Operations Lead

Sphere Technology; Manila; Remote; PHP 900,000 - 1,800,000; Full time

Job summary

Sphere Health is seeking an Operations Lead in a remote role based in the Philippines. You will own the day-to-day patient experience operations from onboarding through care delivery, coordinating labs, scheduling, pharmacy fulfillment, and escalation handling.

You will drive process improvements, maintain SOPs, and report KPIs weekly. The role requires 5+ years in operations with 2+ years in healthcare, DTC experience, HIPAA familiarity, and availability for US Eastern Time hours.

Qualifications

• 5+ years in operations roles, with at least 2 years in healthcare operations.
• Direct-to-consumer (DTC) operations experience in a consumer subscription or e-commerce business.
• Working knowledge of HIPAA and handling of protected health information.
• Strong process instincts and documentation discipline; build SOPs by default.
• Fluent written and spoken English; comfortable with US-based partners.
• Proficient with spreadsheets and project/knowledge tooling.
• Able to work US Eastern Time hours consistently.

Responsibilities

• Own operational workflows across the patient journey: onboarding, lab fulfillment, clinical visit scheduling, prescription fulfillment tracking, and renewals.
• Monitor daily operations dashboards and queues; identify stuck orders, missed handoffs, and SLA breaches, and drive resolution.
• Coordinate with external diagnostic, clinical, and pharmacy partners on order status and escalations.
• Build and maintain SOPs, runbooks, and escalation paths; document processes for longevity.
• Track and report operational KPIs to leadership weekly.
• Manage critical results and urgent escalation workflows with precision for timely clinical review.
• Partner with Customer Support Lead to keep patient communications and back-office ops in sync.
• Support launch readiness testing and own post-launch operational stability and continuous improvement.

Skills

Operations leadership

Healthcare operations

DTC operations

HIPAA knowledge

SOP/documentation

English fluency

US Eastern Time hours

Process optimization

Tools

Notion

Slack

Job description

About SPHERE HEALTH

SPHERE HEALTH is an evidence-based virtual care platform for women, delivering care through board-certified OB-GYNs across hormonal, metabolic, and reproductive health. We combine clinician-led care, the segment-curated lab panel, and ongoing treatment support in a single digital experience. SPHERE HEALTH is the technology platform; all clinical decisions are made by the treating board-certified OB-GYNs. We are launching in August 2026 and building our founding Philippines-based team now.

The Role

The Operations Lead owns the day-to-day machinery behind the patient experience. You will coordinate the moving parts that sit between a patient signing up and a patient receiving care: lab orders and results workflows, pharmacy fulfillment tracking, clinical scheduling operations, vendor coordination, and escalation management. You will be the person who notices when something is stuck, finds out why, and fixes the process so it does not happen again. This is a hands-on role reporting directly to the founding team, with significant ownership from day one as we launch and scale.

What You Will Do

• Own operational workflows across the patient journey: onboarding, lab fulfillment, clinical visit scheduling, prescription fulfillment tracking, and renewals.
• Monitor daily operations dashboards and queues; identify stuck orders, missed handoffs, and SLA breaches, and drive them to resolution.
• Coordinate with external diagnostic, clinical, and pharmacy partners on order status, exceptions, and escalations.
• Build and maintain SOPs, runbooks, and escalation paths; document everything so processes survive beyond any one person.
• Track and report operational KPIs (turnaround times, fulfillment rates, escalation volume, first-pass yield) to leadership weekly.
• Manage critical results and urgent escalation workflows with precision, ensuring clinical items reach the treating board-certified OB-GYNs promptly and are documented end to end.
• Partner with the Customer Support Lead so patient-facing communication and back-office operations stay in sync.
• Support launch readiness testing, then own post-launch operational stability and continuous improvement.

What You Bring

• 5+ years in operations roles, with at least 2 years in healthcare operations (telehealth, digital health, clinics, diagnostics, or pharmacy) required.
• Direct-to-consumer (DTC) experience required: you have run operations for a consumer subscription or e-commerce business and understand fulfillment, churn-sensitive service levels, and consumer expectations.
• Working knowledge of HIPAA and handling of protected health information; you treat patient data with discipline.
• Strong process instincts: you build SOPs by default and are rigorous about documentation and follow-through.
• Fluent written and spoken English; confident communicating with US-based partners and vendors.
• Comfortable in modern tooling: spreadsheets at an advanced level, plus project and knowledge tools such as Notion and Slack.
• Able to work US Eastern Time hours consistently.

Nice to Have

• Experience at a telehealth or digital health startup during a product launch.
• Exposure to women's health, lab diagnostics logistics, or pharmacy fulfillment.
• Experience managing or mentoring junior operations staff.

Details

Remote, based in the Philippines.

Schedule aligned to United States Eastern Time business hours, with flexibility during launch periods.

Full-time, direct hire on SPHERE HEALTH payroll.