Clinical Operations Senior Manager

What we’re looking for

We are hiring a Clinical Operations Senior Manager to lead the team of Member Advocates who manage our third-party reproduction cases with egg donors and intended parents. The Clinical Operations Senior Manager will also build scalable support and case management processes in addition to day-to-day case management. You will report to the Head of Operations & Strategy and be the second person to join the Clinical Operations team. You will have the unique opportunity to be the guiding hand to our members while helping us shape the vision of our programs and build an operations moat for the company.

You will be a key member of our Operations team as you:

• Manage the end-to-end lifecycle for our members and create scalable foundations for growth with standard operating procedures and management structure.
• Obsess over members’ needs and build experiences that are more transparent, personalized, and human-centered.
• Collaboratively define and deliver playbooks, canned responses, and assets to improve the quality and efficiency of the Clinical Ops team.
• Develop and deliver insightful reports on OKRs and team initiatives aligned with the member experience and Cofertility’s mission.
• Lead regular internal team reviews of the intended parent & egg donor match experience and overall match status.

Who we’re looking for

As a mission-driven company, we thrive on the energy of our teammates. You should be inspired by our mission of changing the world of family planning and ready to empower women to own their fertility timelines. You’re a compassionate case manager and experienced problem solver who is excited to take your industry expertise to a seed-stage company and grow our programs.

You are:

• Focused on developing the people you work with as well as getting the job done. You make the people you manage feel valued, supported, and empowered.
• Effective and compelling when educating others via written communication. Strong oral communication skills with a focus on relationship-building, active listening, and storytelling.
• Relentless in your pursuit for knowledge that improves our members’ experience and family-building outcomes. You love and seek data to make informed decisions.
• Someone who gets joy from optimizing processes and looking for ways to be more efficient in a fast-paced, start-up environment.
• A collaborative team player that is committed to excellence, is biased for action, and has exceptional attention to detail.
• Comfortable balancing managing a team of Member Advocates while periodically serving as a Member Advocate yourself to directly experience the processes you are managing.
• Comfortable supporting our members through egg donation, egg freezing, and embryo creation journeys with patience, kindness, and empathy.
• Tech savvy. Proficient in Google Suite, and familiarity with and ability to learn a modern Customer Success / Operations tech stack. Experience with egg donor software is a plus.
• 7+ years of business process experience. Customer Success, project management, and/or consulting experience within a B2C SaaS-based start-up environment is strongly preferred.

You should have some familiarity (or at least curiosity and enthusiasm) with reproductive health, fertility, and/or the egg-freezing process. Bonus points if you have first-hand experience (personally or professionally) with egg freezing, egg donation, or IVF.

About Us

We are a fully remote team. Our founders are spread out across the coasts. Since we’re located all over the country, communication using Slack, Gmail, Zoom, and other tools is key. We communicate regularly throughout the day, and you’ll never be alone.

We believe in giving our team members autonomy, and place value on the output of each team member.

Above all, we’re proud to engage in meaningful work that will impact tons of people throughout the family-building process.

We are an equal opportunity employer. Individuals seeking employment at our company are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

How to Apply

If this role sounds like a good fit, email us at careers@cofertility.com. Please include “Clinical Operations Senior Manager” in your subject line.