About

• Business & Performance Management: Lead day-to-day business operations and contribute to performance management, with a focus on setting clear expectations and leveraging KPIs & analytics to assess performance
• Work collaboratively to support scaling operations, enhancing internal processes, and ensuring the consistent delivery of high-quality customer experiences
• Customer Experience Champion: Partner with operations, fulfillment, marketing, and customer care to ensure consistency and excellence across all customer experience touchpoints
• Utilize both quantitative data and qualitative insights to understand customer needs, identify friction points, and implement initiatives that enhance conversion, retention, and overall satisfaction
• Growth Initiatives Support: Partner with the Director of Private Pay to evaluate growth opportunities and manage end-to-end execution of select initiatives
• Work with both internal and external partners to align on objectives and deliver on action plans to achieve business goals
• Innovation & Competitive Intelligence: Contribute to innovation and continuous improvement by identifying relevant market trends, gathering competitive intelligence, and helping develop test-and-learn initiatives
• Partner with the Director of Private Pay and internal teams to turn insights into actionable pilots that drive customer satisfaction and business value
• Cross-Functional Collaboration & Leadership: Collaborate with marketing, IT, operations, data analytics, and customer service teams to deliver high-quality experiences that deliver on customer needs and drive business results
• Act as a key connector across teams to align priorities, timelines, and execution plans; facilitate ongoing engagement touchpoints and help maintain momentum on high-impact projects

• Bachelor's degree
• 5+ years’ experience in product management, brand management, or general management roles — preferably on a high growth, consumer-focused (or DTC) business
• Proven project management experience leading complex, cross-functional initiatives end-to-end
• Experience partnering with customer service, marketing, product, finance, fulfillment and IT teams in a matrixed environment
• Ability to think creatively and critically while executing at both strategic and tactical levels
• Entrepreneurial and hands-on—comfortable wearing many hats, adapting quickly, and driving initiatives forward in a fast-paced environment
• A strategic and analytical thinker with a track record of using data and customer insights to inform recommendations, prioritization and action plans
• Strong business acumen with proficiency in performance analysis and data tools (Excel, Power BI, etc.)
• Detail-oriented with a track record of delivering excellence
• Creative problem solver with a bias towards action and a deep curiosity for solving business challenges and understanding consumer needs.
• Passionate about user experience, with strong instincts for intuitive, customer-centric design and continuous improvement
• A collaborative communicator who builds relationships, influences and aligns multiple stakeholders, and inspires action
• Motivated by purpose, eager to make an impact through work that improves lives

• Familiarity with subscription models, digital commerce platforms, or multi-channel customer engagement
• Experience with agile or sprint-based project management frameworks
• Direct experience in a regulated industry such as healthcare, food

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus