Head Of Operations

📋 Description

• • As the Head of Operations at Tello Mobile, you will be instrumental in rebuilding and scaling how autism care is delivered, focusing on removing operational constraints to enable faster access to therapy for families, increased earnings and reduced burnout for providers, and sustainable growth for the company.
• • This pivotal role is designed to own and optimize the entire operational system of the company, from the initial referral of a family to the commencement of their first therapy session. Your primary objective is to transform a complex, human-intensive service into a streamlined, reliable, and repeatable process.
• • You will take end-to-end ownership of the service operations chain, encompassing referral, intake, assessment, authorization, staffing, scheduling, and the ultimate start of therapy. Your responsibility will be to identify, address, and permanently resolve any points of slowdown, failure, or silent breakdown within this critical pathway.
• • A key aspect of your role will involve designing scalable workflows for credentialing, authorizations, and revenue cycle management (RCM) that can be effectively implemented across multiple states. This includes creating robust systems that ensure compliance and efficiency as the company expands geographically.
• • You will be tasked with establishing clear visibility into where revenue is generated, where it is delayed due to operational bottlenecks, and where it is lost. This involves developing metrics and reporting mechanisms to track financial performance directly linked to operational efficiency.
• • If children experience prolonged waits for therapy, if providers struggle to maintain full schedules, or if therapy hours are not effectively converted into revenue, you will approach these challenges as solvable system problems, implementing data-driven solutions.
• • Your mandate is to build robust systems rather than relying on ad-hoc "heroics." This means transitioning from tribal knowledge and chat-driven execution to clearly defined processes and structured operating rhythms.
• • You will be responsible for creating Standard Operating Procedures (SOPs) that empower new hires to perform their duties effectively with minimal direct supervision, fostering a culture of autonomy and accountability.
• • The ultimate goal is not to be the individual who constantly intervenes to fix problems, but rather to design and implement a system where such interventions are rarely necessary, ensuring operational stability and predictability.
• • You will define, own, and drive the key operational scorecard metrics that are crucial for the company's overall health. These metrics will include, but are not limited to, time-to-treatment, provider utilization rates, funnel conversion and drop-off points, authorization velocity, and cancellation/denial patterns.
• • Beyond merely reporting these numbers, you will be expected to provide insightful analysis, explaining the underlying reasons for their movement and outlining the strategic actions to be taken in response.
• • This role requires extensive cross-functional collaboration. You will work daily with teams across clinical operations, provider recruiting, product development, finance, and growth marketing.
• • Your efforts will focus on making the intake-to-treatment timelines predictable and consistent, reducing patient and provider churn that stems from operational friction, and partnering closely with the Product team to automate manual workflows and enhance user experience.
• • You will design operating models that are capable of supporting rapid expansion from a limited number of states to a nationwide presence, ensuring that operational infrastructure keeps pace with business growth.
• • You will take ownership of any operational area that might otherwise be considered "everyone's responsibility," ensuring accountability and driving progress.
• • As Tello is a software-enabled services platform, you will play a critical role in shaping product development by providing insights from operational realities. You will identify opportunities where software solutions can effectively replace manual coordination tasks, minimize rework, and improve the integrity of operational data.
• • While the Product team builds the tools, you will ensure that these tools are practical, effective, and seamlessly integrated into the day-to-day operations.
• • You will build and lead the operations team, which will include individuals responsible for intake, patient support, recruiting coordination, and operational program management.
• • Your leadership will involve setting a clear operational cadence, raising the performance bar for the team, and developing the next generation of operators within the company.
• • The focus will be on cultivating a team of "owners" rather than just "task-doers," fostering a culture of responsibility and proactive problem-solving.
• • Success within the first 3-6 months will be measured by tangible improvements: significantly faster therapy start times for families, providers feeling genuinely supported rather than hindered by operational processes, a reduction in leadership time spent on firefighting, operationally predictable expansion into new states, and company growth that does not lead to proportional chaos.
• • This role is ideal for individuals who have a proven track record of scaling complex service or marketplace operations, possess a strong blend of analytical prowess and hands-on execution capabilities, and can bring clarity to ambiguous and fast-moving environments.
• • Candidates should demonstrate a deep commitment to operational quality, prioritizing tangible results over theoretical strategy. The ability to hold individuals accountable while simultaneously building strong, trusting relationships is essential.
• • While experience in healthcare or Applied Behavior Analysis (ABA) is beneficial, strong operational judgment and a systems-thinking mindset are considered more critical.
• • Joining Tello means becoming part of a mission-driven, self-funded, profitable, and operator-led company. You will collaborate directly with the CEO and leadership team to define the scaling strategy.
• • This is not a role focused on maintaining the status quo; it is an opportunity to actively build and refine the core operational machinery of the company.
• • For individuals passionate about designing the operational backbone of a category-defining healthcare company, this position offers a unique and impactful career opportunity.
• • Tello believes in hiring based on potential and passion, not just a checklist of qualifications. If you are excited about Tello's mission but feel you don't meet every single requirement, you are strongly encouraged to apply, as your unique contributions are highly valued.