General Manager / Head of Frontoffice (Sales, Patient Success, Operations)

Location: Remote (HQ is in the US on the West Coast)

Timezone: Significant overlap with US business hours required (e.g., 1 PM - 9 PM CET / Warsaw Time)

About Us

We are a fast-growing, early-stage digital health company making a transformative impact on an underserved patient market in the US. Our team comprises top-tier professionals from organizations like McKinsey & Company, Google, Sanofi, and Harvard Medical School, all united by a single mission: to deliver life-changing healthcare at scale.

As we grow, we are looking for an exceptional leader to join us as the General Manager / Head of Front Office.

The Opportunity

This isn't just any role; it's an opportunity to build and own the engine of our patient experience. As the Head of Front Office, you will be the strategic owner of the systems, people, and processes that drive our most critical functions: converting new patient leads, ensuring the success of our existing patients, and managing daily operations.

You will sit at the intersection of sales, patient success, and operations, blending strategic thinking with hands-on execution. You will lead, coach, and scale a high-performing team, architect the processes and technology they use, and be directly responsible for the KPIs that fuel our growth. If you are a builder who thrives on ownership and wants to make a tangible impact on people's lives, this role is for you.

What You'll Do: Key Responsibilities

1. Team Leadership & Development:

• Lead & Coach: Manage, mentor, and scale the Front Office team (Sales, Patient Success, Operations). Conduct regular check-ins, provide real-time feedback, and coach team members on their calls to elevate performance.
• Own the Talent Lifecycle: Drive the end-to-end hiring process for new representatives—from drafting job posts and evaluating candidates to interviewing and hiring top talent.

• Build a Training Machine: Develop, implement, and oversee a robust training program for new hires, including SOP mastery, quizzes, mock calls, and call recording reviews. Ensure the team's skills and knowledge are always up-to-date.

   

2. Process & Performance Optimization:

• Master the Metrics: Own and monitor all Front Office KPIs (e.g., lead response time, conversion rate, patient satisfaction). You will be responsible for ensuring these targets are consistently met and exceeded.
• Refine the Playbook: Analyze common patient objections and operational friction points to develop and continuously refine best-practice scripts, communication templates, and Standard Operating Procedures (SOPs).

• Drive Continuous Improvement: Proactively identify, diagnose, and resolve process and data defects. Lead deep dives into specific patient cases to understand root causes and implement lasting solutions.

   

3. Strategic Systems & Growth:

• Architect New Systems: Design and define net-new processes from the ground up, including creating SOPs, defining success metrics (KPIs), and identifying technology needs.
• Build the Tech Stack: Collaborate directly with engineering to implement, test, and roll out new technology that improves Front Office efficiency and effectiveness.

• Scale the Business: Lead the operational setup for new market launches, including configuring systems, establishing communication channels (e.g., fax lines), and preparing the team for expansion.

   

What We're Looking For: Qualifications

• Proven Coach: You have significant experience managing and developing a team, preferably in a sales or customer success. You know how to motivate individuals, coach for performance, and hold a team accountable to high standards.
• Process Architect: You are a natural systems-builder who can design, document, and implement efficient, scalable workflows. You can look at a complex process, find the weak points, and redesign it for success.
• Data-Driven Operator: You live by the numbers. You are highly skilled at defining KPIs, analyzing performance data to uncover insights, and making decisions based on evidence, not just intuition.
• Exceptional English Fluency: Mastery of written and verbal English is critical for coaching, creating materials, and communicating with stakeholders.
• Problem-Solving Mindset: You are skilled at digging deep to understand "what happened" and are relentless in finding and fixing the root cause of an issue.
• Adaptability & Ownership: You thrive in a fast-paced, dynamic environment. You can pivot quickly, manage ambiguity, and take extreme ownership of your function's outcomes.

• Availability: Ability to work a schedule that has significant overlap with US business hours (e.g., 1 PM - 9 PM CET or similar).

   

How We Work: Our Values

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

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

   

Why You’ll Love Working With Us

• Own a Critical Function: You will have end-to-end ownership of the entire Front Office. This is a unique opportunity to build your strategic, operational, and P&L-facing expertise.
• Build a World-Class Team: You will be empowered to hire, train, and scale a high-performing, global team, directly shaping our company culture and organizational DNA.
• High-Impact Work: Your efforts will directly translate into delivering life-changing healthcare to thousands of patients and driving the growth of the company.
• Work with an A-Team: Collaborate with a small, focused, and highly talented team that is passionate about our mission.
• Remote-Friendly Culture: We are a company that's dedicated to hiring the best talent, regardless of location.