Head of Operations

Sword Health is on a mission to free two billion people from pain.

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using AI Care to change lives, and save millions for our 25,000+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2025, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our global impact.

Joining Sword means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by AI, enhanced by people — accessible to all.
**What you'll do ?**
- ** Team Development**:Lead, motivate, and develop an outcome-driven team with 100+ members with diverse profiles. Attract, inspire and grow leaders to instill culture of excellence and bias to action in their teams.
- ** Member experience**: Build data and research backed strategies at scale & speed to elevate our member’s operational UX and further improve their engagement. All of this with initiatives run by your team and/or in partnership withTech & Product.
- ** Staffing model optimization**: Develop, run and continuously optimize our existing staffing model to ensure both a superior member experience and optimal staffing utilization.
- ** Operational efficiency**: Identify opportunities for process and automation improvements with an AI-first mentality across the orgs and partner with Tech, AI and Product to scale our operations.
- ** Clinical partnership**: Provide strategic and tactical insights on operational aspects of the member experience to the clinical development teams to support continued clinical outcome expansion
- ** Data analysis and reporting**: Establish success metrics and allocate resources to optimize performance and growth. Monitor, analyze, and report on key performance indicators (KPIs), providing insights to inform operational and product strategies
- ** Team Development**: Lead high-performance organization of 100+ team members.
- ** Finance**: Develop, implement, and monitor financials and budget for the operations org. and identify & execute on opportunities for efficiency improvements
- ** Strategy**: Support/lead cross-functional projects that’ll support efficient & effective scaling of Sword in a key stage of our growth

**What we’re looking for**:

- 6+ years of experience in Operations, Strategy, or equivalent;
- Previous startup experience and/or ability to thrive in a fluid environment and willingness to get hands dirty;
- Experience scaling teams, with a focus on investing in coaching and development of your team.
- Data-driven and analytical in mindset. You can look at any dataset and know the right areas to look into to source actionable insights & strategies, and you know how to explain data in a digestible way.
- Proven record of structuring projects and programs and working with a diverse group of stakeholders to achieve goals.
- Strategic mindset. When making a decision, can think ahead with scale in mind.
- Exceptional communicator and influencer. Should be able to collaborate with other team members to make sure our growth efforts are well executed;
- Talent magnet who can attract great people and build a strong team. Manage and nurture the team members.
- Strong grasp of consumer insights and a customer-centric mindset. Desire to understand the members’ motivations and customer experience
- Experience using looker (or equivalent) and extremely proficient in the use of spreadsheets (advanced level)
- Ability to handle chaos, ambiguity, and complexity in a detailed and organized way

**What we would love to see**:

- Outstanding interpersonal, coaching and strategic thinking skills with the ability to communicate within all levels of the organization.
- Known for building culture with a mission-driven approach.
- Motivated by challenges and bring a positive tone, an eye for solutions and an energy for rolling up their sleeves and doing whatever needs to be done. A problem solver who takes ownership and loves to learn.mar
- High IQ/EQ. Leads with humility, inte