Operations Manager

About Willow

Willow https://www.startwillow.com/ is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.

RESPONSIBILITIES

- Lead cross-functional operational projects from concept through implementation - owning project plans, timelines, milestones, success metrics, and stakeholder alignment with minimal oversight. Example projects: new retail kiosk launches, patient feedback initiatives, training program development, new operational system implementations, and company-wide process improvements.

- Design, document, and implement scalable operational processes - creating and maintaining SOPs, workflows, and internal playbooks, and standardizing processes across departments.

- Build and maintain ClickUp workflows, automations, and project templates; identify opportunities to automate manual work.

- Develop dashboards, reporting, and operational metrics that give leadership visibility into key initiatives.

- Serve as an operational partner to department leaders across Clinical Operations, Compliance, Marketing, Customer Experience, Retail Operations, HR, Finance, and Product.

- Own operational documentation and knowledge management - implementation guides, process maps, and training documentation that support onboarding and scale.

- Support strategic initiatives: vendor onboarding, executive summaries and project updates, action-item tracking, and high-priority operational needs as the business evolves.

REQUIREMENTS

- 7+ years in operations, with time spent running internal or business operations at a company of roughly 100 to 300 people, ideally through a period of professionalization (moving from founder-run to system-run)

- Experience managing and developing direct reports

- Demonstrated success leading full-cycle cross-functional initiatives, and a track record of building org-wide programs end to end: spotting the gap, winning buy-in from the teams involved, and driving the program through to adoption rather than handing off a recommendation

- Systems-minded: comfortable owning a SaaS stack, designing processes people will actually follow, and using automation and AI tools to reduce administrative load

- Proven ability crafting SOPs, playbooks, and organizational documentation

- Strong analytical and problem-solving capabilities

- Experience working with a distributed team across multiple countries and time zones

- Able to work independently and carry complex projects end to end without close guidance in a dynamic environment

- Eastern time zone availability

WHAT’S IN IT FOR YOU?

- As full-time member of our team, you’ll enjoy:

- Flexible hours

- Work wherever you choose

- Fun and casual work environment

- Employee engagement activities and virtual gatherings

- We are a diverse, global team! 🌍