Operations Associate at Fella Health (Remote, US hours, $21k/yr total comp inc equity)

About Fella Health

Fella Health helps middle-aged men live 10 years longer.

We are the telemedicine clinic for bigger guys, worldwide. We use medical weight loss treatment to solve our fellas' most pressing healthcare need, then remain a fella's core healthcare provider for the rest of their life - focused on men's health, longevity, mental health, and primary care.

We will have served 10 million customers by the end of 2028.

Our mission is to solve male obesity worldwide, by accelerating the take-up of GLP-1s in middle-aged men. From this, we’ll become the world’s leading men’s health brand.

We’ve grown >1000x since Aug 2021, >180x since Sept 2022, >10x since Nov 2023. We’ve just surpassed $30M ARR. As a company, we’ve been cashflow positive for the last 18mo. We’re approaching 10,000 fellas with high NPS.

We're still a young startup and are moving quickly. We have a long way to go. This is still Day 1.

You can read more about working at Fella here: https://fella.notion.site/Working-at-Fella-14a2ac8575d34d148d009bb410387af4

We're backed by top healthcare & consumer investors:

• Y Combinator

• Global Founders Capital — backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet

• AngelList Early Stage Fund (backed by Naval Ravikant)

• BrandProject (venture-builder behind 2 unicorns)

• The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)

The opportunity as Operations Associate

Fella is building a world-class team.

As Operations Associate at Fella Health, you’ll work side-by-side with our Clinical Ops Lead (Arvee) to help run the medical team & improve our customer experience.

You’ll free up the Clinical Ops Lead’s time & mindspace by owning day-to-day tasks, helping address issues and manage escalations, and improving clinical ops processes & underlying OS. You’ll also action feedback from Fellas to ensure they’re given the best customer experience. In addition, you’ll be spare pair of hands across the medical team: enrollment, medical assistance, billing/orders, finance, inbound, and cancellations.

You’ll take on tasks and projects that will improve overall clinical operations. Your workflow will be to contribute to and execute our Clinical Ops Lead’s ideas on how to increase care team efficiency and better customer experience. This role drastically scales up Clinical Ops Lead time.

This role is FTE and fully remote, working US hours (EST).

You’ll report directly to Arvee, our Clinical Ops Lead. You’ll also work closely with our other Leads: Head of Growth (Dave Lane), Head of Engineering (Gzim Helshani), Head of Product & Ops (Ben Dowdle) and Clinical Systems Associate (JC Maglaque).

Key Responsibilities

You’ll work closely with our Clinical Ops Lead (Arvee) to help run the care team & improve our ops processes.

• Clinical ops lead: you’ll own areas, projects, tasks that free up Arvee’s time & mindspace — including email and slack triage, personal items, and managing the different teams.

• Customer feedback: you’ll help collect and action customer feedback, ensuring our Fellas are always heard and given the best possible experience.

• Scale: you’ll help our Clinical Ops Lead sync with engineering to guide systems & automations to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat.

• Compliance: you’ll help ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally.

• People: you’ll help ensure we have all hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. you’ll help audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas.

• Processes: you’ll develop and communicate process improvements to ensure the care team are as efficient as possible.

• Extra: you’ll be a spare pair of hands across the care team.

Need to have

• Language: you are fluent in spoken & written English.

• Learning: you're an autodidact with impressive speed and resourcefulness. You regularly teach yourself the skills you need from scratch.

• Trenches: you don’t hesitate to get your hands dirty in the trenches. You’re not too pretentious to grind it out.

• Complexity: you're highly organized and can complete multiple projects concurrently.

• Mindset: you calmly handle uncertainty and rapidly changing situations.

• Systems: you think in and build out systems. In solving a problem you recognize the underlying system, then focus on improving the system itself to fix the true cause of an issue, automating where possible.

Nice to have

• Past: you've likely been pulled into important problems, taken risks, excelled in new areas. You've likely created something from nothing, however small.

• Future: you want to start a company in the future.

• Background: you may have a STEM background, and may have a background in engineering, product, software, computers - or something similar. You're comfortable around no-code tools and not afraid of code.

• Experience: maybe you have 1+ years of relevant experience.

• Figure it out: you’re likely one of those timeless people that could be dropped anywhere in the world, in any century, and you’d figure it out. Your friends probably think of you as that person :)

Our cultural standards

These are the core cultural standards to which we hold ourselves & our team-members at Fella:

• Belief in the mission: We will have served 10 million patients by the end of 2028 and we transform the life of most patients who join. We have a lot of work to do. We are obsessed with our patients and are dedicated to the mission.

• Unwavering integrity: We are at the frontier, so we often live in ambiguity with no trodden path. When we can’t look to others for guidance, we must maintain impeccable ethics and unwavering integrity.

• Only the paranoid survive: Bad sh*t is coming. By joining us, you’re choosing to sail straight towards the storms with unhesitating conviction. However much we’ve already done, however far we’ve already come — it’s still Day 1 and all our work is ahead of us.

• Your life’s work: This will be your most challenging, most rewarding role of your life. You’ll be shocked how capable you are & how much you can achieve.

• If we’re average we fail: We are only interested in “insanely great”, a focus on the quality of our execution that in everyday life would be considered pathological. We have a dedication to excellence and reject incompetence.

• Commitment to candor: That which can be destroyed by the truth should be. You get full transparency from the company and the company expects full transparency from you. We never say anything about someone that you wouldn’t say to them directly. We give feedback with love and do not need to protect people from fleeting physical sensations.

• A maniacal sense of urgency: We execute at an intensity that most people think is impossible. Speed is critical and we need things done yesterday. We all work very hard and in such a competitive world there really is no other way to win.

• Enduring frugality: We are frugal. We hate being wasteful and we are anti-luxury. A culture of cheapness keeps us young. We spend our cash wisely & carefully — in a way that would make our grandmas proud.

• Bulldozing barriers: The world is malleable and we shape it. We truly believe this and act accordingly. We are relentlessly resourceful and are at the mercy of no-one but ourselves.

• Keep your head down: We’re boring people doing exciting work. We don’t chase short-term status — we ignore short-term dopamine hits and focus on what matters. Outsiders will underestimate us and we revel in that.

• The power of focus: We live in a world of power laws and we cannot overestimate the unimportance of practically everything. Know your One Thing, and nail it.

💨 ”Have courage. Don’t settle for mediocrity. Don’t get stuck. You have to get in the current, or someone else is going to – and then no matter how great your execution is, they will leave you foundering in their wake. See the fast moving water and move there. Do it now. Don’t wait.”

🎯 “You just build a fing amazing experience. Make each step amazing. Make every decision in the long term interest of the customer. Give the customer massively more value than you take.”*

Compensation and Benefits

• Compensation: $21k/yr total comp inclusive of equity & 13th month

• Vacation: PTO with a yearly minimum (>2wks/yr + local national holidays)

• Remote: our team is fully distributed across the world and functions fully remotely

• Healthcare: comprehensive medical insurance (~$500/yr)

• Personal development: budget for books, courses, coaching ($400/yr)

• Personal wellness: budget for gym, health apps ($400/yr)

• Equipment: Macbook and whatever you need to thrive.

• What are we missing? We're still early so you get to shape our culture.