AI Operations Lead

Ritual Inc.

Job Overview

Location

Tel Aviv (Onsite)

Job Type

Full-time

Full Job Description

📋 Description

• Lead operations and customer success for a network of 200+ expert therapists, ensuring supply meets global demand across geographies, languages, and clinical specialties.
• Own expert hiring, onboarding, compensation strategy, and retention systems designed to reward quality, continuity, and platform engagement over session volume.
• Build and implement a performance management system that integrates AI-driven feedback from clinically annotated therapy session transcripts with human supervision to drive therapist growth.
• Define platform quality standards and design feedback loops, supervision structures, and professional growth pathways aligned with therapeutic best practices and operational efficiency.
• Lead customer success functions including onboarding, support, retention interventions, and human touchpoints, leveraging AI to create faster, more empathetic, and scalable service models.
• Turn customer service interactions into a learning engine by surfacing patterns, escalating critical signals to product teams, and closing feedback loops with members.
• Design, implement, and iterate operational systems, tooling, and processes that enable scaling without compromising the integrity of the Continuous Therapy model.
• Identify opportunities where AI can replace, augment, or eliminate manual operational work, and build solutions accordingly.
• Establish metrics, dashboards, and operating rhythms to provide real-time visibility into business performance for the team and leadership.
• Partner closely with product teams to shape internal tools, expert-facing interfaces, and AI-powered workflows critical to operations.
• Advocate for therapist needs in product discussions, ensuring their experience as the supply side of the marketplace directly informs product priorities.
• Translate frontline insights from customer service and therapist feedback into actionable product improvements and operational adjustments.
• Write detailed specs, run experiments, and ship changes hands-on — this is not a management-from-above role but a builder role embedded in daily execution.
• Manage policy development and communication for both members and therapists, closing gaps that arise during rapid growth and building organizational muscle for scalable governance.
• Lead change within a highly sensitive workforce of clinical professionals, introducing operational shifts with high emotional intelligence to build trust and minimize resistance.
• Maintain a lean team structure while maximizing impact through AI augmentation, ensuring operational efficiency without sacrificing human depth.
• Work with the largest dataset of clinically annotated couples therapy sessions in existence to inform supervision, quality control, and system design.
• Balance near-term execution with long-term system building, operating day-to-day while designing the scalable foundation for Continuous Therapy.

🎯 Requirements

• 5+ years of operations leadership experience with a track record of building and leading high-performing operations and/or customer success teams
• Hands-on operator who has written specs, run experiments, and shipped changes directly, not just delegated them
• High emotional intelligence with proven experience managing sensitive workforces or leading change in emotionally complex environments
• Genuine fluency with AI as an operational tool, including deployment, usage, or building around AI systems
• Strong product partnership instincts and experience working closely with product organizations
• Builder mentality — energized by designing systems from scratch rather than maintaining existing ones
• Fluent in English

🏖️ Benefits

• Opportunity to write the playbook for operations in an AI-native company
• Access to the largest dataset of clinically annotated couples therapy sessions in existence
• Work with a network of 200+ expert therapists and shape their professional development
• Direct impact on a unique model called Continuous Therapy that blends clinical depth with AI continuity
• Collaborate in a lean, high-impact team where hands-on execution is valued over hierarchy
• Influence product direction through direct translation of therapist and customer feedback

Skills & Technologies

Senior

Onsite

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Ritual Inc.

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About Ritual Inc.

Ritual Inc. is a Los Angeles-based direct-to-consumer health company that formulates science-backed multivitamins and nutritional supplements. Founded in 2015, it offers traceable ingredient sourcing, publishes clinical study results, and sells primarily through its website and subscription model. The company targets women, men, and teens with products designed to fill common nutrient gaps, emphasizing transparency, vegan capsules, and third-party testing. Ritual has raised venture funding and expanded internationally while maintaining a digitally native, subscription-first retail approach.

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