Head of Enterprise Operations

Trusted is the leading digital labor marketplace and workforce management solution for the healthcare industry. We are headquartered in San Francisco but we’ve taken a digital-first approach to building our workforce and the majority of our team resides across the US and abroad.

Trusted was founded in 2017 with a focus on the largest profession in healthcare: nursing. Since then, we’ve taken a process dominated by recruiters and phone calls and converted it to a fully digital experience, connecting nurses directly to job opportunities and handling benefits, payroll, onboarding, and compliance. Our platform provides full employer of record services for employers in all 50 states and the District of Columbia.

In 2020, we launched our proprietary staffing platform, Works. Works helps hospitals solve one of their biggest challenges: filling every shift in an environment where demand for healthcare services and labor costs are increasing exponentially. With Works, facilities can create their own on-demand nursing workforce and manage all the details from a single system. Using predictive insights and recommendations, Works helps hospitals react to fluctuations in demand, while its staffing marketplace creates competition to fill open job requisitions with high-quality, active talent.

Trusted has support from top institutional investors such as Craft Ventures, Felicis Ventures, StepStone Group, and Founder Collective, as well as healthcare innovators like Texas Medical Center, Mercy Health, Intermountain Ventures, Town Hall Ventures, and Healthbox. Most recently we closed a $149 million Series C round to fund our next stage of growth.

What we are looking for:

We are seeking a dynamic leader to oversee and enhance the technical systems integrations, product implementation, and customer support functions of Trusted’s healthcare staffing platform, Works. The Head of Enterprise Operations will serve as a player-coach, refining workflows for Solutions Architects, Engagement Managers, and Customer Support Representatives while fostering a high-performing team culture and building strategies for revenue growth. The role requires relentless pursuit of health systems’ labor strategy objectives through the seamless delivery of our contingent workforce management (Flex) and open shift scheduling (OnDemand) solutions. This person is accountable for ensuring the enterprise delivery teams execute on client’s expected workforce outcomes, complete implementations on time, champion key customer stakeholders and retain enterprise accounts.

Your responsibilities:

• Leadership and Team Development:
  • Mentor and develop Solutions Architects, Engagement Managers, and Customer Support Representatives to ensure consistent delivery of our platform’s value proposition of unlocking flexibility for clinicians and health systems.
  • Enhance existing workflows and playbooks for each team role, ensuring scalability and alignment with best practices.
  • Foster a collaborative team culture focused on customer success and continuous improvement.
  • Improve cross-functional collaboration with sales, product, and engineering teams to drive seamless delivery of Works offerings.
• Technical Systems Integrations:
  • Oversee and refine technical integration processes for scheduling, payroll, and HRIS systems, ensuring accurate data flows between Works and clients’ systems of record.
  • Define process for vetting and executing integrations with new third-party systems.
  • Develop best practices for sales engineering, security reviews and solution proposals.
  • Operationalize UAT/escalation processes and improve reliability monitoring for live integrations.
• Engagement Management:
  • Lead end-to-end implementation of OnDemand and Flex solutions for strategic accounts, including project chartering, communication planning, and post-implementation impact assessments.
  • Ensure engagement managers successfully deliver Works across multiple, complex implementations on-time and on-budget.
  • Proactively identify and mitigate potential risks and challenges throughout the implementation process.
  • Evaluate performance of deployments against dynamic staffing and contingent workforce program targeted outcomes and ensure Works is achieving clients’ desired business objectives.
  • Advise engagement managers on developing strategic relationships with C-suite executives, driving retention and identifying account expansion opportunities.
• Customer Support:
  • Ensure the customer support team is meeting client SLAs and maintaining target NPS for critical users cohorts.
  • Streamline processes for ongoing user training and for addressing escalations to maintain high levels of client satisfaction.

Who you are:

• Exceptional Communicator: You excel at clearly articulating complex concepts to technical and non-technical stakeholders and breaking down challenging business problems.
• Data-Driven Problem Solver: You have a direct experience successfully addressing unstructured challenges and developing actionable solutions guided by rigorous analysis of data.
• Visionary Leader: You inspire high performance and foster team development in search of excellence
• Adaptable Team Player: You are comfortable working in a fast-paced, high-growth environment with changing priorities.
• Project Manager: You have proven expertise in planning, stakeholder management, and risk mitigation.
• Technical Acumen: You are exceptional at systems integration and troubleshooting.

You have (required):

•  9-10 years of experience in technical systems integration, enterprise client success, or post-sales implementations for B2B SaaS solutions within healthcare.
• At least 3 to 5 years of experience in management consulting or enterprise software implementations for large organizations within healthcare and at least 4+ years managing teams within a fast-paced, startup setting.
• Bachelor's Degree in relevant field such as Business Administration, Computer Science, Information Systems, Engineering, or Healthcare Management
• Track record of delivering measurable value to customers and solving tough operational challenges.
• Demonstrated ability to build trust with C-level executives and earn right to become a strategic thought partner for client leaders  
• Experience managing teams to achieve agreed-upon client outcomes and divisional OKRs.
• Proven ability to build and scale cross-functional teams.
• Comfortable with data analysis and proficiency in SQL, Excel and Looker.
• Strong understanding of workforce management, HRIS or ERP systems.
• Exceptional project portfolio management, problem-solving and verbal + written communication skills
• Bias for action and sense of urgency - you will help the company’s executive team make decisions on product roadmap and GTM strategies.

You may also have (preferred):

• Master's Degree in Business Administration, Health Informatics or related field
• Experience scaling sales engineering, implementation and customer success teams for B2B healthcare SaaS startup.
• Project Management Professional (PMP) or Certified Customer Success Manager (CCSMP).
• Change Management Certification (Prosci, CCMP, etc.)

We offer:

• Paid vacation & sick time, paid family leave, and flexible work hours
• Employer-paid health insurance, vision, and dental
• Employer-paid life insurance
• Mindfulness and fitness reimbursement
• Monthly cell phone reimbursement
• Employer-sponsored 401k
• Variable compensation plan

Trusted reasonably anticipates the below to be the annual base salary range for this role. The final compensation for this position will vary based on geographic location and candidate experience relative to what Trusted reasonably anticipates for this position. We are committed to transparency, and any compensation questions will be addressed early in our recruitment process. 

Trusted Health provides equal employment opportunity for all applicants and employees. All qualified applicants will be considered regardless of an individual’s race, color, sex, gender identity or expression, religion, age, national origin, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, military or veteran status, or any other basis protected by federal, state or local laws. If you cannot submit your application due to a disability, please email hello@trustedhealth.com; we will reasonably accommodate individuals with disabilities to the extent required by applicable law.

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