Operations Manager

About Willow

Responsibilities

• Lead cross-functional operational projects from concept through implementation, owning plans, timelines, milestones, success metrics, and stakeholder alignment.
• Design, document, and implement scalable processes, SOPs, workflows, and internal playbooks across departments.
• Build and maintain ClickUp workflows, automations, and project templates, and identify opportunities to automate manual work.
• Develop dashboards, reporting, and operational metrics that provide leadership visibility into key initiatives.
• Partner with leaders across Clinical Operations, Compliance, Marketing, Customer Experience, Retail Operations, HR, Finance, and Product.
• Own implementation guides, process maps, training documentation, and other operational knowledge-management materials.
• Support vendor onboarding, executive summaries, project updates, action-item tracking, and high-priority operational needs.

Requirements

• At least 7 years of operations experience, including internal or business operations experience in a company of roughly 100 to 300 people.
• Experience managing and developing direct reports.
• Success leading full-cycle cross-functional initiatives and driving organization-wide programs through adoption.
• Comfort owning a SaaS stack, designing practical processes, and using automation and AI tools to reduce administrative work.
• Proven ability to craft SOPs, playbooks, and organizational documentation.