Operations Manager

About Willow Willow 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 4+ years of experience in operations, business operations, project management, or program management. Proven track record leading cross-functional projects from planning through execution - not just supporting or coordinating them. Demonstrated experience creating SOPs, workflows, and business documentation. Strong process improvement and operational problem-solving skills. Ability to work independently with minimal direction and manage multiple priorities in a fast-paced, evolving environment. Exceptional written and verbal communication skills - this person produces executive summaries and documentation used company-wide. Advanced proficiency with Google Workspace. Fluent English (written and verbal). No specific degree or certification required - demonstrated experience matters more (PMP or similar is a bonus, not a requirement). Availability to work in the Eastern time zone Nice to Have Advanced ClickUp experience (automations, dashboards, templates). Startup or high-growth environment experience. Healthcare or telehealth operations experience (we're a telehealth company - familiarity with the regulatory/clinical context is a real advantage). Experience with Airtable or similar operational platforms. Familiarity with AI productivity tools and workflow automation. Hands-on experience implementing new systems or operational processes (software rollouts, tool migrations, change management). 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! 🌍