Director of Operations

PrimaryMD | New York City | Reports to the Founder & CEO

PrimaryMD is a tech-enabled concierge medical practice that brings primary care, urgent care, and evidence-based longevity medicine together in one membership. We chose to be the full stack for our members. That means we have built what amounts to our own health system, running on our own technology platform.

We need a proven operating leader to own the day-to-day operation and build the system that lets it scale. That is this role.

Make every member interaction consistently excellent, and build the operating system that keeps it that way as we grow.

Map every touchpoint a member has with us: onboarding, texts, calls, email, telehealth, in-person visits, and follow-up. Make each one intentional and consistently excellent. We would rather do fewer things exceptionally well than keep adding more.

Lead the care coordinators, medical assistants, and after-hours team across New York and San Francisco. Own care coordination end to end: specialist referrals, prior authorizations, labs, imaging, scheduling, and follow-up. Our members should never have to do the legwork.

Define who does what on every care team, how work is handed off, and when and where it escalates. Build the SOPs, service standards, training, and physician coverage plans that let a new care team run the PrimaryMD way from week one. Then hold everyone, yourself included, accountable to it.

When something breaks, find out why and fix it at the source so it stays fixed. We are a startup and things will not always go to plan. You close the loop without waiting to be asked.

Partner with our CEO, who leads product, to turn your workflows into automation on our platform, and make sure every task the system creates actually gets done.

• Founder & CEO (your manager): leads product, growth, and company direction. You are the right hand on everything operational.
• Chief Medical Officer and Chief Science Officer: own clinical leadership, standards, and protocols. You make sure the operation around those standards works, consistently, for every member and every team.
• Membership Director: owns the member journey up to enrollment. You own it from enrollment on.
• Your team: every care-team operations role in both markets reports to you from day one. As we open new markets, regional leaders will too.

You will have real decision rights, not just responsibility:

• Hire, develop, and when needed part ways with operations staff, within approved headcount
• Change non-clinical workflows and SOPs
• Choose operations tools and vendors within budget
• Make it right for a member when we fall short

• Member retention and satisfaction
• Response times across text, phone, and email
• Turnaround on referrals, labs, imaging, and prior authorizations
• Care-team efficiency: how fast new teams ramp, and how little physician time goes to admin

• Our CEO is out of day-to-day operations
• Every member touchpoint has an owner, a standard, and a measure, and both markets hit it consistently
• Launching a new care team or market follows a playbook, not a scramble
• Problems get solved once, at the root
• Members feel the difference in every interaction

• 8+ years in operations, with significant time in healthcare services delivery: a care delivery company, health system, medical practice, or digital health startup
• Done this job before. You have built and led the operations behind clinical teams through fast growth,…