Strategic Business Operations Specialist at Develop Health

Develop Health is on a mission to use AI to radically accelerate access to life-saving medications. By automating complex, manual healthcare processes—like benefit verification and prior authorization—we’ve achieved 10x revenue growth over the past year, growing from $0 to >$10M in annual recurring revenue in less than 2 years, and currently help more than 400,000 new patients every month. We’re partnering with some of the largest pharmacy benefit managers and payers in the nation, revolutionizing how healthcare interactions occur by eliminating human delays and inefficiencies. Our small, elite team of founders and engineers have previously launched and exited successful healthcare startups including Rupa Health and Canvas Medical. We are now scaling rapidly following a major funding round. 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