About The Role

We're hiring a Strategic Business Operations Specialist to sit at the intersection of hands-on customer support and operational leadership. You'll serve as a front-line support expert for customers navigating prior authorization and benefit verification workflows, while also building the operational infrastructure that keeps our BPO partnerships, staffing, daily queue management, and performance analytics running at scale.

This is a high-ownership, dual-function role built for someone who thrives in ambiguity, loves solving hard operational problems, and wants to shape both customer experience and the systems behind it as we grow. You'll be building from the ground up - not inheriting a playbook.

What You'll Do - Impact In Your First 3-6 Months:

Internal operations: manage end to end operations, dive into complex benefit verification and prior authorization cases, becoming the trusted expert on for guidance through confusing healthcare workflows
Troubleshoot operational pain: identify and resolve workflow bottlenecks, payer/PBM issues, and process gaps that impact both customer satisfaction and team efficiency
Build foundational systems: document workflows, create playbooks, and establish repeatable processes that scale as customer volume grows
Partner with product and engineering: surface customer pain points and feedback to help prioritize product improvements that reduce support burden and improve user experience. Identify and implement AI powered efficiency gains in collaboration with product and engineering teams
Empower your team: create training materials, documentation, and knowledge resources that help your team scale their capability and reduce the need for escalations
Strategically partner with all internal stakeholders to operationalize all Develop Heath new strategic initiatives

What You'll Own - Driving Growth Beyond 3-12 Months:

Lead BPO and vendor partnerships: build and maintain strategic relationships with Business Process Outsourcing partners, set quality standards, and drive continuous improvement in service delivery
Own staffing and workforce planning: forecast support needs, coordinate hiring and onboarding, manage shift coverage across time zones, and build a high-performing team equipped to handle scale
Build dashboards and reporting: develop comprehensive operational metrics, SLA dashboards, and performance analytics that guide decision-making and demonstrate impact to leadership
Optimize queue and capacity management: implement systems and workflows that balance customer demand with team capacity, minimize wait times, and maintain consistent SLA performance as the business scales
Translate support insights into growth: turn frontline customer and operational insights into high-leverage product and process improvements that reduce support volume, improve unit economics, and strengthen customer relationships

What You'll Bring on Day 1

2-4+ years of experience in operations, ideally in healthcare, health-tech, or SaaS
Experience handling complex, high-stakes needs with exceptional communication skills
Strong analytical skills; comfortable pulling data and building dashboards or reports
A problem-solving mindset: you investigate root causes, spot patterns, and improve systems
Comfort working in a fast-moving, ambiguous environment where processes are still being built

What You'll Need to Learn Quickly

How Develop Health's workflows and automation layer fit into real payer/PBM/provider processes - and where our product creates leverage in customer operations
Our internal escalation paths, engineering workflows, and how to communicate issues in a way that leads to fast resolution
The nuances of how different payers interpret prior authorization and benefit verification requirements, and how those differences affect customer experience

Bonus Points

Deep hands-on experience with pharmacy benefit prior authorization and benefit verification workflows on the payer or PBM side
Strong understanding of the patient access journey - from prescription to dispensing - including common barriers and payer friction
Experience building support processes, documentation, or training materials from scratch
Familiarity with AI tooling or BPO workforce management tools and BI/reporting platform

What We Offer

$[X] - $[Y] base salary plus meaningful early-stage equity in a company growing 10× year-over-year
Health, dental, and vision coverage; flexible PTO
High-end workstation & tooling budget
The chance to improve the lives of hundreds of thousands of patients every month by making access to medication dramatically faster and easier

Develop Health

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Strategic Business Operations Specialist