Operations Lead

About In-House HealthIn-House Health is a fast-growing health tech startup backed by leading healthcare and technology investors. We build the AI-powered scheduling and workforce management platform that skilled nursing facilities, post-acute providers, and hospitals use to run their staffing: filling shifts with their own clinicians instead of agency, controlling overtime, and making staffing decisions on real data rather than an Excel sheet and a group text.The problem is significant, and the impact of solving it is tangible. Provider organizations across the care continuum are chronically short-staffed, spend heavily on agency labor, and still manage schedules on paper and spreadsheets. When we get it right, an organization saves real money, its clinical staff get more predictable schedules, and its patients get more consistent care.About the team and the roleThe value team sits within the operations team and owns customer value outcomes, from launch through ongoing performance reviews and stakeholder management. We are the ones sitting across from a provider group or health system executive explaining what changed in their overtime, agency spend, and shift fill since they partnered with us, and what to do next.As a value lead, you are the client-facing senior individual contributor on that team. You will own the relationship with a set of customer networks, run their steering committees, and be the person their COO, regional VP, or administrators call when they want to know how things are going and what to do about it. You will set the agenda for those conversations, decide what the story is, and make sure the commitments made in the room actually happen afterward. You will work alongside the Value analysts on the team, and you will also be hands-on with the numbers yourself.We are on track to grow our customer base nearly tenfold this year. As we scale, you will help build the infrastructure that lets a small team deliver great client management across a rapidly growing book of business: the formats, templates, processes, and tools behind how we run a steerco, how we catch a network that is slipping, and how we turn a strong result into an expansion conversation. The analytics still matter. You will need to know the numbers and be able to build the analysis yourself if necessary.You will wear many hats. In a given week you might lead a quarterly business review with a network's executive team, walk an administrator through why their facility's overtime went up, align Product on a customer escalation, and build the analysis behind next month's steerco. Priorities will shift as we grow, and a process you build in month three may be rebuilt in month nine because we have outgrown it. This role suits someone who has been in front of senior clients and has also operated somewhere without a finished playbook.What you will doOwn the client relationship for a portfolio of customer networks after launch, serving as the primary point of contact for executives and facility leaders and the person accountable for their resultsLead steering committees, quarterly business reviews, and monthly network updates, from setting the agenda and building the storyline to running the meeting and driving follow-through on decisionsForm a point of view on each network's performance, covering overtime, agency use, staffing levels, and shift fill, and bring clear recommendations on where to focus next rather than a readout of metricsBuild the analysis behind your recommendations yourself when needed, and partner with value analysts on the recurring reporting your networks rely onWork hand in glove with the Ops activation team to drive improvements at the individual building level, through thoughtful, building-specific analysis and clean handovers that make clear what to change, why it matters, and how we will know it workedManage difficult conversations with confidence, including underperforming facilities, data discrepancies, slow adoption, and expectations that need resettingIdentify risks early across your portfolio and build recovery plans with implementation, activation, and customer success before a network becomes an escalationSpot and shape expansion opportunities, such as new buildings, new modules, or deeper adoption, and partner with Sales to turn proven results into the next phase of the relationshipAct as the voice of the customer with Product and Engineering, translating client feedback and escalations into prioritized, well-framed requests, and closing the loop with clients on what changedBuild the infrastructure that lets the team scale, including standardized steerco and QBR formats, account health signals, escalation paths, and executive reporting templates, so what works for one network can be repeated across manySpot where our current processes will break as we grow and fix them before they do, partnering with value analysts and Product to turn manual, one-off work into repeatable processes and toolingMinimum qualifications3+ years of experience, ideally including both management consulting and hands-on operating experience at a startup or high-growth companyDirect experience presenting to and managing senior client stakeholders, including leading meetings rather than only supporting themStrong quantitative skills, including the ability to build an analysis or model from scratch in Excel or Google Sheets and defend it in front of a skeptical audienceWorking fluency with general AI tools for analysis, drafting, and automationStructured, concise communication, written and verbal, with the ability to land a message in a few sentences for an executive readerJudgment in ambiguous situations: knowing when to push a client, when to escalate internally, and when to flag that the data is not ready to shareOwnership and follow-through across multiple accounts and parallel priorities without needing to be chasedComfort with shifting priorities and incomplete information, and the initiative to fix what is broken rather than waiting to be assignedA builder's mindset, with a track record of creating a process, template, or tool from scratch that others adoptedPreferred qualificationsExperience in healthcare or health tech, such as provider operations, a healthcare-focused consulting practice, or a health tech companyDirect exposure to skilled nursing, post-acute, or hospital operations, especially workforce management, scheduling, payroll, or HRIS systemsExperience supporting expansion or renewal conversations with a value case or business caseFamiliarity with BI tools such as Metabase, Looker, Tableau, or Power BIWhat success looks likeWeek 1You are set up in our tools and have walked through how a healthcare facility builds and staffs a scheduleYou have learned the ins and outs of our platform and know how we roll out and implement across a range of customers You have sat in on client calls across several networks and know who owns what on our side and theirsMonth 1You have taken over day-to-day ownership of your first networks and run at least one client meeting end to endYou can explain each of your networks' performance, the drivers behind it, and the top one or two prioritiesYou have built relationships with implementation and Product, and know how to get things done across teamsYou have identified at least one process or template that will not scale with our growth and started building its replacementSix monthsYou own a portfolio of large networks end to end, and clients see you as a trusted advisor You have led steering committees that ended in clear decisions, and you have turned at least one at-risk network around or one strong result into an expansion conversationYou have built at least one piece of infrastructure the team now runs on without you in the loop, such as a standardized steerco template, an account health review, or a process that replaced a manual one