Job Overview

We are hiring a Senior Operations Lead to help scale and optimize Central Operations within a fast-growing transportation and mobility environment. This is a senior individual contributor role focused on leading high-impact operational programs, building scalable processes, improving performance metrics, and partnering closely with product and engineering teams to solve complex operational challenges.

This position is ideal for experienced operations professionals who thrive in ambiguity, excel at cross-functional leadership, and have a track record of driving measurable outcomes without direct management authority.

Key Responsibilities

• Lead high-priority operational initiatives including market launches, partner integrations, SLA improvement programs, and strategic projects
• Design and implement scalable operating systems, workflows, playbooks, scorecards, and operational review processes
• Improve operational performance metrics including service levels, completion rates, partner compliance, and customer experience
• Partner with Product and Engineering teams to translate operational challenges into scalable tools and process improvements
• Lead operational incident response efforts, including issue resolution, communication, and postmortem analysis
• Support strategic relationships with operational partners, vendors, and stakeholders
• Create executive-ready reporting, operational dashboards, performance reviews, and business updates
• Mentor operations team members through coaching, feedback, and process leadership
• Analyze operational data to identify trends, risks, and opportunities for improvement
• Stay closely connected to frontline operations and use insights to drive process, tooling, and strategy enhancements

Requirements

• 5+ years of experience in operations, marketplace operations, logistics, healthcare operations, transportation, or a similarly complex operating environment
• Experience leading cross-functional programs across multiple teams, markets, or regions
• Proven ability to drive results without direct authority or reporting relationships
• Strong written communication skills with experience creating playbooks, postmortems, scorecards, SOPs, and executive communications
• Strong analytical and problem-solving abilities with experience using data to make operational decisions
• Experience improving operational performance through process redesign, automation, tooling, or workflow optimization
• Experience partnering closely with Product and Engineering teams
• Ability to make decisions in fast-changing environments with incomplete information
• Strong organizational skills and ability to manage multiple priorities simultaneously
• Collaborative, team-oriented mindset with a focus on business outcomes

Preferred Qualifications

• Experience in NEMT (Non-Emergency Medical Transportation)
• Experience in rideshare, mobility, logistics, healthcare operations, broker networks, or marketplace businesses
• Experience launching or scaling operations across multiple markets
• Experience developing internal tools alongside Product and Engineering teams
• Experience using AI or LLM-powered tools within operational workflows
• Experience supporting operational excellence programs in high-growth environments

Additional Details

• Fully remote position
• Must be authorized to work in the United States
• Senior individual contributor role with significant organizational impact
• Fast-paced, high-growth operating environment