Senior Manager, Marketplace Strategy & Operations

Reports To: Director of Operations

Own Market Performance. Drive Real Decisions.

Onward Health is building the transportation infrastructure layer for healthcare. We operate a multi-market, technology-enabled network serving patients, providers, and health systems.

We are hiring a Senior Manager, Marketplace Strategy & Operations to own territory performance and drive the operational and economic health of our markets.

This is not a reporting role - This role is accountable for delivering sustained improvements in market-level KPIs and contribution margin, owning performance, diagnosing issues, deciding on corrective actions, and driving execution across the business. You will pull the key levers (pricing, supply, incentives, operational changes) needed to improve outcomes and be accountable for results.

If you enjoy ambiguous problems, thinking in systems, and making real decisions with measurable impact, this role is for you.

Why Onward?

Onward is building critical infrastructure for healthcare access, and we are scaling quickly across markets. This role sits at the center of how our network performs and evolves, with direct ownership of marketplace outcomes and exposure to senior leadership.

You’ll shape how we operate as we grow - driving meaningful improvements in performance, efficiency, and patient experience while directly influencing marketplace strategy and operational execution.

As a mission-driven company, we focus on the people at the heart of every journey - enhancing access to care while building a collaborative, high-performing culture. Joining Onward means taking ownership, making real decisions, and playing a pivotal role in a dynamic growth story.

Key Responsibilities:

• Territory Performance & Marketplace Health: Support improvements in territory KPIs including fulfillment, ride volume, utilization, driver earnings, incentives, and contribution margin. Identify early warning indicators of imbalance or margin compression and drive measurable corrective action. Run weekly market performance reviews, help set priorities, and drive accountability across cross-functional stakeholders. You are responsible for answering and acting on: What’s happening? Why is it happening? What are we doing about it?
• Data → Insight → Decision: Conduct deep-dive analyses to identify root causes of performance gaps and translate insights into clear decisions. Form independent hypotheses, evaluate tradeoffs, and drive implementation of solutions. Translate complex data into concise insights that enable fast decision-making.
• Driver Economics & Pricing Strategy: Own analysis of ride-level margins and driver earnings health in partnership with Finance. Model scenarios to inform pricing and incentive strategies and drive structural improvements to marketplace economics.
• Market Launch & Expansion Support: Help define KPI frameworks for new market launches, track performance across the first 30/60/90 days, diagnose early-stage friction, and drive corrective actions to ensure markets scale successfully.
• Cross-Functional Execution: Partner with Operations, Finance, Product, and Recruiting to turn decisions into execution. Drive follow-through on performance initiatives and own progress against improvement plans. Support quarterly planning and forecasting with clear performance insights and recommendations.

Required Skills and Qualifications:

• Educational Background: Bachelor’s degree or equivalent combination of education and relevant experience.
• Professional Experience: 3-6 years in strategy, operations, marketplace analytics, consulting, or high-growth startup environments. Proven ability to synthesize multiple performance indicators into a clear business narrative for senior stakeholders. Experience operating within a two-sided marketplace strongly preferred (rideshare, logistics, delivery, staffing, healthcare networks, etc.).
• Analytical Rigor: Strong Excel/modeling skills required. Experience with SQL and BI tools (Looker, Tableau, Mode, etc.) preferred.
• Decision-Making & Communication: Demonstrated ability to move from data → insight → recommendation. Strong executive communication skills and ability to present concise, defensible positions. Comfortable operating without fully defined playbooks and owning KPIs or business outcomes.
• Personal Traits: Systems thinker who understands how supply, demand, pricing, and incentives interact. High ownership mentality, comfortable with intellectual debate, bias for action, and comfortable making decisions with incomplete information.

Who succeeds in this role:

• Someone who enjoys solving messy problems
• Comfortable operating without clear playbooks, debating tradeoffs with senior leadership, and challenging assumptions and defending data-backed positions.
• Balances analytical rigor with practical decision-making
• Takes initiative and looks for ways to improve how things work
• Defaults to “what should we do?” not “here’s what happened”

Join Us:

If you’re looking to make a significant impact and thrive in a dynamic, fast-paced environment, Onward is the place for you. Apply today to become a part of our mission to transform healthcare transportation.