Strategy & Operations Manager - Customer Service

The Role:

We’re looking for a Strategy & Operations Manager to join our Concierge organization. Concierge serves as the voice of Garner, so you should be passionate about customer service and helping people solve their problems, and translating that to larger-scale preventive solutions. In this role, you will become an expert on Garner’s product, standards, and the needs of our members. 

Garner is growing rapidly, and this role is critical to scaling our teams. The Strategy & Operations Manager will span Operations functions—analyzing, building, and deploying processes that make our teams better. The ideal candidate will combine empathy, technical skills, data-based problem-solving, and first-principles thinking to drive and implement key projects. The Strategy & Operations Manager will report to Garner’s Vice President of Concierge, will directly oversee at least one of the core Concierge functions, and complete Concierge-wide projects. 

Responsibilities:

• Manage and execute strategic projects across Garner’s Concierge functions; this may include establishing and running net new functions as we get them set up
• Leverage data analysis, process mapping, automation, and effective communication to analyze, build, and deploy processes that make our teams more effective and efficient as we scale
• Work with diverse stakeholders—from operations specialists to product managers to account executives—to understand key workflows, align on solution design, and drive outcomes
• Analyze and solve complex issues raised by clients, members, and internal stakeholders that pertain to Operations functions
• Lead, mentor, and develop a high-performing team by identifying growth opportunities, providing ongoing feedback, and fostering a culture of continuous improvement
• Own and improve frontline knowledge base workflows and procedures
• Maintain accountability reporting structure and identify trends for specific areas of improvement across all departmental KPIs 

The Ideal Candidate Has:

• 4+ years of relevant experience in a strategic operations role; prior experience in a fast-growing startup preferred
• 2+ years of experience building and leading operational teams
• Proficiency in quantitative data analysis, generating meaningful insights, and modeling
• A strong ability to break down complex processes, recommend solutions, and work with cross-functional stakeholders to implement them
• Experience with Excel/Google Sheets, and no-code/low-code automation tools
• A combination of high ownership mentality and detail orientation that has resulted in a track record of delivering operational initiatives on tight deadlines
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• A desire to be a part of our mission to improve the U.S. healthcare system

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them. 
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way. 

The target salary range for this position is: $125,000 - $150,000. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans.