Director - Project Management & Training
About the Role:
This role sits at the intersection of innovation and execution on the Hims & Hers platform, driving implementation of project and product launches across all service lines at Hims & Hers. The Director will manage a team of Care Operations Project Managers, Clinical Trainers, and Customer Support Trainers to ensure that projects and product launches meet deadlines and reflect the needs of various stakeholders, with particular consideration given to the patient experience. This leader will work closely across Telemedicine Operations, Customer Support, Medical Affairs, Growth, Legal, Product, Pharmacy, and R&D. The Director will have a bias for action, be comfortable with new ideas, and know how to navigate a complex healthcare organization to deliver meaningful customer and provider experiences on the Hims & Hers platform.
You Will:
Manage a diverse team of Project Managers, CX Trainers, and Clinical Trainers. In this role, you will prioritize and advise on clinical implementations; build provider and CX training; and sequence project launches across all service lines and provider workflows on the platform.
Deliver timely, impactful training to a diverse set of stakeholders, including physicians, nurse practitioners, nurses, care coaches, customer support agents, etc. within regulatory frameworks.
Build for scale, developing process and stakeholder training that can flex and grow with rapid changes without needing consistent systemic overhauls.
Be a key leader representing Care Operations in product and treatment category launches; guide key conversations and design decisions to promote alignment with the platform’s current or future capabilities, with careful consideration for the impact on business operations and KPIs.
Engage in and influence key strategic initiatives and product launches with attention to detail and the ability to “see around the corners” to continuously improve customer experiences and mitigate operational exposure before they arise.
Balance the needs of providers, customers, and business priorities along with complex regulatory and legal requirements.
Build an incredible, highly engaged culture by cultivating a collaborative, innovative, and continuously improving work environment.
Proactively identify opportunities for business improvement based on quantitative feedback and KPIs.
Own the strategic direction and infrastructure required for delivering world-class training across a rapidly scaling complex marketplace.
You Have:
12+ years of managing complex, multi-faceted project management and training teams in fast-paced environments while consistently hitting or exceeding deadlines.
10+ years of experience hiring, managing, and developing high performing cross-functional teams.
Direct experience partnering with healthcare providers
Strong organizational skills, ownership mentality, and the ability to know when to solve for accuracy vs. precision; a passion for creating both zero-to-one and one-to-one hundred processes with high fidelity; a demonstrated track record of “solving the next biggest problem.”
Ability to work in a highly collaborative environment, multi-task and participate in team-based planning processes.
A desire and track record of doing all of the above in a fully remote environment – ownership, accountability, humility, and humor a must.
Superb written and verbal communication skills; experience presenting to senior, cross-functional, technical and non-technical stakeholders in easily understood formats
Preferred Qualifications:
Bachelors' degree in Business, Operations, Technology or related field, or equivalent work experience
Leadership experience in rapidly scaling consumer tech and/or digital health companies
Our Benefits (there are more but here are some highlights):
Competitive salary & equity compensation for full-time roles
Unlimited PTO, company holidays, and quarterly mental health days
Comprehensive health benefits including medical, dental & vision, and parental leave
Employee Stock Purchase Program (ESPP)
Employee discounts on hims & hers & Apostrophe online products
401k benefits with employer matching contribution
Offsite team retreats
#LI-Remote
