Customer Strategy & Operations Manager for a healthcare startup empowering Nurse Practitioners. Guiding onboarding and growth of practices to maximize platform value throughout the customer lifecycle.
About the role
- Director of EAP Operations managing expanded access programs for myTomorrows in the health tech sector. Focus on operational excellence while collaborating with multiple stakeholders.
Responsibilities
- Own the end‑to‑end operating model for EAP Program + Site Management, ensuring scalable and compliant delivery
- Translate strategy and portfolio forecasts into capacity planning, org design and hiring priorities
- Build resilient coverage and escalation models across the portfolio
- Lead the EAP Program Management team for consistent execution across clients and geographies
- Lead the EAP Site Management team for strong site engagement, workload balance and service performance
- Drive standardisation and continuous improvement across ways of working, tooling and operational excellence
- Set and run a strong governance rhythm: KPIs, performance reviews, risk management and quality oversight
- Act as senior escalation point for complex delivery, regulatory and stakeholder challenges
- Grow a bar-raising leadership bench through coaching, performance management and succession planning
- Partner with Finance, People and Operations on budgeting, workforce planning and scale-up decisions
Requirements
- 8–10+ years experience leading and managing expanded access programs
- Experience in a market access setting and with multi-country reimbursement strategies is a plus
- Strong and proven commercial and client service mindset
- Proven experience building and leading high performance teams
- Knowledge of leading managers and scaling operational teams in complex settings
- Strong understanding of compliance, regulatory frameworks and operational requirements in the context of Expanded Access Programs
- Track record of operational excellence: scaling delivery, managing risk, and raising performance standards
- Strategic thinker with strong execution focus — simplify complexity and drive outcomes
- Confident stakeholder manager who can align senior leaders and external partners
- High bar for quality and accountability, with calm leadership under pressure.
Benefits
- Equal Opportunity Employer
- Workplace where difference and diversity are protected and celebrated
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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