Business Operations Manager (AI Health - tech Product) - Hybrid

Massive Bio Leadership Role

You will lead a critical customer-facing operation end-to-end; from team coaching and quality assurance to process optimization and performance measurement. This leadership role focuses on building systems and culture that deliver exceptional customer experiences while maintaining operational efficiency and accountability. Your foundation will establish standards that scale as the organization grows into adjacent operational areas.

Team Leadership & Quality Management

Develop and implement coaching frameworks, performance scorecards, and quality assurance programs. Conduct regular assessments and feedback loops; mentor and develop team members. Build and maintain standard operating procedures, scripts, and best practice documentation. Test and iterate on processes to improve efficiency and outcomes; track what works.

Operational Excellence

Establish and monitor key performance indicators (SLAs, response times, schedule adherence, quality metrics). Create dashboards and reporting systems to track operational health and trends. Manage action items and accountability structures; ensure timely follow-up and resolution. Drive responsiveness to internal requests; maintain clear escalation protocols.

Cross-Functional Collaboration

Partner with other departments to ensure seamless handoffs and integrated workflows. Maintain data integrity in relevant systems; produce regular reports for leadership. Identify process gaps and communicate operational constraints to stakeholders. Translate business objectives into operational standards and team goals.

Continuous Improvement

Regularly map workflows, identify bottlenecks, and streamline processes. Hire, onboard, and develop team members; build bench strength and succession planning. Measure impact of changes and iterate based on data and feedback. Foster a culture of improvement and accountability.

What Will Make You Successful

Hands-on operator with high initiative: Comfortable getting involved in day-to-day work, coaching teams in real time, and modeling standards. Process-oriented mindset: Strong ability to design systems, document procedures, and scale operations. Data-driven: Comfortable with basic analytics; natural inclination to measure and optimize. Customer-focused: Understand how operations impact customer experience; care about outcomes beyond metrics. Judgment and agility: Know when to push for change, when to stabilize, and how to move quickly without sacrificing quality. Collaborative: Work effectively across teams and build strong working relationships. Adaptive: Comfortable starting in one area and expanding as the organization matures.

Required Qualifications

5–10 years in operations, team leadership, customer service, or related function. Proven experience building or scaling quality assurance, coaching, or performance management systems. Track record of meeting operational targets (response times, quality metrics, schedule adherence, customer satisfaction). Strong data habits Comfortable with Excel, basic reporting tools, and CRM/operational systems. Excellent communication clear written and verbal English; able to present to leadership and handle complex discussions. Hands-on mentality not averse to getting involved in the work itself.

Preferred

Healthcare, customer success, or high-trust service industry experience. Experience managing distributed or remote teams across time zones. Familiarity with customer intake, call center, or customer experience operations.