Operations Lead

Opencall; New York (NY); Sur place; USD 130 000 - 190 000; Plein temps

Résumé du poste

OpenCall is seeking an experienced Operations professional to enhance customer deployments and internal processes in New York City. In this full-time role, you will work directly with the founding team to implement improved operational systems and customer tracking.

The ideal candidate will have over 4 years of experience, possess strong organizational skills, and be comfortable working in a fast-paced startup environment. Competitive compensation of $130K–$190K, plus equity, is offered.

Qualifications

• 4+ years of experience in startup operations, consulting, or similar roles.
• Experience in high-growth, low-process environments.
• Ability to write clear executive-quality materials.

Responsabilités

• Manage customer operations and build systems for tracking customer statuses.
• Run weekly operating rhythms and support processes.
• Identify and implement AI-enabled automation in workflows.

Connaissances

Organization

Problem-solving

Strong judgment

Experience with AI tools

Cross-functional collaboration

Outils

Spreadsheets

Dashboards

Automation tools

Description du poste

About OpenCall

OpenCall builds AI phone agents for healthcare. We help medical groups automate the front desk: bookings, routing, reactivation, and operational follow-up across calls and texts.

Healthcare practices are drowning in phone volume, staffing shortages, missed calls, inconsistent workflows, and manual admin work. OpenCall gives them a 24/7 AI operator that actually understands their scheduling rules, specialties, providers, locations, escalation paths, and patient workflows.

We are growing fast, selling into multi-location healthcare groups, and need help scaling customer deployments, internal operations, and execution systems at much higher speed. The bottleneck is no longer demand. It is operational leverage.

That is where this role comes in.

About the Role

This is a high-ownership operations role working directly with the founding team. You will help turn signed customers into successful deployments, messy internal processes into repeatable systems, and scattered execution into clear operating rhythm.

This is not a back-office coordinator role. It is an operator role. You will own the practical machinery that makes the company run better: implementation tracking, customer handoffs, internal workflows, metrics, reporting, support processes, and AI-enabled automation.

The right person is organized without being bureaucratic, intense without creating chaos, and practical enough to solve the actual problem instead of just making a prettier tracker.

What You’ll Own

Customer operations: Build systems for customer status, open issues, follow-ups, health signals, escalations, feedback loops, and expansion readiness.

Internal operating cadence: Run weekly operating rhythms across implementation, support, sales handoffs, customer success, and leadership priorities.

Process design: Turn repeated founder or team workflows into lightweight, scalable systems. Examples include onboarding checklists, deployment trackers, escalation paths, customer health dashboards, support triage processes, and handoff templates.

Implementation operations: Help drive enterprise customer rollouts from signed contract to live deployment. Track owners, blockers, timelines, SOPs, customer requirements, and launch readiness across multiple accounts.

AI-enabled automation: Identify manual work across the company and turn it into AI-native workflows using tools like Claude, Zapier, Linear, HubSpot, Slack, and internal scripts.

Metrics and reporting: Build the reporting layer that tells us what is actually happening across deployment speed, customer health, usage, support volume, implementation blockers, and internal throughput.

Sales-to-implementation handoffs: Make sure deal context, pricing, workflow scope, promised functionality, timelines, and customer expectations transfer cleanly from sales into deployment.

Support and QA operations: Help create better systems for tracking issues, understanding failure modes, prioritizing fixes, and closing the loop with customers and internal teams.

Special projects: Own messy operational problems where there is no clear owner yet. Examples: improving deployment speed, building a customer health system, cleaning up implementation data, standing up a new reporting process, or creating a better procurement package.

Who You Are

You are extremely organized, but not rigid.

You can take a vague problem like “implementation is too slow” and turn it into the right metrics, owners, meetings, process changes, and follow-through.

You are comfortable with spreadsheets, dashboards, workflows, automations, and lightweight scripting.

You are not intimidated by healthcare complexity, enterprise customers, messy data, or incomplete information.

You can work across founders, engineers, sales, implementation, support, and customers without creating confusion.

You do not need clean swim lanes.

You are willing to do unglamorous work if it is the highest-leverage thing.

You have strong judgment about when to move fast, when to escalate, and when to slow down because a detail matters.

You are AI-native and actively use modern tools to produce more output than a normal operator.

What Great Looks Like

Within your first 30 days, you understand OpenCall’s major customers, implementation process, sales-to-deployment handoffs, support workflows, internal bottlenecks, and operating rhythm.

Within 60 days, you have improved follow-through across implementation and customer operations, taken ownership of recurring operating processes, and shipped several internal systems or automations that save real time.

Within 90 days, you are independently owning major operational initiatives, accelerating customer deployment, reducing founder drag, and making the company feel meaningfully more organized without slowing it down.

You Might Be a Fit If

You have 4+ years of experience in startup operations, BizOps, strategy, implementation, customer operations, product operations, consulting, banking, private equity, or founder-facing roles.

You have worked in a high-growth, low-process environment before.

You have owned messy cross-functional projects where the answer was not obvious at the start.

You can write clearly and produce executive-quality internal or customer-facing material quickly.

You have strong judgment about when to move fast, when to escalate, and when to slow down because a detail matters.

Healthcare, SaaS, AI, implementation, or customer operations experience is helpful, but not required.

Homebase

In-person: New York City

We move faster when the people building the company are in the room.

Role Details

Role: Operations

Job type: Full-time

Experience: 3+ years

Location: New York, NY

Remote: No

Compensation: $130K–$190K salary, plus equity

Equity: 0.10%–0.30%

Visa: US citizen / visa only