OperationsTeamLead

About the role This is a remote, full-time hourly position, starting at $30+/hr. As an Operations Team Lead at Generator Health, you’ll lead a team of Operations Specialists who execute the workflows that get patients access to their medications. Reporting to the Operations Queue Lead, you’ll own your team’s productivity, quality, and SLA performance, and you’ll be accountable for building the systems and routines that keep those numbers strong as the team grows. This is a hands-on leadership role managing a team of 10 or more specialists. Your time will be split between people management and direct casework — particularly handling escalations — coaching specialists, and finding the leverage in process, training, or tooling that lets the team move faster without losing rigor. The measure of success is not just whether targets are hit, but whether your team ramps faster, performs more consistently, and stays longer because of how you lead. You’ll partner closely with leadership and cross-functional teams to translate strategy into the day-to-day practices that keep the team performing at a high level. If you love operating systems, building teams, and seeing your decisions show up in the numbers the next day, this is a role where that work matters — it directly affects whether patients get the therapies they need, on time. If you join, you will - Own your team’s core operational metrics — Productivity, quality, and SLA targets met or exceeded month over month, held consistently across the team — not carried by a few high performers. You use data to run your team: monitor performance daily, identify gaps and bottlenecks, diagnose root cause before jumping to fixes, and act on what the numbers tell you. - Develop a team that gets measurably better — Every team member knows what success looks like and where they stand against it. You give direct, specific feedback in the moment. You build ramp plans that close the gap between top and bottom performers. Underperformance