Business Operations Manager (AI health-tech product) – Hybrid

Massive Bio is seeking a Business Operations Manager to lead a critical customer-facing operation, develop coaching frameworks, and implement quality assurance programs. The role focuses on building systems and culture that deliver exceptional customer experiences while maintaining operational efficiency and accountability.

Requirements

• Develop and implement coaching frameworks, performance scorecards, and quality assurance programs
• Conduct regular assessments and feedback loops; mentor and develop team members
• Build and maintain standard operating procedures, scripts, and best practice documentation
• Establish and monitor key performance indicators (SLAs, response times, schedule adherence, quality metrics)
• Create dashboards and reporting systems to track operational health and trends
• Manage action items and accountability structures; ensure timely follow-up and resolution
• Partner with other departments to ensure seamless handoffs and integrated workflows
• Maintain data integrity in relevant systems; produce regular reports for leadership
• Identify process gaps and communicate operational constraints to stakeholders
• Translate business objectives into operational standards and team goals
• Regularly map workflows, identify bottlenecks, and streamline processes
• Hire, onboard, and develop team members; build bench strength and succession planning
• Measure impact of changes and iterate based on data and feedback
• Foster a culture of improvement and accountability

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan