Head of Frontoffice (Patient Success, Sales, Operations, Product) Offline

We are a fast-growing, early-stage, US-based digital health company. As first-movers in an underserved market, we have been making a transformative impact on the patients we currently serve. We are looking for a head of front office to join us remotely.

Our team comprises top-tier professionals hailing from McKinsey & Company, Google, Sanofi, and Harvard Medical School united by a mission to deliver life-changing healthcare at scale.

Position description and key responsibilities: 

As Head of Front Office, you’ll own the systems, people, and processes that drive our most critical operational flows: (1) converting patient leads into customers through phone calls, email, and text, (2) ensuring the satisfaction of existing customers who call, email, or text us, and (3) overseeing the operational work we do for our B2B contracts. This role sits at the intersection of operations, sales, patient success, and product—requiring both strategic thinking and a willingness to dive into the details. You'll lead a high-performing team, shape the tools they use, and ensure we hit our KPIs consistently as we scale. Key responsibilities include:

1. Design and Scale Operational Processes: Lead the development and continuous improvement of front office workflows
2. Coach and Lead High-Performing Teams: Manage and mentor front office team members; coach underperforming individuals to meet key performance indicators (KPIs) and elevate overall team performance.
3. Own KPIs and Front Office Outcomes: Define, monitor, and optimize success metrics across the front office. Establish real-time dashboards and lead rapid experimentation and iteration based on performance data.
4. Develop and Refine Call Scripts and SOPs: Create high-converting call scripts and clear, repeatable SOPs. Continuously improve scripts and workflows based on data, team feedback, and performance trends.

5. Work with Engineering to Improve Front Office Tech: Collaborate with engineering team as needed to fix issues in front office tech or to use tech to improve front office workflows.

    

Required skills and experience:

1. English Fluency: Very strong mastery of verbal and written English communication. Ability to present insights and recommendations effectively to senior stakeholders. This is critically important. 
2. Team Manager: Able to coach team members effectively, including influencing underperformers to meet their KPIs. Understands how to motivate, guide, and develop individuals to reach their full potential while maintaining accountability across the team.
3. Project Management: Excellent organizational, time management, and cross-functional collaboration skills. Demonstrated track record of developing and executing high-level strategic initiatives with measurable success.
4. Adaptability: Comfort working in a fast-paced, often ambiguous environment. Ability to pivot quickly based on evolving priorities.

5. Overlapping US Hours: Ability to work 1pm to 9pm Warsaw Time (CEST), or close to those hours. 

    

Our values:

Our team is composed of people with the following values:

1. Extreme Ownership: Treat every problem end‑to‑end as yours—own successes and setbacks alike.
2. Action & Judgment: Move quickly, solve independently, and know what to escalate.

3. Proactive Communication: Overshare status, blockers, and insights to keep everyone aligned.

    

Why this role matters:

1. Career Acceleration: Own the entire front office function end‑to‑end; you’ll build strategic, operations, P&L and cross‑border expertise 
2. Talent Magnet: Build, coach, and scale a high‑performing, cross‑border team. Shape the company culture and organizational DNA.
3. High Impact: Deliver life‑changing healthcare at scale in one of the fastest‑growing digital‑health companies.