The Role:

As Global Operations Manager, you will be responsible for providing high-touch support for our member and customer-focused teams, implementing frameworks and processes to enable operational transparency and scalability, augmenting the depth and breadth of our program offerings, and supporting the strategy and growth of our provider partnerships. In this role you will partner with operational, clinical, product, and client-service teams to support department and company-wide growth and OKRs.

Primary Responsibilities:

• Own & manage the KPIs for our team related to tier 2 support of members, provider network growth, and journey offerings.
• Drive operational excellence by funneling regional insights to team & external stakeholders, serving as our team analytics expert, enabling our QA loop, and leveraging key tools to improve efficiency and scalability of our processes and systems.
• Pair with in-country team members to deepen and expand our partner provider ecosystem and serve as key point of contact for external provider calls.
• Support expansions for our full suite of programs in EMEA including fertility, adoption, surrogacy, pregnancy, menopause and low-testosterone.
• Work closely with Global Operations teammates to elevate Carrot’s strategic positioning within the global healthcare and provider ecosystems across Carrot’s fertility and family-forming programs
• Collaborate with other Global Operations team members and consultants, as well as with cross-functional partners across member and customer service teams to deliver on departmental and company-wide goals.
• Drive operational improvements and processes that support the team in delivering a high-quality member and customer experience.

The Team:

The Global Operations team focuses on the regional, regulatory, and operational support of Carrot’s global offerings. The team works collaboratively and cross-functionally across clinical, program, member, and customer-focused teams to support Carrot’s rapid growth. The Global Operations Manager will report to the Director of Global Operations.

Minimum Qualifications:

• 6+ years of professional experience
• Bachelor’s degree

Preferred Qualifications:

• 2+ years of experience working in strategy and operations focused on EMEA markets
• Degree in a health related field and/or knowledge of the women’s health, fertility and/or hormonal health space
• Experience with provider network strategy and/or provider relationship management
• Strong operator & project manager with the ability to implement and improve processes and programs
• Creative problem-solver who takes initiative to improve process and systems
• Comfortable with ambiguity in fluid, fast-paced situations
• Incredible attention to detail and ability to context switch with ease
• A supportive team player who loves to engage with others across cultural, functional and geographic lines.
• Global awareness and cultural sensitivity with an interest in working in a diverse and inclusive environment.
• Excellent communication and organization skills. The ability to explain complex concepts in a simple way and provide high level summaries and drill downs to the details, when necessary.
• Additional language competency.

Compensation:

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will be around 120,000 GBP. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

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