Note: The job is a remote job and is open to candidates in USA. Solace is a Series C startup focused on redefining healthcare in the U.S. by providing expert advocacy and tools for better patient outcomes. The Director of Strategy & Operations will be responsible for establishing the Strategy & Operations function, driving operational improvements, and partnering with department leaders to implement changes that enhance the company's scalability and efficiency.

Responsibilities

• Own end-to-end strategic and operational initiatives: From problem definition through implementation and measurement
• Partner with department leaders: Diagnose where their operations need to evolve for the next stage of scale, and co-own the work to get them there. This includes working closely with clinical leadership to design "lighter-touch" workflows that respect clinical judgment while ensuring efficiency
• Build the analytical foundation: Create frameworks for measuring operational performance across functions to replace decisions currently made by intuition
• Lead specific workstreams: Drive company efficiency, measure AI integration impact, and identify upstream drivers of CX volume to solve problems before they reach agents
• Run cross-functional projects: Take ownership of scale initiatives where no single department owns the outcome
• Shape the S&O function: Define how this team operates, how it engages with the rest of the company, and what profiles we hire next

Skills

• A strong analytical foundation: You can structure ambiguous problems, build the model or the framework that makes them tractable, and pressure-test your own conclusions before someone else does
• Operational instincts: You understand that the gap between a good recommendation and a working operation is enormous, and you are energized by closing that gap rather than handing it off
• Credibility with highly specialized experts: You can sit in a room with a department head, push them on how their function actually works, and have them come away feeling like the conversation made their operation better, not threatened
• A bias to ownership: You measure your success by whether the change you drove is still working six months after you moved on
• Comfort with ambiguity and white space: There is no template for this role. You will be making judgment calls about what to work on, how to scope it, and when to declare it done
• Strong written and verbal communication: You can write a one-pager that an executive can act on in five minutes, and you can run a working session that gets a cross-functional team to a decision
• Experience in healthcare, regulated industries, or services businesses with a human delivery model
• Experience building an S&O, BizOps, or Chief of Staff function from scratch
• Applicants must be based in the United States

Company Overview