Head of Business Operations - Remote

Fuze Health Inc.; Boston (MA); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Dental

Vision

401(k) retirement savings plan

Life insurance

AD&D insurance

FSA

HSA

Commuter benefits

STD/LTD insurance

Parental leave

Caregiver leave

Vacation and holidays

Job summary

Fuze Health is seeking a Manager, Operations Enablement & Capabilities to lead cross-functional teams in optimizing pharmacy operations and technology solutions. You will drive process improvements across operations, clinical, product, technology and customer-facing groups while ensuring scalability and compliance.

Ideal candidates bring 7+ years in operations with healthcare or digital pharmacy experience, strong leadership, Salesforce CRM expertise, and a track record of deploying continuous

Qualifications

• 7+ years in operations management, preferably in healthcare or digital pharmacy.
• 3+ years experience managing a team.
• Lean / Six Sigma leadership with training and deployment.
• Strong background in Salesforce, CRM optimization, and contact center technology.
• Strong analytical skills with KPI and dashboard management.
• Excellent communication with cross-functional influence.
• Proven ability to translate complex ops challenges into actionable plans.

Responsibilities

• Analyze customer feedback, performance metrics and data insights to improve UX, satisfaction, efficiency.
• Identify, prioritize, build, and optimize workflows, automation, dashboards, reporting.
• Scope and manage projects, resource allocation, and deliverables using continuous improvement methodology.
• Collaborate with IT, product, growth, data, engineering, compliance, customer service to enhance pharmacy technology.
• Provide leadership, guidance, feedback, development, and performance management.

Skills

Leadership

CRM optimization

Analytics & KPIs

Cross-functional collaboration

Communication

Project management

Tools

Salesforce CRM

Contact center technology

Job description

At Fuze Health, we put patients first and tirelessly address the most pressing needs in healthcare. We empower millions to digitally connect with care providers, essential health resources and needed treatments - and enable care providers, employers, health plans and life sciences companies to meaningfully enhance quality, outcomes and value. We are dedicated to helping our partners evolve and modernize to meet emerging patient and marketplace needs.

Fuze Health's foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors. The Manager, Operations Enablement & Capabilities is responsible for delivering and managing process and digital pharmacy solutions to enhance accessibility, operational efficiency, and customer engagement. This role works across operations, clinical, product management, technology and customer-facing teams to define, develop, standardize and optimize processes and supporting technology.

You and your team will effectively collaborate cross-functionally to understand, document, and translate complex business needs and technical requirements, effectively manage projects, and astutely identify and facilitate workforce change management needed to successfully implement new processes and technology enhancements.

You will bring leadership and excellent communication and interpersonal skills to effectively manage all stakeholders in a dynamic and often ambiguous environment. You will lead initiatives to optimize operations while ensuring compliance to provide a platform for future company growth. You will lead and develop an engaged team, cultivating a high performance environment rooted in continuous improvement.

The ideal candidate will have a strong background in process improvement, pharmacy operations, virtual pharmacy, CRM optimization, contact center technology and other healthcare technology solutions.

Responsibilities

• Analyze customer feedback, operational performance metrics and data insights to enhance the user experience, satisfaction, operational efficiency and turnaround time
• Identify, prioritize, build, and optimize workflows, automation, dashboards, and reporting to enhance operations and customer experience
• Effectively scope and manage projects, resource allocation, and deliverables, applying continuous improvement methodology
• Work with cross-functional teams (IT, product development, growth, data, engineering, compliance, customer service) to guide and direct enhancements and administration of pharmacy technology and capabilities including mobile apps, web portals, and chatbots
• Ensure team excellence by providing leadership, guidance, feedback, development opportunities and performance management.

Qualifications

• 7+ years in operations management, preferably in healthcare or digital pharmacy
• ~3+ years experience in effectively managing a team
• ~ Proven leadership in continuous improvement (Lean/Six Sigma) methodologies, training, and deployment
• ~ Strong technical background in Salesforce, CRM optimization, and contact center technology
• ~ Strong analytical skills and ability to create and manage KPIs and dashboards
• ~ Excellent communication skills with the ability to influence cross-functional teams (IT, Product, Compliance)
• ~ Demonstrated problem-solving ability to turn complex operational challenges into actionable project plans

Physical Requirements

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds. Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health's policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Compensation

Annual Incentive Bonus Eligible: No

Travel & Work Arrangement

Travel: No - Required up to 0% of the time

Benefits

• dental
• vision
• multiple group medical plans to choose from
• a 401(k) retirement savings plan
• group life insurance
• accidental death and dismemberment (AD&D) insurance
• flexible spending account (FSA)
• health savings account (HSA)
• commuter benefits
• employer-paid short-term (STD) and long-term disability (LTD) insurance
• spouse life insurance
• legal insurance
• an employee assistance program
• home health testing kits
• fertility medication discount program
• flexible vacation time
• accrued paid sick time
• 10 paid holidays
• 2 floating holidays for full time non-exempt employees
• eight weeks of paid parental leave for eligible employees
• additional paid weeks for the birthing parent
• 4 weeks paid caregiver leave
• Lifestyle Spending Account allowance each month

All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis.

If you have a disability and require reasonable accommodation during any portion of the application or hiring process, we are an E-Verify participating company.