Operations Manager

About Willow

Willow is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.

Responsibilities

Lead cross-functional operational projects from concept through implementation - owning project plans, timelines, milestones, success metrics, and stakeholder alignment with minimal oversight. Example projects: new retail kiosk launches, patient feedback initiatives, training program development, new operational system implementations, and company-wide process improvements.

Design, document, and implement scalable operational processes - creating and maintaining SOPs, workflows, and internal playbooks, and standardizing processes across departments.

Build and maintain ClickUp workflows, automations, and project templates; identify opportunities to automate manual work.

Develop dashboards, reporting, and operational metrics that give leadership visibility into key initiatives.

Serve as an operational partner to department leaders across Clinical Operations, Compliance, Marketing, Customer Experience, Retail Operations, HR, Finance, and Product.

Own operational documentation and knowledge management - implementation guides, process maps, and training documentation that support onboarding and scale.

Support strategic initiatives: vendor onboarding, executive summaries and project updates, action-item tracking, and high-priority operational needs as the business evolves.

Requirements

7+ years in operations, with time spent running internal or business operations at a company of roughly 100 to 300 people, ideally through a period of professionalization (moving from founder-run to system-run)

Experience managing and developing direct reports

Demonstrated success leading full-cycle cross-functional initiatives, and a track record of building org-wide programs end to end: spotting the gap, winning buy-in from the teams involved, and driving the program through to adoption rather than handing off a recommendation

Systems-minded: comfortable owning a SaaS stack, designing processes people will actually follow, and using automation and AI tools to reduce administrative load

Proven ability crafting SOPs, playbooks, and organizational documentation

Strong analytical and problem-solving capabilities

Experience working with a distributed team across multiple countries and time zones

Able to work independently and carry complex projects end to end without close guidance in a dynamic environment

Eastern time zone availability

What’s in it for you?

As full-time member of our team, you’ll enjoy:

Flexible hours

Work wherever you choose

Fun and casual work environment

Employee engagement activities and virtual gatherings

We are a diverse, global team! 🌍