Operations and Strategy Lead

2 weeks ago

Los Angeles, United States CheekyMD Full time

The CheekyMD team united with a vision to ensure everyone has access to the benefits of modern weight loss medication without the inconvenience and discomfort of needle injections and at an affordable price. We specialize in offering an innovative oral form of semaglutide, providing a needle-free solution to ease the weight loss journey.


Our mission is straightforward: to make it pain-free for anyone to achieve their weight loss goals.


Overview

This is our first full-time operations hire, reporting directly to the CEO, with the potential to grow the operations team as needed. In this multidisciplinary role, you will be a leader ensuring smooth operations and customer satisfaction. Responsibilities include overseeing our customer support function, collaborating with product teams to address customer complaints proactively, and working with CheekyMD’s exceptional telehealth and pharmacy partners to fulfill our commitment to customers. This role is perfect for someone who thrives in a dynamic, hands-on environment and enjoys tackling a wide range of operational challenges.


Location: Los Angeles, with some remote flexibility.


Key Responsibilities

This individual will build systems and processes from scratch to: 

  • Ensure on-time and accurate fulfillment. 
  • Educate customers and set clear expectations.
  • Check-in and take necessary actions to ensure customers' successful use of our product trial.
  • Respond promptly and address customer concerns with compassion.
  • Regularly interface with CheekyMD’s partners to mitigate operational issues and identify new opportunities. 


Qualifications

  • Must be detail-oriented and a self-starter. 
  • Proven experience in managing and scaling complex partnerships.
  • Expertise in developing preemptive strategies to mitigate potential customer issues.
  • Skilled at leveraging metrics like CSAT and NPS to drive service improvements.
  • Strong interpersonal skills with the ability to empathize with customers and effectively manage their needs to reduce churn and enhance retention.
  • Experience in a medical or pharmaceutical environment is preferred. 
  • Experience with subscription e-commerce or direct marketing companies is preferred.
  • Bonus points for a proven track record in scaling operations from hundreds to tens of thousands of customers.
  • MBA is a plus.


Compensation and Benefits

  • Salary: $100-120k, commensurate with experience
  • Unlimited Paid Time Off (PTO)
  • Healthcare: Monthly healthcare stipend initially, with the option to transition to medical insurance at a later date 


How to Apply

To apply, please send your resume and a cover letter to recruiting@cheekymd.com with the job title in the subject line.


In your cover letter, please include the following:


  • A discussion of how your experience makes you a strong match for this specific role.
  • An example of a non-obvious task you successfully automated to save significant time, and a brief explanation of how you accomplished it.
  • Your interest in working for a small, but rapidly growing startup.

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