About Massive Bio

Every cancer patient deserves access to treatment options. Massive Bio is an AI-powered precision medicine platform transforming how cancer patients discover and access clinical trials by eliminating the barriers of geography, financial constraints, and information asymmetry that have historically limited enrollment.

Founded in 2015 and headquartered in the U.S., Massive Bio is scaling its impact globally by powering operations across multiple countries and bringing innovative cancer treatment options to a rapidly growing and diverse population of patients. Through our proprietary AI platform, we connect individuals to clinical trials worldwide and partner with leading pharmaceutical companies, contract research organizations (CROs), and healthcare systems to accelerate drug development and expand equitable access to cutting-edge therapies.

About the Role

We are looking for an experienced operations leader to manage and improve a critical customer-facing function end-to-end. This role will focus on team leadership, quality assurance, process optimization, and performance measurement.

The ideal candidate is a hands-on, process-driven operator who can build structure, coach teams in real time, and create scalable standards in a growing environment.

What You'll Do

• Lead team coaching, quality assurance, and day-to-day performance management

• Develop scorecards, feedback loops, and coaching frameworks that improve team performance and consistency

• Build and maintain SOPs, scripts, workflows, and best practice documentation

• Establish and track KPIs such as SLAs, response times, schedule adherence, and quality metrics

• Create dashboards and reporting systems to monitor team performance and operational health

• Identify workflow bottlenecks, test improvements, and measure the impact of changes

• Manage action items, follow-ups, and accountability structures to ensure timely resolution

• Partner with cross-functional teams to support smooth handoffs and well-coordinated workflows

• Maintain data accuracy across systems and provide clear reporting to leadership

• Support hiring, onboarding, and development of team members while fostering a culture of accountability and continuous improvement

Who You Are

• 5–10 years of experience in operations, team leadership, customer service, or a related function

• Proven experience building or improving quality assurance, coaching, or performance management processes

• Strong track record of managing operational targets, including response times, quality metrics, schedule adherence, and customer satisfaction

• Comfortable using Excel, reporting tools, and CRM or operational systems to monitor and improve performance

• Strong written and verbal English communication skills, with the ability to communicate clearly across teams and with leadership

• Hands-on and comfortable staying close to the work, not just managing from a distance

• Process-oriented, organized, and able to build structure in a fast-changing environment

• Data-driven, with sound judgment and the ability to balance speed, quality, and operational consistency

• Collaborative and effective in cross-functional settings

Nice to Have

• Experience in healthcare, customer success, or another high-trust service environment

• Experience managing remote or distributed teams across time zones

• Familiarity with customer intake, call center, or customer experience operations