Head of Operations at Fella Health — Remote, $125k-$225k/yr + 0.6%-1.0% equity

at  Fella Health YC W20S21

ABOUT FELLA HEALTH

Fella Health helps middle-aged men live 10 years longer.
We are the telemedicine clinic for bigger guys, worldwide. We use medical weight loss treatment to solve our fellas’ most pressing healthcare need, then remain a fella’s core healthcare provider for the rest of their life - focused on men’s health, longevity, mental health, and primary care.
We will have served 1 million fellas by the end of 2026, and 10 million fellas by the end of 2028.
Our mission is to solve male obesity worldwide, by accelerating the take-up of GLP-1s in middle-aged men. From this, we’ll become the world’s leading men’s health brand.
We’ve grown >100x since Sept 2022 (currently growing >30% MoM) and are strongly cashflow positive. We have expanded our state coverage to >95% of US population, have started to expand our clinical protocol beyond weight (e.g. testosterone), and are eyeing up international expansion.
We’re still a young startup and are moving quickly. We have a long way to go. This is still Day 1.
You can read more about working at Fella here: https://fella.notion.site/Working-at-Fella-14a2ac8575d34d148d009bb410387af4

We’re backed by top healthcare & consumer investors:

• Y Combinator
• Global Founders Capital — backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet
• AngelList Early Stage Fund (backed by Naval Ravikant)
• BrandProject (venture-builder behind 2 unicorns)
• The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)

“You just build an amazing experience. Make each step amazing. Make every decision in the long term interest of the client. Give the client massively more value than you take.” — a poetic extract from one of our advisors

• Clinical Operations end-to-end:
• Activation: You’ll get fellas their medication within 14 days of signup. You’ll ensure the UX is great from signup to their first dose: intuitive onboarding portal, streamlined medical form, easy labwork options, clarity on insurance coverage, rapid provider prescribing, automated medication ordering, overnight medication fulfillment, clear dosage instructions — all with reassuring communication to fellas. You’ll be obsessed with your activation KPIs.
• Retention: You’ll ensure fellas only leave upon reaching their goal weight, not due to poor service. This means async check-ins are comprehensive & regular, and refills are proactive & automated. You’ll be painfully aware of cohort churn numbers.
• Review/Referral: You’ll make fellas happy enough so they write a great review & refer others. You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly.
• Scale: You’ll work with engineering to guide systems & automations to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat. You’ll systematically review your team’s human-based workflows to constantly be automating as much as you can.
• Clinical systems: You’ll work closely with our Clinical Systems Lead & engineering team to ensure we have great tooling across the clinic: backend, careteam-facing, and fella-facing.
• People: You’ll work with our Medical Support Lead to ensure we have all hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. You’ll work with the Medical Support Lead to audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas.
• Provider network: You’ll stay on top of provider capacity to ensure we don’t get blocked as we scale. You’ll work closely with providers to streamline their workflow & solve their issues. You’ll work with the recruiting team to select great-fit providers as we scale.
• Compliance: You’ll ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally.
• Economics: You’ll protect unit economics over time by ensuring all payments are going through, we get discounts on medication, provider workflow is streamlined, and clinic-wide workflows are automated to avoid careteam bloat.
• By the end of 2024, once you’ve mastered leading clinical operations (above), you may then upskill/hire a Head of Clinical Operations who would replace you & report to you, and you’d then oversee several areas (each with its own DRI):
• Clinical Operations (as above)
• Medical Expansion:
• Health System Integration: Have everything working so we can efficiently bill fellas’ insurance for their services.
• Product Expansion: Expansion of add-on products & services to be able to serve fellas for a decade.
• International Expansion: Continue a smooth international expansion beyond the US into the rest of the English-speaking world, then German-speaking & Spanish-speaking countries, then into India & beyond.
• Pharmacy & Supply Chain: Overseeing this newly formed area as we become vertically integrated by owning our own medication supply

“You just build an amazing experience. Make each step amazing. Make every decision in the long term interest of the client. Give the client massively more value than you take.” — a poetic extract from one of our advisors

• Clinical Operations end-to-end:
• Activation: You’ll get fellas their medication within 14 days of signup. You’ll ensure the UX is great from signup to their first dose: intuitive onboarding portal, streamlined medical form, easy labwork options, clarity on insurance coverage, rapid provider prescribing, automated medication ordering, overnight medication fulfillment, clear dosage instructions — all with reassuring communication to fellas. You’ll be obsessed with your activation KPIs.
• Retention: You’ll ensure fellas only leave upon reaching their goal weight, not due to poor service. This means async check-ins are comprehensive & regular, and refills are proactive & automated. You’ll be painfully aware of cohort churn numbers.
• Review/Referral: You’ll make fellas happy enough so they write a great review & refer others. You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly.
• Scale: You’ll work with engineering to guide systems & automations to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat. You’ll systematically review your team’s human-based workflows to constantly be automating as much as you can.
• Clinical systems: You’ll work closely with our Clinical Systems Lead & engineering team to ensure we have great tooling across the clinic: backend, careteam-facing, and fella-facing.
• People: You’ll work with our Medical Support Lead to ensure we have all hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. You’ll work with the Medical Support Lead to audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas.
• Provider network: You’ll stay on top of provider capacity to ensure we don’t get blocked as we scale. You’ll work closely with providers to streamline their workflow & solve their issues. You’ll work with the recruiting team to select great-fit providers as we scale.
• Compliance: You’ll ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally.
• Economics: You’ll protect unit economics over time by ensuring all payments are going through, we get discounts on medication, provider workflow is streamlined, and clinic-wide workflows are automated to avoid careteam bloat.
• By the end of 2024, once you’ve mastered leading clinical operations (above), you may then upskill/hire a Head of Clinical Operations who would replace you & report to you, and you’d then oversee several areas (each with its own DRI):
• Clinical Operations (as above)
• Medical Expansion:
• Health System Integration: Have everything working so we can efficiently bill fellas’ insurance for their services.
• Product Expansion: Expansion of add-on products & services to be able to serve fellas for a decade.
• International Expansion: Continue a smooth international expansion beyond the US into the rest of the English-speaking world, then German-speaking & Spanish-speaking countries, then into India & beyond.
• Pharmacy & Supply Chain: Overseeing this newly formed area as we become vertically integrated by owning our own medication supply.