Head of Operations & Client Experience - NeuroNav

Who We Are:

At NeuroNav, we believe everyone deserves the opportunity to make their own choices and shape their story, regardless of disability. Our mission is to enhance the quality of life for adults with developmental disabilities through simplicity and choice.

Founded at Stanford in 2020 with support from the Stanford Innovation Fellowship, we use technology to create personalized care plans and connect our neurodivergent clients with virtual Navigators who help manage their benefits. Last year, we supported hundreds of individuals in accessing life-changing services, and we’re on track to quadruple our impact next year.

We’re committed to making inclusion and equity a reality. If you’re passionate about joining a high-growth, innovative company dedicated to improving lives, we’d love to hear from you!

What You’ll Do:

We are eager to scale our team to meet the needs of our growing client base, and we are seeking a passionate, seasoned leader to help us expand operations and deliver exceptional customer experiences. This role will play a central role in ensuring that operational processes run smoothly while maintaining an excellent, client-focused experience across all touchpoints. Simultaneously, the Head of Operations and Client Experience will also manage our internal Navigator team and corresponding tech that will support tripling our growth in the coming year.

Specific responsibilities include:

• Lead the Navigator team and develop organizational infrastructure to support tripling growth in 2025.

• Optimize the client experience from initial contact through ongoing care, ensuring a smooth, compassionate, and efficient journey.

• Define and implement operational strategies, processes, and tools for the Navigator team, focusing on business systems that enhance efficiency.

• Collaborate with the Navigator Manager(s) to manage client escalations, collect feedback through surveys or follow-up calls, and use insights to improve the client experience.

• Partner with the CEO and department leaders (e.g., Product, HR, Marketing) to ensure a cohesive client care approach aligned with strategic goals and explore opportunities for new or enhanced services.

• Oversee training programs for Navigators, ensuring they stay updated on procedures, tools, and best practices in client service and the disability space.

• Monitor team performance, set and track KPIs for client experience and operational efficiency, and implement corrective actions when needed.

• Provide regular updates to the CEO and board on KPIs, progress on strategic initiatives, and operational challenges or opportunities.

• Stay current on trends, technologies, and best practices in healthcare operations and client experience, integrating relevant innovations into the organization.

What You’ll Bring:

• Bachelor’s Degree and/or equivalent work experience (required)

• Alignment with our company mission and company values of person-centered care, grit, collaboration, and empathy

• Strong Operations and/or Customer Success experience (preferably both)

• Demonstrated experience building strong systems and problem-solving in a fast-paced, quickly-growing environment

• Metrics-driven approach

• Default to action and execution

• Startup Experience

Don’t fit every qualification? Don’t worry. We think the right fit is more important than direct experience. Above all, we’re looking for a candidate who is driven, passionate, empathetic, and a team player.

We do extensive training with all new hires on core policy knowledge and person-centered planning skills. Experience in person-centered planning and in the California developmental disability system is preferred but not required.

Benefits and Perks:

Our company offers a competitive benefits package to support our employees' well-being and work-life balance, including the following:

• Diverse and inclusive culture

• Competitive salaries + bonuses

• Ability to work from home

• Gold standard health, vision and dental insurance

• 401(k) 

• 14 Paid Time Off (PTO) days per year

• 7 sick or flex days per year

Salary Range: +/- $180,000 plus equity. 

To foster team spirit, we organize monthly team activities and an annual team off-site every year.

Application Process:

Applications will be reviewed as soon as they are received. 

Here is what to expect in our application process:

• Submit Application

• Initial Phone Screen: ~30 minutes

• Technical Work Sample: <2 hours take home

• Deep Dive Interview: 1 hour

• Focused Interview: 1 hour

• Reference Check

Candidates must successfully complete a background check. Additionally, a Confidentiality Agreement and Intellectual Property Agreement must be signed upon offer.

At NeuroNav, we are deeply committed to building a workplace where inclusion is not only valued, but prioritized. It is important to us that you bring your authentic self to work every single day, no matter your race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds. Inclusion isn’t just an initiative at NeuroNav, it is a part of our culture.