Client Operations Manager

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using technology to 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 2024, 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 impact. 

Joining Sword Health 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 technology, enhanced by people — accessible to all.

Introduction:

We are seeking an experienced and strategic Client Operations Manager to join our dynamic Client and Member Operations team. In this pivotal role, you will be the key leader responsible for centralizing and managing client requests received from our Customer Success team, ensuring these requests are efficiently coordinated and implemented by our team and across multiple internal teams. Your expertise in streamlining operations and fostering cross-functional collaboration will be essential to delivering exceptional outcomes for our clients. If you are an adaptable, results-driven operations leader who thrives in fast-paced environments and is passionate about operational excellence, we’d love to hear from you.

What you’ll be doing:

• Lead Client Operations: Direct the client operations team, ensuring smooth management of client requests—from receipt through to full implementation. Oversee the process and collaborate with various internal teams to ensure that all client requirements are met.
• Client Request & Lifecycle Management: Manage the flow of client requests received from the Customer Success team. Optimize the process so that every request is processed efficiently and implemented according to contractual agreements and client needs.
• Cross-Functional Collaboration: Work closely with marketing, sales, revenue, product and each Sword solution team to align operational practices with client requirements and client/member experience. Facilitate coordination across departments to ensure the entire client journey is integrated and coherent.
• Data-Driven Process Optimization: Utilize dashboards, key performance indicators (KPIs), and other data insights to monitor and drive operational performance. Identify trends and implement improvements to enhance overall client satisfaction and coordination across several internal teams and areas involved.
• Problem Resolution & Process Improvement: Analyze client-specific challenges, identify root causes, and develop robust solutions. Create both internal and external processes that accommodate all possible case scenarios while aligning with the diverse operational flows of various teams. Standardize successful resolutions to mitigate recurring issues and boost operational efficiency.
• Deep Dive & Cross-Functional Enablement: Gain in-depth insights into client requests and the workflows connecting various internal teams to boost overall operational efficiency. Enhance data visibility for launches and implementations across the organization, ensuring accurate data registration and a maintained single source of truth. Monitor process status and act as the enablement lead, collaborating with teams during peak implementation sessions and ongoing continuous improvement initiatives throughout the year to foster better collaboration.
• Strategic Initiatives: Partner with the Strategy and Operations team to translate client insights into actionable plans for product enhancements, service improvements, and innovative client solutions.
• Team Leadership & Development: Mentor and support your team, fostering a collaborative, innovative, and high-performance culture. Encourage continuous learning and process improvements within the team.

Required skills and experience:

• Proven Leadership: 3+ years of experience in management roles, namely in operations, process optimization, customer success and experience, project management, implementation, or related fields.
• Operational Excellence: Demonstrated ability to design and refine workflows that enhance operational efficiency, with a strong grasp of operational best practices.
• Analytical Acumen: Proficiency in data analysis, including creating and interpreting reports and dashboards to monitor operational performance and drive decision-making.
• Problem-Solving Expertise: A strategic thinker with exceptional problem-solving and troubleshooting skills, and a keen eye for identifying process inefficiencies and areas for improvement, enabling rapid resolution of complex issues.
• Effective Communication: Strong interpersonal skills with the ability to collaborate across multiple teams and clearly articulate operational strategies to both internal and external stakeholders.
• Enablement & Coordination: Ability to serve as the enablement lead from Client Operations, accountable for aligning internal areas on the status of each client launch, coordinating needs across teams, and fostering data visibility and awareness across the organization.
• Adaptability: Comfortable navigating a dynamic, evolving environment, managing ambiguity with resilience and a continuous improvement mindset.

What we would love to see:

• Client-Centric Mindset: A deep passion for ensuring client success through optimized internal processes and a drive to continuously enhance operational workflows.
• Innovative Process Improvement: Experience in designing and implementing scalable workflows and operational systems tailored to managing and executing client requests.
• Strategic Vision: Ability to balance immediate operational challenges with long-term strategic initiatives that support sustained client growth.
• Change Management: Proven experience in guiding teams through periods of operational transition and growth, ensuring consistent service excellence.
• Industry Insight: Prior exposure to client success and operational management in client-centric industries is a significant plus.

Portugal - Sword Benefits & Perks:

• Health, dental and vision insurance

• Meal allowance

• Equity shares

• Remote work allowance

• Flexible working hours

• Work from home

• Unlimited vacation

• Snacks and beverages

• English class

• Unlimited access to our Learning Platform

Note: Please note that this position does not offer relocation assistance. Candidates must possess a valid EU visa and be based in Portugal.

Sword Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.