Operations Manager (AI Health-Tech)

TL;DR

Operations Manager (AI Health-Tech): Managing and optimizing a customer-facing operational function for an AI-powered precision medicine platform with an accent on quality assurance, process standardization, and team performance. Focus on building scalable SOPs, tracking KPIs/SLAs, and improving operational efficiency to expand patient access to clinical trials.

Location: Medellín or Bogotá, Colombia

Company

AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials worldwide.

What you will do

• Lead team coaching, quality assurance, and day-to-day performance management.
• Develop scorecards, feedback loops, and coaching frameworks to improve team consistency.
• Build and maintain SOPs, scripts, workflows, and best practice documentation.
• Establish and track KPIs such as SLAs, response times, and quality metrics.
• Create dashboards and reporting systems to monitor operational health.
• Partner with cross-functional teams to ensure smooth handoffs and coordinated workflows.

Requirements

• 5–10 years of experience in operations, team leadership, or customer service.
• Proven experience building quality assurance or performance management processes.
• Track record of managing operational targets, including response times and customer satisfaction.
• Proficiency with Excel, reporting tools, and CRM systems.
• Strong written and verbal English communication skills.
• Ability to build structure and maintain accountability in a fast-changing environment.

Nice to have

• Experience in healthcare, customer success, or high-trust service environments.
• Experience managing remote or distributed teams across different time zones.
• Familiarity with customer intake, call center, or customer experience operations.