Director of Operations, New Ventures at Maven

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Feb, 26

Salary

230000.0

Posted On

22 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Clinical Staffing, Demand Modeling, Customer Support Operations, Payment Operations, KPI Definition, Data Instrumentation, Program Leadership, Telehealth Fluency, Communication Skills, Forecasting, Capacity Management, Quality Assurance, Workforce Management, Billing, Reconciliation

Industry

Hospitals and Health Care

Description

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including: Fortune Change the World (2024) CNBC Disruptor 50 List (2022, 2023, 2024) Fortune Best Workplaces for Millennials (2024) Fortune Best Workplaces in Health Care (2024) TIME 100 Most Influential Companies (2023) Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) Great Place to Work certified (2020, 2021, 2022, 2023, 2024) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022) Maven Clinic is hiring a Director of Operations, New Ventures to build and scale operational foundations for new product offerings. You’ll be an entrepreneurial builder who can build a sustainable, long-term business—partnering closely with Product, Clinical, Finance, Legal, and Customer Support to design, launch, and scale operations that deliver excellent outcomes and unit economics. You will own the end-to-end operational blueprint for new product lines, primarily focusing on clinical staffing and demand modeling, customer support operations, and payment operations. This is a player–coach role: you’ll roll up your sleeves to design processes and metrics from scratch, while also leading a small, high-performing team as we scale. As a Director of Operations, New Ventures at Maven, you will: Build and refine the clinical staffing/demand model (forecasting, capacity, fill rates, schedules, state coverage). Stand up support ops for new products (SLAs, escalation, QA/coaching, knowledge and workforce management across channels). Run payment ops for subscriptions and visits (billing, refunds, recovery, disputes, reconciliation) with Finance/RCM. Define KPIs and dashboards with a weekly operating cadence (utilization, service levels, FCR, cost/contact, refund time, payment success, DSO, unit economics). Implement the tooling stack (WFM, contact center, QA, help center, payments, subscriptions) with reliable integrations. Lead launch readiness and stabilization (staffing, training, playbooks, SLAs, alerting/backup; cutover, pilots). Hire and develop a lean, high-ownership team. We’re looking for you to bring: 8+ years of operation leadership in healthcare/digital health Depth in 2 of 3 domains (lite in the third): Clinical staffing/demand (forecasting, capacity, coverage, utilization, QA) Customer support ops (SLAs, escalation/incident, WFM, QA/coaching, knowledge, vendor/BPO) Payment ops (subs/visit billing, refunds/disputes, reconciliation; RCM familiarity) Metrics-first: define KPIs, instrument data with partners, decide with imperfect data; Looker/BI or basic SQL a plus. Experience in a player–coach role designing and executing new systems Strong program and cross-functional leadership Telehealth fluency: HIPAA, licensure/geography, documentation, safety/escalations Clear and structured communicator Nice-to-have experience: Telehealth RCM, payer ops, eligibility/prior auth Selected/implemented WFM, contact center, QA, payments/subscription tools Managed third party vendors The base salary range for this role is $175,000 - $230,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. This role requires active work authorization in the US. Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C., we encourage in-person collaboration by requiring team members to attend quarterly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction. At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams. Benefits That Work For You Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits: Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. Whole-self care through wellness partnerships Hybrid work, in office meals, and work together days 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) Annual professional development stipend and access to a personal career coach through Maven for Mavens 401K matching for US-based employees, with immediate vesting These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com.

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Responsibilities

You will build and scale operational foundations for new product offerings, focusing on clinical staffing, customer support, and payment operations. This role involves designing processes and metrics while leading a small team.