Business Process Owner managing and improving complex processes for USAA's operations. Developing strategic business program plans and aligning them with enterprise strategy to influence roadmaps.
About the role
- Senior Manager leading patient retention and business operations for a mental health startup. Collaborating with cross-functional teams to enhance patient care and optimize operational effectiveness.
Responsibilities
- Map and continuously improve the end-to-end patient journey – from onboarding and first appointment through ongoing care and re-engagement.
- Identify and address drop-off points using both quantitative and qualitative insights (patient interviews, feedback, NPS trends).
- Partner with Marketing to design lifecycle campaigns and retention programs that strengthen patient adherence, satisfaction, and repeat visits.
- Create and test interventions that improve continuity of care (e.g., proactive follow-up reminders, personalized rebooking flows, treatment-adherence nudges).
- Collaborate with Clinical and Care Operations to ensure every process supports long-term therapeutic success and care outcomes.
- Serve as the right hand to the Head of Business Operations on core retention and experience initiatives.
- Lead structured problem-solving, project management, and cross-functional coordination from design through rollout and measurement.
- Build alignment across Product, Clinical, Marketing, and Operations to ensure initiatives are executed consistently and at scale.
- Support long-term planning and P&L optimization related to patient retention, automation, and care-delivery efficiency.
Requirements
- 4-7 years of experience in top-tier consulting, investment banking, or high-growth operations roles.
- Exposure to healthcare or tech-enabled services is a plus.
- Proven ability to thrive in fast-paced, ambiguous environments.
- Strong analytical skills (Excel, SQL a minimum) with the ability to translate data into actionable insights and strategic recommendations.
- Experience running pilots or experiments end-to-end, from hypothesis to implementation and measurement, through iterations.
- Proven skill in developing executive-level presentations and communicating insights clearly.
- Excellent written and verbal communication skills.
- Bachelor’s degree required.
Benefits
- Excellent benefits: medical, dental, vision, effective day 1 of employment
- 401K with match
- Generous PTO plus paid holidays
- Paid parental leave
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