Head of Operations & Customer Success

Stealth Startup; San Francisco (CA); On-site; USD 200,000 - 260,000; Full time

Job summary

Formula Health is seeking a hands-on leader to own everything after deal-close: onboarding clinics, growing usage, and solving operational challenges to scale the business. You’ll build systems, processes, and eventually the team, shaping the function from the ground up while expanding leadership scope with the founders.

You’ll directly partner with cofounders, owning activation, customer success, revenue metrics, and pharmacy operations, with a clear path to scaling across clinics and

Qualifications

• 6–10 years in operations, customer success, BizOps/strategy or similar at high-growth tech companies.
• Experience building from scratch and taking initiatives.
• Comfort in digging into issues, owning remediation and optimizing processes.

Responsibilities

• Onboarding & activation: Move customers from signed to live, scaling clinics.
• Customer success: Own post-launch relationships, adoption, retention, and team-building.
• Revenue & usage: Own metrics from first order to ongoing prescribing volume.
• Day-to-day operations: Own orders, fulfillment, pharmacies, and prescribers; prevent reoccurrence.
• Product & process: Partner with engineering to convert manual work into product and better workflows.
• Pharmacy operations: Build processes to integrate with pharmacies and grow network.
• Build the function: Determine what to automate, where to improve, and hire/lead the team.

Skills

Ops leadership

Customer success

BizOps/Strategy

Implementation

High-growth tech

Job description

Compensation: Starts at $200K / year + equity

Employment Type: Full-time

About Formula Health

Formula Health is building the prescribing and fulfillment infrastructure for modern healthcare practices and compounding pharmacies. Our platform brings prescribing, pharmacy sourcing and routing, fulfillment, billing, refills, and the patient experience into one place - removing the operational overhead that comes with offering compounded medications and personalized treatments.

Today, we support practices across weight management, longevity, functional medicine, primary care, dermatology, fertility, and other areas of personalized medicine.

Why now?

Formula sits at the intersection of two major shifts in healthcare: emerging regulatory tailwinds around peptides and AI making it possible to rethink legacy pharmacy infrastructure from the ground up. What was previously too cumbersome and slow to replace can now be rebuilt into a dramatically better product for pharmacies and providers.

Our founders have seen this movie before. Aash was an early employee at Eucalyptus and Bryce at Virta Health, where they helped scale two healthcare unicorns. Formula is backed by Bling Capital and experienced operators and angels including Gokul Rajaram.

The Role

You’ll work directly with the cofounders to own everything after the deal is signed: getting clinics live, growing their usage, solving the operational problems that get in their way, and building the systems that allow Formula to scale.

We’re looking for a hands‑on leader who wants to build - someone excited to personally own and execute across the most critical parts of the function today, while building the systems, processes, and eventually the team to scale it. You’ll have the opportunity to shape the function from the ground up and grow your leadership scope alongside the business.

What you’ll own

• Onboarding & activation: Get customers from signed to live to steady prescribing volume, and build a process that works as we grow from tens of clinics to hundreds.
• Customer success: Own the customer relationship after launch, from adoption and retention to helping clinics get more out of the platform. Start hands‑on, then build the team around you.
• Revenue & usage: We're usage‑based, so clinics only generate revenue when they place orders. Own the metrics that drive that, from time to first order to ongoing prescribing volume, and use them to decide where to focus across onboarding, activation, and customer success.
• Day‑to‑day operations: Own the issues that come up across orders, fulfillment, pharmacies, and prescribers. Fix what’s in front of you, then figure out how to keep it from happening again.
• Product & process: Work closely with engineering to turn manual work into product and recurring customer pain points into better workflows and features.
• Pharmacy operations: Help us build the processes to integrate efficiently with pharmacies and exponentially grow our pharmacy network
• Build the function: As we grow, figure out what we automate, where we need better process, and where we need people. Then hire and lead the team.

Where the role goes

You're start hands‑on. For the first few months, you'll be the one onboarding clinics, working through issues with pharmacies, and figuring out what should become a process, product, or a hire.

As the business grows, we expect your scope to grow with it. That likely starts with a CS hire, then expands to include ops generalists and our pharmacy partnerships team. If things go the way we hope, within a year or so you'd be leading a team across customer success, operations, and pharmacy, with a real say in how Formula scales.

We can't promise exactly how or when that happens– that depends on the business, and on you–but the scope is there for someone who wants to build it, and you'll be doing it alongside founders who have built and scaled $1B+ healthcare companies before.

Who You Are

• 6-10 years of experience across operations, customer success, BizOps/strategy, implementation, or similar roles at high‑growth technology companies.
• You’ve worked in an early‑stage company before and have experience building things from scratch.
• You’re comfortable getting into the weeds. You can handle a frustrated customer, dig into why something broke, and work with the team to fix it.
• You’re a first‑principles problem solver with strong judgment and common sense. You can take an ambiguous problem, break it down, and figure out what actually needs to happen.
• You understand the commercial side of the job and how activation, retention, and expansion ultimately drive growth.
• You’re direct, analytical, detail‑oriented, and move quickly.
• Healthcare / healthtech experience is strongly preferred, especially in clinical, pharmacy, or healthcare operations.
• Experience building a team or a background in consulting / strategy & operations is a plus.