Director, Operations

About the company

Valerie Health is reimagining how independent specialty practices operate by using AI to modernize patient and provider communication interfaces, provide better care, and drive operational efficiencies.

We’re led by founders with deep healthcare and tech experience: Pete Shalek, a repeat founder and operator with two health tech exits (including a $600M acquisition by Optum), and Nitin Joshi, who has helped bootstrap and scale several 0–1 and 1–100 businesses, including Uber Eats, Uber Health, and Bridge ($1.1B acquisition by Stripe).

We’re scaling rapidly, automating tens of thousands of tasks per month just six months after launch and growing 50%+ month-over-month.

We’re backed by General Catalyst, Primary Ventures, BoxGroup, and leading angels, including the founders of One Medical and Oscar.

Join us to build the operational backbone for independent practices and shape the future of modern healthcare.

About the role

Reporting to the Head of Operations, the Director of Operations will launch, build, and lead our primary delivery operations hub outside of San Francisco. This is a rare opportunity to stand up an entire office from the ground up where you will own site leadership, team development, and end-to-end delivery execution for our frontline operations.

Our Operations team is the backbone of our healthcare AI platform, ensuring timely, high-quality care for patients and results for provider practices. This role will oversee a team of frontline Operations Coordinators, individuals who process referrals, manage workflows, and support our AI models through human-in-the-loop verification. You’ll be responsible for hitting key SLAs, driving quality outcomes, and ensuring the team operates with speed, accuracy, and consistency across all workflows. You’ll build the systems, training, and culture to scale with excellence, and partner closely with Product and Engineering to improve automation, efficiency, and customer impact.

The ideal candidate is a hands-on operator who is excited to roll up their sleeves, build a strong and values-driven office culture, coach a growing team, and be a key driver of Valerie’s long-term success. You should be energized by ambiguity, motivated by outcomes, and passionate about delivering exceptional service for our customers.

What You’ll Do

• Drive Operational Excellence: Build and improve day-to-day processes for verifying and routing healthcare documents, powering our AI systems, and supporting patients and practices.

• Own Site Performance: Track and manage team Delivery Ops KPIs (e.g. accuracy, SLAs, cost efficiency), run weekly performance reviews, and ensure the team consistently meets quality standards.

• Launch & Lead a New Site: Stand up our new operations office, build team culture, and set the tone for a high-quality, high-ownership work environment.

• Hire and Manage a Frontline Team: Recruit, onboard, and manage a rapidly growing team of frontline Operations Coordinators.

• Build Training and QA Systems: Develop onboarding, ongoing training, and quality assurance systems to support rapid team growth and workflow expansion.

• Partner Cross-Functionally: Work closely with Product, Engineering, and Customer teams to support launches, escalate bugs, and provide feedback to improve tools and automation.

• Support Product Pilots and New Workflows: Operationalize new automation offerings (e.g. fax automation, AI scheduling, prior auth) and help define workflows from day one.

• Be a Culture Carrier: Build a values-driven, mission-aligned culture that enables the team to thrive and grow together.

About You

Experience:

• 6-10+ years of experience in strategy and/or operations, ideally in healthcare, tech-enabled services, contact centers, or BPO

• 2+ years of experience in high-growth startups and/or consulting, with a demonstrated ability to operate through ambiguity, move quickly, and build from zero

• Experience hiring, developing, and managing large teams (20-50+)

• Experience standing up new offices is a plus

Attributes:

• Builder Mindset: You’re energized by creating something from nothing: systems, playbooks, culture.

• High Standards: You have strong attention to detail and drive your team to deliver high-quality outcomes.

• Hands-On: You lead by example, are comfortable doing the work yourself, and unblock problems quickly.

• Structured Thinker: You use data to drive decisions, diagnose problems, and improve workflows.

• People-First Leader: You inspire and coach others to do their best work.

• Mission-Aligned: You care deeply about improving healthcare and believe in the power of operations to do so.

Compensation & Benefits

• Competitive salary and equity in a fast-growing, venture-backed startup

• Full benefits including medical, dental, vision, 401(k) and PTO

• Opportunity to lead a foundational part of our business