests.