Growth Manager (AI Health-Tech / Clinical Trials) at Massive Bio – Medellín, Antioquia

About Massive BioEvery cancer patient deserves access to treatment options. Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials by eliminating the barriers of geography, financial constraints, and information asymmetry that have historically limited enrollment.

Founded in 2015 and headquartered in the U.S., Massive Bio is scaling its impact globally by powering operations across multiple countries and bringing innovative cancer treatment options to a rapidly growing and diverse population of patients. Through our proprietary AI platform, we connect individuals to clinical trials worldwide and partner with leading pharmaceutical companies, contract research organizations (CROs), and healthcare systems to accelerate drug development and expand equitable access to cutting-edge therapies.

About the RoleWe are looking for an experienced operations leader to manage and improve a critical customer-facing function end-to-end. This role will focus on team leadership, quality assurance, process optimization, and performance measurement.

The ideal candidate is a hands-on, process-driven operator who can build structure, coach teams in real time, and create scalable standards in a growing environment.

What You'll DoLead team coaching, quality assurance, and day-to-day performance management

Develop scorecards, feedback loops, and coaching frameworks that improve team performance and consistency

Build and maintain SOPs, scripts, workflows, and best practice documentation

Establish and track KPIs such as SLAs, response times, schedule adherence, and quality metrics

Create dashboards and reporting systems to monitor team performance and operational health

Identify workflow bottlenecks, test improvements, and measure the impact of changes

Manage action items, follow-ups, and accountability structures to ensure timely resolution

Partner with cross-functional teams to support smooth handoffs and well-coordinated workflows

Maintain data accuracy across systems and provide clear reporting to leadership

Support hiring, onboarding, and development of team members while fostering a culture of accountability and continuous improvement

Who You Are5–10 years of experience in operations, team leadership, customer service, or a related function

Proven experience building or improving quality assurance, coaching, or performance management processes

Strong track record of managing operational targets, including response times, quality metrics, schedule adherence, and customer satisfaction

Comfortable using Excel, reporting tools, and CRM or operational systems to monitor and improve performance

Strong written and verbal English communication skills, with the ability to communicate clearly across teams and with leadership

Hands-on and comfortable staying close to the work, not just managing from a distance

Process-oriented, organized, and able to build structure in a fast-changing environment

Data-driven, with sound judgment and the ability to balance speed, quality, and operational consistency

Collaborative and effective in cross-functional settings

Nice to HaveExperience in healthcare, customer success, or another high-trust service environment

Experience managing remote or distributed teams across time zones

Familiarity with customer intake, call center, or customer experience operations