Vice President Operations

About CertifyOS

CertifyOS is building the data infrastructure that powers modern healthcare.

Today, healthcare organizations rely on fragmented and outdated provider data. This creates unnecessary administrative work, regulatory risk, and higher costs across the system. We’re solving that problem.

Our API-first platform automates provider licensing, enrollment, credentialing, and network monitoring by connecting directly to hundreds of primary data sources. We help healthcare organizations maintain accurate, compliant, and reliable provider networks at scale.

Our vision is simple: One API. One provider ID. Frictionless provider data.

We’re backed by leading investors and built by a team with deep experience in provider data systems. At CertifyOS, we value authenticity, accountability, collaboration, results, and openness to feedback. We’re building a high-ownership team focused on solving real infrastructure problems that impact millions of patients.

About The Role:

We are looking for an exceptional operations leader to own and elevate a 150+ person production workforce in India. This is not a steady-state management role – it's a high-growth, high-change mandate. The right person will drive operational excellence today while relentlessly evolving the team for tomorrow, redirecting talent toward higher-value work as AI and automation reshape what the team does.

Core Role Responsibilities

• Lead and inspire a 150+ person team across multiple operational functions, setting clear expectations, high standards, and a culture of accountability and continuous improvement.

• Own end-to-end delivery against Speed, Quality, and Efficiency targets, maintaining day-to-day operational rhythm while building for sustainable long-term performance.

• Partner closely with product, engineering, and data teams to identify automation and AI opportunities, then lead the workforce transition as those capabilities come online.

• Proactively redeploy talent toward higher-complexity, higher-value activities as lower-value work is automated away. Make workforce evolution a core operating discipline, not a reactive response.

• Build a deep bench: develop entry-level operations analysts (OAs) into managers and technical contributors through structured coaching, clear career ladders, and deliberate stretch assignments.

• Establish and maintain robust operational infrastructure: SOPs, capacity planning, quality frameworks, escalation paths that scale with the business.

• Surface data-driven insights to senior leadership on team health, operational risk, and capacity, and translate those insights into concrete action plans.

Success Metrics

• Speed

  • ≥ X% of work units completed within SLA (target varies by function)

  • Reduction in average cycle time per unit quarter-over-quarter

  • SLA breach rate consistently below threshold across all team segments

• Quality

  • Customer-reported issues per 1,000 units of work completed

  • Internal QA pass rate maintained above target threshold

  • Zero repeat escalations from the same root cause (issues fixed, not patched)

• Efficiency

  • Cost per unit of work: year-over-year improvement driven by automation and process redesign

  • Units per analyst per day: consistent improvement reflecting tooling, training, and workflow gains

  • Automation coverage rate: % of unit volume handled without direct human effort, increasing over time

• People & Org

  • # of team members promoted into managerial or technical roles annually

  • Voluntary attrition rate below industry benchmark for comparable operations roles

  • Reduce variability in performance to create consistency & predictability in outcomes

Must-Haves

• Proven track record building and leading large (100+) person operational teams: you've owned the full arc from hiring and onboarding through performance management and org design.

• Demonstrated ability to hold an exceptionally high performance bar: you have concrete examples of raising standards, managing out underperformers, and creating a culture where excellence is the norm.

• Experience growing people: a clear history of identifying raw talent and developing them from entry-level contributors into managers, team leads, and technical specialists.

• Firsthand experience leading a team through significant automation or AI-driven workflow change: you've navigated the people, process, and structural complexity of that transition, not just observed it.

• Strong analytical instincts: you run your team on data, you know your numbers cold, and you use metrics to drive decisions rather than to report after the fact.

• Exceptional communicator and cross-functional partner: equally effective presenting to a C-suite as coaching a frontline manager through a difficult conversation.

• Based in India or able to operate full-time from India with deep familiarity with the local talent market and workforce dynamics.

Benefits of Working at Certify

At Certify, we’re building with intention and taking care of the people doing the work.

Your well-being matters to us. We provide 100% coverage of health, dental, and vision insurance premiums for employees. Our US-based team benefits from unlimited PTO, with at least two weeks off each year to recharge. In India, employees are supported with health insurance, statutory leave benefits, and additional wellness (menstrual) leave for women.

We are an equal opportunity employer committed to building an inclusive environment where everyone feels valued and empowered to do their best work, and we welcome applicants from all backgrounds and experiences.

If you require reasonable accommodations during the application process, please contact [email protected].

We are also committed to pay transparency and foster an open culture where compensation conversations are encouraged and respected.