Head of Operations and Customer Success at Stel Life – Philadelphia, Pennsylvania

About Stel Life:

At Stel Life, we're not just at the forefront of HealthIoT innovation; we're actively shaping the future of healthcare. By partnering with leading health systems, we're pioneering a revolution in patient care through our seamless, secure infrastructure. Our mission mirrors the essence of constellations: connecting isolated health data points, like stars, to unveil comprehensive patient stories. Stel Life eliminates the barriers to health data collection—bypassing the need for WiFi, smartphones, or tech literacy—to reveal the narratives hidden within. Like drawing constellations in the night sky, we make it simple to connect the dots of health data, illuminating the path to personalized care.

Trusted by over 15 top health systems and major health device manufacturers (AND, Dexcom, Omron, and more), Stel Life's HealthOS and Connected Care Infrastructure are redefining standards in healthcare technology. Join us, and play a pivotal role in building a mass mesh network for health devices, ultimately powering the Health AI modeling companies of the future.

Role:

As our Head of Operations and Customer Success, you will be responsible for our startup's operational excellence and the champion of our customer's experience. Directly supporting the CEO, you'll act as the voice of the customer, proactively ensuring Stel maintains its status as a frontrunner in healthtech innovation and customer satisfaction.

Key responsibilities:

• Account Management: Elevate our account management to strategic partnerships, identifying growth opportunities and turning challenges into success stories. Your mission is to deepen relationships through regular engagements, customer site visits, personalized solutions, and by acting as a proactive, strategic partner to our clients.
• Customer Operations: Craft compelling customer support materials, including testimonials, case studies, and best practices. You’re responsible for managing the seamless execution of customer support logistics, including communications, contracts, billing, orders, and repairs.
• Product Excellence: Spearhead product testing/QA, championing the continuous improvement of our offerings. Operational Strategy and Efficiency: Streamline operations to support rapid growth and scalability. From optimizing cost management to overseeing the Stel Hub production process, your strategies will drive operational excellence.
• Market Operations and Advocacy: Be our industry advocate, share and promote our customer’s successes, contribute to regulations and market trends, and foster relationships with key vendors to support our mission.

Ideal Candidate:

• A strategic thinker with 2+ years in an operations lead or consultative role, ready to bring visionary leadership to a fast-paced, innovative environment.
• Demonstrates exceptional skill in customer engagement and account management, with a proven track record of nurturing customer relations and fostering significant account growth.
• A hands-on problem solver, quick to understand the intricacies of workflows and health devices. Adept at navigating operational challenges without dependency on engineering.
• A compassionate communicator dedicated to making a tangible impact on health equity and patient experience, capable of translating complex concepts for diverse audiences.
• Deeply loyal and organized, with a forward-thinking mindset and a unique ability to translate the CEO’s vision into effective strategies.

Cultural Fit:

You are a dynamic force, bridging innovation with execution. Your drive for healthtech and improving patient care propels you to seek out and implement effective solutions. With a mindset geared towards positive outcomes and a personality that blends humility with optimism, you're prepared to lead Stel into our next growth phase.

Benefits:

• Remote First. Join a team that's everywhere, uniting the best talent, no matter where they are.
• Stock Options. We encourage an ownership mindset by giving full-time employees the opportunity to share in the success of Stel.
• Medical, Dental, & Vision Insurance. Stel contributes 50% of the medical insurance premium for employees.

The Impact You Will Make:

You'll be the CEO's right hand, directly influencing the evolution of healthtech.

This isn’t just any role; it's a unique opportunity to lead the direction and success of Stel Life and our customers. You'll be at the forefront of enhancing our operational excellence and ensuring our solutions empower health systems to thrive. Your work will lay the foundation for a future where healthcare is more connected, efficient, and patient-focused. If you're driven by the challenge of making healthcare better for all and see yourself as a builder of bridges between customer needs and operational excellence, we'd love to hear from you.