Operations Manager

About this role

About Willow

Willow https://www.startwillow.com/ is a telehealth company focused on personalized, responsible cosmetic weight loss care. We combine medical expertise with a supportive, patient-centered approach to help people feel more confident and comfortable in their bodies. Our goal is to make high-quality care accessible, thoughtful, and designed to fit real lives.

RESPONSIBILITIES

- Lead cross-functional operational projects from concept through implementation - owning project plans, timelines, milestones, success metrics, and stakeholder alignment with minimal oversight. Example projects: new retail kiosk launches, patient feedback initiatives, training program development, new operational system implementations, and company-wide process improvements.

- Design, document, and implement scalable operational processes - creating and maintaining SOPs, workflows, and internal playbooks, and standardizing processes across departments.

- Build and maintain ClickUp workflows, automations, and project templates; identify opportunities to automate manual work.

- Develop dashboards, reporting, and operational metrics that give leadership visibility into key initiatives.

- Serve as an operational partner to department leaders across Clinical Operations, Compliance, Marketing, Customer Experience, Retail Operations, HR, Finance, and Product.

- Own operational documentation and knowledge management - implementation guides, process maps, and training documentation that support onboarding and scale.

- Support strategic initiatives: vendor onboarding, executive summaries and project updates, action-item tracking, and high-priority operational needs as the business evolves.

REQUIREMENTS

- 4+ years of experience in operations, business operations, project management, or program management.

- Proven track record leading cross-functional projects from planning through execution - not just supporting or coordinating them.

- Demonstrated experience creating SOPs, workflows, and business documentation.

- Strong process improvement and operational problem-solving skills.

- Ability to work independently with minimal direction and manage multiple priorities in a fast-paced, evolving environment.

- Exceptional written and verbal communication skills - this person produces executive summaries and documentation used company-wide.

- Advanced proficiency with Google Workspace.

- Fluent English (written and verbal).

- No specific degree or certification required - demonstrated experience matters more (PMP or similar is a bonus, not a requirement).

- Availability to work in the Eastern time zone

NICE TO HAVE

- Advanced ClickUp experience (automations, dashboards, templates).

- Startup or high-growth environment experience.

- Healthcare or telehealth operations experience (we're a telehealth company - familiarity with the regulatory/clinical context is a real advantage).

- Experience with Airtable or similar operational platforms.

- Familiarity with AI productivity tools and workflow automation.

- Hands-on experience implementing new systems or operational processes (software rollouts, tool migrations, change management).

WHAT’S IN IT FOR YOU?

- As full-time member of our team, you’ll enjoy:

- Flexible hours

- Work wherever you choose

- Fun and casual work environment

- Employee engagement activities and virtual gatherings

- We are a diverse, global team! 🌍