Senior Manager, Strategic Operations

About the job

Location: New York, NY (hybrid, 4 days/week in office)

Reports to: VP, Operations

Compensation: Starting at $140K, + meaningful equity

About Givers:

At Givers, we believe in a future where family members can sustainably care for one another.

Across the United States, millions of people provide care for loved ones, often without training, support, or financial stability.
 

Through Medicaid programs, Givers enrolls, supports, and pays family caregivers while building the tools, coaching, and systems that make care sustainable. Our work focuses on strengthening caregiver capability and reducing burden over time through proactive support, consistent coaching, and thoughtfully designed care systems.

Position Overview:

As Givers grows across markets, the complexity of our operations grows with it. More states bring different regulatory requirements. More caregivers bring diverse needs and support patterns. More staff introduces workforce planning and utilization challenges. More product capabilities reshape how frontline teams work.
 

To scale responsibly, our operations must continue evolving toward a more system-driven operating platform. The Senior Manager, Strategic Operations plays a central role in building that platform. In practice, this means designing the systems that allow Givers to scale while improving caregiver outcomes, staff experience, and operational performance.
 

This role owns the architecture and evolution of the operational system at Givers. You will design the models, metrics, and operational frameworks that help the organization understand how it works today and how it must evolve as we grow. Your work will translate company priorities and our overall operating strategy into operational systems, pilots, and improvements that strengthen caregiver outcomes, staff experience, regulatory integrity, and cost structure. Just as importantly, your work should make life easier for the frontline team members closest to our caregivers, reducing friction, clarifying priorities, and enabling better decisions across the organization.
 

You will work closely with the VP of Operations and partner with peers in Service Delivery, Product, Administration, and Growth to ensure that operational decisions are deliberate, measurable, and scalable. You will also help the organization anticipate operational needs months ahead, identifying capacity constraints, regulatory shifts, workflow bottlenecks, and system design gaps before they become operational problems.

Responsibilities
 

Build the operational intelligence layer

• Define and maintain core KPIs across volume, utilization, quality, compliance, and caregiver outcomes
• Design dashboards and reporting systems that replace manual reporting and surface meaningful operational signals
• Translate operational data into structured insights and improvement hypotheses

• Ensure leadership has clear visibility into operational performance, trends, and emerging risks

   

Develop workforce and capacity models

• Build and maintain staffing models tied to caregiver census, regulatory requirements, administrative burden, and care touchpoints
• Forecast workforce needs across a 3–12 month horizon
• Define capacity thresholds that signal operational risk
• Model how changes in productivity, requirements, or census growth impact staffing and cost structure

Translate regulatory and market requirements into operations

• Analyze new market programs and regulatory frameworks
• Translate program requirements into operational implications across staffing, documentation, QA, billing workflows, and tooling
• Ensure operational readiness artifacts are created before market launches
• Partner with leadership to assess the feasibility and operational impact of expansion decisions

Design and run operational improvement experiments

• Translate outcome signals into testable operational hypotheses
• Design structured pilots that evaluate changes to workflows, staffing, or tooling
• Define success metrics across caregiver outcomes, staff workload, compliance, and margin
• Evaluate results and determine whether to scale, revise, or retire initiatives

Reduce operational friction and improve system design

• Identify recurring operational bottlenecks and sources of administrative burden
• Quantify operational friction through both data and direct observation of frontline workflows
• Partner with Product and Service Delivery to redesign workflows and systems
• Ensure improvements reduce workload and confusion rather than shifting burden elsewhere

Lead cross-functional operational initiatives

• Scope and lead complex operational initiatives across Service Delivery, Administration, Product, and Growth
• Ensure initiatives have clear priorities, ownership, timelines, and measurable outcomes
• Sequence changes so frontline teams can absorb them without destabilizing service delivery
• Measure initiative impact after launch and refine as needed

Build the strategic operations capability over time

• Establish disciplined approaches to modeling, experimentation, and operational design
• Over time, build and lead a small, high-leverage team focused on operational analytics and system improvement
• Develop analytical rigor and operational judgment in future team members

Requirements

We’re looking for an operator who combines systems thinking, analytical rigor, and practical operational judgment. This role sits at the intersection of operational design, analysis, and execution. Success requires someone who can model complexity, design scalable systems, and work closely with frontline teams to ensure operational improvements actually work in practice.

Experience in tech-enabled care delivery

• 7–10+ years operating in strategic/business operation roles within tech-enabled care delivery organizations, healthcare startups, or complex service operations
• Experience in Medicaid, value-based care, or other regulated healthcare environments strongly preferred
• Experience working in organizations where technology, workflows, and frontline service teams are tightly integrated
• Experience operating in high-growth environments where systems were still being built and refined

Operating model design and systems thinking

• Experience designing or materially improving service operating models
• Ability to think in workflows, dependencies, and feedback loops
• Understands how staffing models, compliance requirements, tooling, and care delivery interact
• Anticipates second-order effects of growth and operational change
• Designs solutions that create durable leverage, not short-term fixes

Analytical modeling and operational forecasting

• Strong experience building KPI systems, operational dashboards, capacity models, workforce forecasts, and ad-hoc performance analyses
• Comfortable modeling how changes in census, regulatory requirements, or productivity affect staffing and cost structure
• Ability to translate ambiguous operational questions into structured analysis
• Comfortable working directly with operational data, including SQL, spreadsheets, and BI tools to investigate performance trends and operational signals
• Strong understanding of unit economics, cost-to-serve, and operational performance drivers

Regulatory translation and operational design

• Comfortable analyzing program requirements, regulatory documentation, and policy guidance
• Able to translate regulatory language into operational workflows, staffing implications, and compliance frameworks
• Able to identify structural operational risks before launch or scale-up

Cross-functional execution leadership

• Experience leading complex initiatives across operations, product, administration, and growth teams
• Able to influence teams without formal authority
• Comfortable surfacing tradeoffs clearly and pushing toward decisions when priorities conflict
• Communicates effectively with both frontline operators and senior leaders

Human judgment and frontline instinct

• Demonstrated habit of spending time with frontline teams to understand how systems and workflows function in practice
• Track record of translating qualitative frontline feedback into operational improvements
• Strong instinct for how operational decisions affect workload, clarity, and team sustainability
• Ability to pressure-test analytical conclusions against real-world operational experience

Operational Mindset

• Comfortable building structure in organizations where systems are still emerging
• Makes disciplined decisions without perfect data
• Iterates quickly based on operational signal and structured experimentation
• Sequences change carefully so teams can absorb improvements without destabilizing service delivery
• Maintains humility about what dashboards can and cannot reveal

Givers Values

• Impact Over Flash: We chase outcomes, not shiny objects. We focus on what truly moves the needle for caregivers and families, not what looks impressive from the outside. Substance beats spectacle, every time.
• Family-Grade Pride: We take pride in our work as if our own loved ones were the ones counting on it. We operate with care, integrity, and accountability.
• Play the Long Game: We build and operate for the future. We invest in strong fundamentals, solve problems to their core, make decisions that compound, and think in decades, not quarters. Sustainability beats shortcuts.
• Entrepreneurship, Every Day: We are owners. We embrace ambiguity by working from first principles and focus on speed to learnings through small bets, tight loops, quick iteration, and consistent calibration.
• Win Together: We always look for win-wins. We put mission above ego, collaborate intensely, and find common ground. We celebrate each other and never let the joy of this journey get lost behind the pursuit of a destination.

Equal Opportunity Statement

Givers is an equal opportunity employer, and we encourage candidates from all backgrounds to apply.