Business Operations

About the Role

This Business Operations role sits at the center of Fay's three-sided marketplace — payers, providers, and members — and the flywheel that connects clinical quality, payer trust, provider economics, and member retention. It works across Member Experience, Provider Operations & Growth, Clinical Operations, and Payer Operations, flexing toward whichever side of the marketplace needs the most attention at any given time.

This is a strategic, analytical role grounded in operations. You'll own data and insights that drive decision-making, build a strong understanding of supply and demand dynamics across payers, providers, and members, and translate those insights into clear, actionable recommendations. You'll also help build and maintain the operating systems that keep a fast-moving, complex organization aligned and executing effectively.

At Fay, we value people who are adaptable, resourceful, and excited to tackle new challenges as the business evolves. Priorities in this role will shift as the business does — one quarter you might be deep in payer economics, the next focused on provider supply, the next on member retention. We're looking for someone who's energized by that kind of movement, comfortable getting hands-on wherever the highest-impact work is, and eager to apply their skills across the marketplace rather than in a single fixed lane.

What You'll Be Doing

Strategy & Business Analysis

• Partner with team leads across payer, provider, and member functions to generate insights on cohorts, trends, and opportunities to reduce churn and improve retention
• Conduct market and competitive analysis to inform positioning across clinical quality, provider economics, payer relationships, and member experience
• Lead deep-dive analyses on strategic and operational questions and translate findings into clear recommendations and priorities

Growth & Marketplace Dynamics

• Own analysis of supply and demand dynamics across the payer, provider, and member marketplace, helping shift toward a more predictive model
• Support Provider Growth in identifying where to focus onboarding efforts (e.g., geographies, provider profiles)
• Evaluate new initiatives and clarify what is driving impact, and what is not, across any side of the marketplace

Operating Cadence & Performance Management

• Build and maintain the operating cadence across Member Experience, Provider Growth & Operations, Clinical Operations, and Payer Operations
• Own weekly metrics reviews, OKR tracking, and monthly reporting, including dashboards and performance analytics
• Surface risks, identify gaps, and drive accountability across cross-functional initiatives

Cross-Functional Execution

• Partner with Product, Payer Operations, and other internal teams to operationalize new features and ensure real-world needs shape product decisions
• Act as connective tissue across teams by surfacing insights, resolving misalignment, and helping navigate ambiguity

Special Projects & Zero-to-One Builds

• Own early-stage processes, programs, or capabilities without clear ownership, wherever they emerge across the marketplace
• Build, test, and scale new initiatives, then transition them to long-term owners
• Support hiring and org-building as the team scales
• Take on ambiguous, high-priority problems with full ownership

Your Skills and Experience

• 4+ years in business operations, strategy, chief of staff, or similar roles in high-growth startup, tech company, or consulting
• Strong analytical skills with experience working directly with data, dashboards, and reporting (SQL preferred or willingness to learn)
• Proven ability to own metrics and operating cadence in a fast-paced environment
• Strong prioritization and judgment in ambiguous, high-change environments
• Comfortable moving across functions and priorities — able to shift focus between payer, provider, and member workstreams as the business needs
• Experience working across multiple functions and managing cross-functional execution without direct authority
• Excellent communication skills, including writing clear, structured memos and presentations for senior audiences
• Background in healthcare, marketplace, or operations-heavy environments preferred
• Highly organized, detail-oriented, and proactive in identifying problems before raised
• Motivated by outcomes over ownership and effective in collaborative environments
• MBA a plus, but not required

The best companies are made of the best people. We've got ambitious goals with a long road ahead, and we move together. We work hard, stay energized, and make time to celebrate the wins along the way.

See our careers page here to learn more about working on our team.