The Operations Lead will design care support systems, handle support cases, develop SOPs, manage a care team, and ensure exceptional customer experiences as Marble scales its mental health services.
About the Role
What You'll Do
Who You Are
Why Marble
Compensation
Marble is building the infrastructure for teen mental health — connecting students, families, therapists, and schools in a system that actually works. We're looking for an Operations Lead to architect what great care support looks like at scale.
This isn't a role for someone who wants to manage a steady-state function. It's for someone who wants to design one. For the first few months, you'll be close to the work — handling support tickets, learning the nuances of our school partners, families, and therapist network firsthand. Then you'll use that knowledge to build the systems, SOPs, and team that make exceptional CX repeatable. This role is perfect for someone who’s excited to roll up their sleeves and get a crash course in early stage startups, company building, and decision-making in an ambiguous environment.
You'll sit at the intersection of care quality, operations, and product, with a direct line to leadership and a mandate to define what patient and partner support looks like as Marble grows.
Build the foundation (first 3 months)
- Handle support cases across our school partners, families, and therapists, developing deep intuition for where friction lives
- Identify gaps in our current care support model and begin designing the systems to close them
- Partner with leadership to define what "great" looks like across the school success → patient → therapist support loop
Design the function (ongoing)
- Write SOPs that allow contractors and future team members to deliver consistent, high-quality support
- Hire and manage care team as Marble grows
- Own the tracking, reporting, and experimentation infrastructure for CX, for e.g. run structured tests, measure what's working, and share insights across the org
- Set the long-term vision for CX at Marble: what does an AI-augmented, high-leverage support function look like for a mental health company serving teens?
Drive outcomes
- Build the patient retention flywheel — connecting care quality, responsiveness, and engagement to measurable outcomes
- Be the voice of families, schools, and therapists internally, synthesizing what you're hearing into strategic recommendations
You have 5+ years in startup operations, management consulting, or a customer-facing role, with exposure to healthcare or high-growth environments. You're based in New York and can work from our SoHo office 3x every week.
You're someone who:
- Has built or significantly rebuilt a CX, care ops, or customer success function. You know what good infrastructure looks like and how to get there from scratch
- Is a strong systems and operations thinker who writes clear documentation and builds processes others can actually follow
- Is comfortable being close to the work
- Is energized by ambiguity and motivated by the mission — helping kids access mental health care matters to you
🏃 Relentless drive
- Brings exceptional energy and persistence to every stage of the work
- No task too small — willing to do whatever it takes to move things forward
- Takes full ownership of outcomes
🧑🤝🧑 Introspective team player
- Invests in relationships and team morale
- Actively seeks feedback and reflects on how to improve
- Self-aware and open to being wrong
🧭 Operationally excellent
- Clear, logical communicator who can make complexity simple
- High output — you finish what you start and set a pace others want to match
- Direct impact on kids' mental health access — this work is meaningful
- Greenfield opportunity to build a function from the ground up, with leadership support and a clear growth path
- Small, experienced team that moves fast and takes operations seriously
- Competitive compensation, benefits, and equity
Compensation
The base salary range for this role is $120,000 - $140,000, depending on experience. In addition, we offer meaningful equity, medical, dental and vision benefits, as well as unlimited vacation.
Marble Health New York, New York, USA Office
521 Broadway, New York, New York, United States, 10012
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