Head of Business Operations (Chief of Staff | WFH) - #34880
An exciting opportunity for a strategic, systems-oriented Head of Business Operations to design and implement company-wide processes, KPIs, and accountability frameworks.
Company Profile:
Our client is the leading platform connecting Nurse Practitioners (NPs) with collaborating physicians across the United States. Their service streamlines an often-complex process—enabling NPs to quickly, affordably, and confidently find physician collaborators to meet state requirements and launch their practices.
Overall purpose and responsibilities of the role:
The company is scaling quickly and needs an operator who can install and run the company operating system (EOS/Scaling Up-style), create accountability across leaders, and make performance transparent through the right tools, dashboards, and rhythms.
This is not a “notes and meetings” Chief of Staff. This is an execution-first Integrator / Head of Ops role with authority to drive priorities, enforce cadence, and hold leaders accountable to outcomes.
Duties and Responsibilities:
Mission (what success looks like)
Within 90 days, you will establish a predictable operating cadence, clear ownership across departments, and a visible set of KPIs and priorities that the leadership team uses weekly to run the business—reducing CEO bottlenecks and increasing speed, clarity, and follow-through. The operating system and KPI structure will be built largely from scratch, as current metrics are minimal and not consistently applied.
Outcomes (6–12 months)
You will be accountable for delivering these outcomes:
1. Operating System Installed and Adopted
- EOS/Scaling Up rhythms running weekly (leadership meeting cadence, scorecard review, priority management, issue resolution).
- Leaders consistently prepared and updating metrics on schedule.
2. Company-wide Transparency
- A single source of truth for KPIs, priorities (“Rocks”), owners, and due dates.
- Clear documentation of recurring processes, escalation paths, and cross- functional handoffs.
- Initial KPI focus in the first 90 days will prioritize revenue metrics, with additional KPIs added over time.
3. Leadership Accountability
- Team leads have clear goals, roles, and weekly commitments.
- Underperformance is surfaced early and addressed constructively.
- This role is expected to enforce accountability and meeting discipline even with senior leaders.
4. CEO Leverage
- CEO time protected from operational noise; decisions routed with context, options, and recommendations.
- Projects move forward without CEO prompting.
- Final decision-making authority remains with the CEO, but this role is expected to independently propose strategies, execution plans, and recommendations.
Core Responsibilities
1. Install and Run the Operating Cadence (EOS / Scaling Up)
- Facilitate weekly leadership meetings with strong agenda control and follow-through.
- Maintain and enforce:
- Scorecard/KPI updates
- Priority (“Rocks”) tracking
- Issues list + structured issue resolution (IDS-style)
- Quarterly planning prep + execution
- Create meeting discipline across the org (agendas, pre-reads, decisions, next steps).
- Produce and distribute post-meeting reports capturing decisions, owners, deadlines, and follow-ups.
2. Own Cross-Functional Execution and Project Delivery
- Translate strategic goals into clear plans, owners, timelines, and milestones.
- Drive execution on high-impact initiatives across Product, Ops, Growth, Sales, Support, Compliance workflows, and Finance/RevOps.
- Surface risks early and run resolution workflows (not “FYI” updates—decision-driving).
- Authority to set deadlines and assign owners across departments, with CEO as final arbiter when priorities conflict.
3. Build the “Single Source of Truth” (Tools + Dashboards)
- Implement and maintain tooling that makes priorities and performance visible.
- Ensure consistent KPI definitions, reporting cadence, and ownership.
- Partner with internal stakeholders to integrate systems where needed (CRM, ERP, payments, ticketing, analytics).
- Build lightweight documentation and SOP infrastructure so processes are repeatable.
4. Lead and Manage Key Functions (Direct Reports + Leadership Enablement)
- Take ownership of key leaders and/or team leads (direct reporting line).
- Coach leaders on accountability, execution, and communication rhythms.
- Create clear expectations: who owns what, what “done” means, and how progress is measured.
5. CEO Enablement (Strategic Support + Optional Light EA Coverage)
- Run CEO weekly briefing: top risks, deadlines, metrics, decisions needed.
- Support decision-making by bringing structured options, trade-offs, and recommendations.
- Optional (if needed initially): light calendar triage / meeting hygiene to protect CEO focus.
What You Will Build (Deliverables)
- Weekly leadership meeting system (agenda, scorecard, issues, commitments)
- Company scorecard (KPIs, definitions, owners, update cadence)
- Quarterly planning cadence (prep, facilitation support, follow-through)
- Priority (“Rocks”) system with accountable owners and timelines
- Process library (SOPs for recurring work, escalations, and handoffs)
- Org-wide project tracker and operating dashboard
KPIs for the role (how you’re measured)
- % of weekly KPI updates completed on time
- of priorities delivered on schedule (quarterly Rocks completion rate)
- Reduction in CEO operational interruptions (qual + quant)
- Cycle time improvements for key workflows (e.g., onboarding, matching, payouts, retention actions)
- Meeting effectiveness score (internal leadership feedback + commitment completion rate)
- On-time delivery rate for cross-functional initiatives
Requirements
- 7+ years in operations / bizops / chief of staff / program leadership roles with real ownership
- Proven experience implementing an operating cadence (EOS, Scaling Up, OKRs, or similar) in a growth-stage company
- Proven ability to build operating systems from scratch, not just optimize existing ones
- Strong hands-on execution mindset; able to close loops independently
- Experience functioning as an internal operator-consultant rather than department owner
- History of driving cross-functional execution with measurable outcomes
- Strong KPI literacy: can define metrics, build scorecards, enforce reporting discipline
- Executive presence and ability to hold peers/leaders accountable respectfully and firmly
- Comfort operating in ambiguity and moving fast without perfect information
Preferred Experience (nice to have)
- Marketplace, SaaS, or multi-sided platform experience
- Experience with remote / distributed teams (including offshore team members)
- Familiarity with tools like Ninety.io, Bloom Growth, L10-style meetings, Asana/ Jira/ ClickUp, Notion/ Confluence, HubSpot/Odoo, Looker/Databox, etc.
- Exposure to payments workflows / contractors / platform payouts (e.g., Stripe Connect)
- Experience building operational systems that touch compliance-adjacent workflows
Skills and Traits (the real filter)
- Operator mentality: defaults to action and ownership, not permission
- Calm, high standards: can be direct without drama
- Systems thinker: makes things repeatable and auditable
- Relentless follow-through: closes loops and clears blockers
- Strong writer: documents clearly and concisely
- Facilitator: runs meetings that produce decisions and commitments
- Comfortable being the execution spine of the company
- Strong judgment on when to escalate vs. resolve independently
What this role is NOT
- Not a “meeting note taker”
- Not a pure strategy role
- Not a personal assistant role
- Not a consultant who hands over templates and disappears
- Not someone who needs heavy direction to prioritize
Job type: Permanent
Emp type: Direct hire; Full-time
Schedule: Monday to Friday, 9pm to 6am PH Time
Location: Remote/WFH
Industry: Marketplace / Platform
Expertise: Process Improvement, Business Operation, Chief of Staff, Program Leadership, KPI/Metrics Management