Operations Lead

About the RoleMarble is building the infrastructure for teen mental health — connecting students, families, therapists, and schools in a system that actually works. We're looking for an Operations Lead to architect what great care support looks like at scale.This isn't a role for someone who wants to manage a steady-state function. It's for someone who wants to design one. For the first few months, you'll be close to the work — handling support tickets, learning the nuances of our school partners, families, and therapist network firsthand. Then you'll use that knowledge to build the systems, SOPs, and team that make exceptional CX repeatable. This role is perfect for someone who’s excited to roll up their sleeves and get a crash course in early stage startups, company building, and decision-making in an ambiguous environment.You'll sit at the intersection of care quality, operations, and product, with a direct line to leadership and a mandate to define what patient and partner support looks like as Marble grows.What You'll DoBuild the foundation (first 3 months)Handle support cases across our school partners, families, and therapists, developing deep intuition for where friction livesIdentify gaps in our current care support model and begin designing the systems to close themPartner with leadership to define what "great" looks like across the school success → patient → therapist support loopDesign the function (ongoing)Write SOPs that allow contractors and future team members to deliver consistent, high-quality supportHire and manage care team as Marble growsOwn the tracking, reporting, and experimentation infrastructure for CX, for e.g. run structured tests, measure what's working, and share insights across the orgSet the long-term vision for CX at Marble: what does an AI-augmented, high-leverage support function look like for a mental health company serving teens?Drive outcomesBuild the patient retention flywheel — connecting care quality, responsiveness, and engagement to measurable outcomesBe the voice of families, schools, and therapists internally, synthesizing what you're hearing into strategic recommendationsWho You AreYou have 5+ years in startup operations, management consulting, or a customer-facing role, with exposure to healthcare or high-growth environments. You're based in New York and can work from our SoHo office 3x every week.You're someone who:Has built or significantly rebuilt a CX, care ops, or customer success function. You know what good infrastructure looks like and how to get there from scratchIs a strong systems and operations thinker who writes clear documentation and builds processes others can actually followIs comfortable being close to the workIs energized by ambiguity and motivated by the mission — helping kids access mental health care matters to youWhy MarbleDirect impact on kids' mental health access — this work is meaningfulGreenfield opportunity to build a function from the ground up, with leadership support and a clear growth pathSmall, experienced team that moves fast and takes operations seriouslyCompetitive compensation, benefits, and equityCompensationThe base salary range for this role is $120,000 - $140,000, depending on experience. In addition, we offer meaningful equity, medical, dental and vision benefits, as well as unlimited vacation.