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The Opportunity: Join the team transforming how millions of people access musculoskeletal (MSK) care by leading the "Human Engine" of our Support Operations. As we bifurcate our operations into specialized Digital and Service Delivery functions, you will own the Service Delivery mandate: ensuring the empathy, complex resolution, and operational excellence of our human support teams. This is not a "maintain the status quo" role; we need a Builder and Fixer. You will inherit a high-performing team and be tasked with leveling up our operational rigor—repairing feedback loops with QA and L&D, shifting our culture from "monitoring dashboards" to "decision-making based on data," and grooming the next generation of leadership. You will be the architect of a support organization that scales with our rapid growth while maintaining the human touch that defines our member experience.

What You'll Accomplish:

• In your first 3 months: You will conduct a deep-dive assessment of the "Current State" across Member Support, Tech Support, and Internal Tools, building trust with your direct reports (level 1 and 2 managers) and establishing yourself as the primary owner of the "Human Workforce."
• In your first 6 months: You will overhaul the feedback loops between Service Delivery and our enabling partners (QA, L&D, and Digital Enablement), ensuring that actionable data is used to drive quality and CSAT improvements rather than just reporting on them.
• In your first year:
• You will successfully groom your more ‘seasoned’ managers toward "Manager of Managers" readiness, moving them beyond day-to-day firefighting into strategic operational leadership.
• You will drive operational intelligence, shifting the team's operating cadence from reactive ticket management to proactive, AI/data-backed decision-making that will significantly improve operational efficiency and the Member experience.
• You will guide your ‘newer’ managers to move beyond task management to true performance coaching, preparing our support specialists for a future where they handle high-complexity, high-empathy interactions that AI cannot resolve.

Who You Are:

• A "Builder/Fixer": You thrive in environments where the playbook is being rewritten. You don't just execute existing processes; you identify "broken plumbing" (inefficient workflows, poor data loops) and ruthlessly fix it. You excel in the “Hustle” principle.
• A Talent Developer: You embody our "Lead at all Levels" principle. You have a proven track record of developing managers, not just individual contributors, and you measure your success by the growth of your team.
• Data-Driven Strategist: You don't just read dashboards; you interpret them. You connect operational metrics (AHT, CSAT, Resolution Rate) to the broader business strategy and explain why trends are happening and propose necessary changes for improvement. This demonstrates the "Accountability" principle for not only your organization but the broader company.
• Resilient & Adaptive: You are comfortable navigating ambiguity and can offer clear direction to your team even when the path forward isn't fully defined embodying the “Effective Communication” principle.

Basic Requirements:

• 7+ years of experience in Support Operations, Service Delivery, or Customer Experience in a high-growth technology or healthcare environment.
• 3+ years of people management experience, specifically managing other managers (M2/M3 level) or leading large, multi-tiered teams.
• Proven "Turnaround" Experience: Demonstrated success in diagnosing operational inefficiencies and implementing process improvements that resulted in measurable gains in Quality, CSAT, or Efficiency.
• Operational Rigor: Strong command of support metrics and the ability to partner with QA and L&D to drive performance improvement.

Preferred Requirements:

• Healthcare Background: Experience navigating the complexities of healthcare support, including HIPAA compliance and clinical escalation workflows.
• Vendor Management: Experience managing BPO relationships or hybrid onshore/offshore teams to ensure consistent service delivery.
• System Savvy: Familiarity with modern support stacks (Zendesk, Salesforce, etc.) and an understanding of how to partner with Digital/AI teams to automate low-value work.

About Hinge Health At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care. As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore.

What You'll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development

Culture & Engagement Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter. By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.

Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com.

Compensation Range: $153.6K - $230.4K