1. Twentyeight Health

Twentyeight Health (www.twentyeighthealth.com) is a mission-driven women's health platform that provides telemedicine, medication delivery and care coordination in Spanish and English. Our vision is to address health equity by providing high quality, convenient and affordable women’s health services designed to be inclusive of underserved communities.

Today, we are active in 43 states, and have exciting growth plans. We are rapidly expanding our offerings, and we are backed by some of the best healthcare & consumer investors pioneering digital health including Third Prime, Town Hall Ventures, SteelSky Ventures, RH Capital, Seae Ventures and GingerBread Capital, and more.

You’ll be joining a dynamic, supportive and mission-driven environment. We are a team of doctors, public health experts, designers, engineers and builders across the US committed to changing the face of healthcare, particularly for underserved communities.

At Twentyeight Health, we value a diverse workplace and strongly encourage women, BIPOC, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We are committed to fostering a culture of mutual respect, diversity and inclusion for our employees and customers alike and we can’t wait for you to be a part of it.

2. Role

We are seeking an experienced and dynamic senior leader to spearhead our Customer Experience and Operations team. This is a unique opportunity for a mission-driven professional to drive exceptional customer experiences and operational excellence, positioning the organization for scalable growth.

Reporting to the COO, you will oversee Customer Experience & Operations, Clinical Operations, and Pharmacy Operations. The ideal candidate has a proven track record of leading high-performing teams in customer service, customer retention, clinical operations, and pharmacy operations, with a strong focus on delivering outstanding customer experiences and driving operational success. This role offers the opportunity to lead the Customer Experience & Operations department while the current Head of CX & Operations is on parental leave. Following their return, this position will evolve within the organization, providing continued opportunities to contribute to our mission and growth.

3. Manager

You will report directly to our COO, Mara Castro.

4. Responsibilities

• Lead Customer Experience & Operations department while Head of Customer Experience & Operations is on parental leave in Q1/Q2 2025, with the expectation of the position evolving within the organization following their return
• Ensure CX & Ops teams are delivering best-in-class experiences
• Lead 4 key functions to achieve departmental KPIs and set up department for growth
  
  • Customer Experience (call-center)
  • Customer Operations
  • Clinical Operations
  • Pharmacy Operations
• Lead 3-4 high performing functional leaders
• Use analytical skills to continuously propose solutions to improve
• Work cross functionally with tech, marketing, biz dev and special projects to enable scalable solutions
• Lead by example, fostering a customer and mission-centric culture while implementing best practices to deliver outstanding customer experience and operations strategies as we scale

5. Requirements

We are looking for exceptional candidates who have:

• Proven track-record of 10+ years in customer experience and operations in SaaS companies (healthcare in an e-commerce and/or telemedicine setting is preferred)
• Extensive leadership experience managing customer operations, customer service, customer retention, clinical operations and pharmacy operations teams, with a focus on customer service and operations
• Strong experience working cross functionally with operations, marketing and tech teams to drive effective strategies for growth and scale
• Strong analytical skills to leverage quantitative insights and drive continual improvement
• Experience working in high growth companies or start-ups
• Bachelor's degree in healthcare administration, business management, or a related field preferred

6. Attributes we look for

• Track record of consistently delivering excellent results in a fast-paced environment
• You can operate independently and have enough experience to set and prioritize your own task load to achieve department level goals
• You anticipate potential challenges and get ahead of them, assessing risk to understand when and how issues should be escalated to gain quick resolution
• Resourceful, hard working, and eager to roll your sleeves up to execute every detail
• Excellent multi-tasking and time-management skills, with the ability to prioritize tasks
• Effective written and verbal communication who can inspire trust and confidence
• Embrace learning and feedback
• Passion for our mission to advance health equity and supporting women

7. Our cultural values

• Our mission is our north star, providing high quality healthcare to underserved women
• We treat people with care, including team members, our users, clinician partners, and pharmacy partners
• We hold ourselves to high standards
• We create an environment where people can show up as their authentic and best selves
• We have a growth mindset fueled by curiosity, openness to feedback, and focus on constant improvement

8. Compensation & Benefits

• Attractive compensation package
  
  • Base compensation between $150-170k
  • Performance-based bonus
  • Stock options
• Medical, dental, and vision insurance
• Paid 12-week parental leave
• Fertility & family-forming financial assistance
• PTO that increases with tenure
• Access to 401k
• Additional work-from-home support & perks

9. How to apply

Please complete the application form and upload your resume here. Thank you for your interest and we look forward to reviewing your application!