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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 1 million fellas by the end of 2026, and 10 million fellas 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 >80x since Sept 2022 (currently growing >30% MoM) and are cashflow positive. We have expanded our state coverage to >75% of US population, have started to expand our clinical protocol beyond weight (e.g. testosterone), and are eyeing up international expansion.
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 Head of Operations
As Head of Ops at Fella, you’ll start by running our telemedicine clinic. Your fundamental role is to keep fellas happy 😊
For the first few quarters, you’ll run our clinical ops end-to-end. You’ll rapidly & efficiently scale a compliant telemedicine clinic with industry-leading metrics for Activation, Retention, and Referral. You’ll have your work cut out to constantly guide automation so we can continue growing >7% WoW indefinitely. You’ll work with our existing Medical Support team to ensure DRIs are clear and SLAs are being met. You’ll scale our provider network and ensure we have great clinical systems. You’ll get your hands dirty, build out a high-performing team, constantly be learning, and withstand the pressure of competing priorities under rapid growth.
Great performance in the role means we can rapidly scale our clinic to 100k (happy) patients.
By the end of 2024, once you’ve mastered leading clinical operations, you’ll upskill/hire a Head of Clinical Operations who will replace you & report to you, and you’ll then oversee the entire Operations of our company: Clinical Ops, Medical Expansion, Pharmacy & Supply Chain.
If you nail the role, you’ll be on track to become COO.
This is a full-time remote role, and you’ll work in the timezone of your choice — as long as you’re around until midday Pacific Time each day for calls.
This is a senior role. You’ll report directly to me, Richie (our CEO) 🙂 You’ll work very closely with our Medical Support Lead (Arvee Sese), our Clinical Systems Lead (JC Maglaque), and our Head of Engineering (Gzim Helshani).
Key Responsibilities
Clinical Operations: end-to-end
- Activation: You’ll get fellas their medication within 14 days of signup. You’ll ensure the UX is great from signup to their first dose: intuitive onboarding portal, streamlined medical form, easy labwork options, clarity on insurance coverage, rapid provider prescribing, automated medication ordering, overnight medication fulfillment, clear dosage instructions — all with reassuring communication to fellas. You’ll be obsessed with your activation KPIs.
- Retention: You’ll ensure fellas only leave upon reaching their goal weight, not due to poor service. This means async check-ins are comprehensive & regular, and refills are proactive & automated. You’ll be painfully aware of cohort churn numbers.
- Review/Referral: You’ll make fellas happy enough so they write a great review & refer others. You’ll maniacally collect NPS & CSAT feedback, read each word, & make changes accordingly.
- Scale: You’ll work with engineering to guide systems & automation to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat. You’ll systematically review your team’s human-based workflows to constantly automate as much as you can.
- Clinical systems: You’ll work closely with our Clinical Systems Lead & engineering team to ensure we have great tooling across the clinic: backend, careteam-facing, and fella-facing.
- People: You’ll work with our Medical Support Lead to ensure we have all the hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. You’ll work with the Medical Support Lead to audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas.
- Provider network: You’ll stay on top of provider capacity to ensure we don’t get blocked as we scale. You’ll work closely with providers to streamline their workflow & solve their issues. You’ll work with the recruiting team to select great-fit providers as we scale.
- Compliance: You’ll ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally.
- Economics: You’ll protect unit economics over time by ensuring all payments are going through, we get discounts on medication, provider workflow is streamlined, and clinic-wide workflows are automated to avoid careteam bloat.
By the end of 2024, once you’ve mastered leading clinical operations (above), you’ll upskill/hire a Head of Clinical Operations who will replace you & report to you, and you’ll then oversee several areas (each with its own DRI):
Clinical Operations (as above)
- Medical Expansion:
- Health System Integration: Have everything working so we can efficiently bill fellas’ insurance for their services.
- Product Expansion: Expansion of add-on products & services to be able to serve fellas for a decade.
- International Expansion: Continue a smooth international expansion beyond the US into the rest of the English-speaking world, then German-speaking & Spanish-speaking countries, then into India & beyond.
- Pharmacy & Supply Chain: Overseeing this newly formed area as we become vertically integrated by owning our medication supply.
KPIs
Activation
1-mo retention
- Current: 87%
- Target: 90% (Stretch: 95%)
Time-to-medication (% of new fellas who receive medication within 2wks)
- Current: 37.52%
- Target: 50% (Stretch: 80%)
Satisfaction
NPS
- Current: -2 to 41
- Target: 50 (Stretch: 90)
CSAT (/10)
- Current: 7.0 to 8.5
- Target: 8.8 (Stretch: 9.5)
Retention
Subscriber churn rate (%/mo)
- Current: 12.87%
- Target: 11.4% (Stretch: 9.0%)
Customer retention (cohort % at Xmo)
- Current
- 3mo: 71%
- 6mo: 62%
- 9mo: 30%
- 12mo: 23%
- Target
- 3mo: 76% (Stretch: 85%)
- 6mo: 60% (Stretch: 72%)
- 9mo: 34% (Stretch: 52%)
- 12mo: 27% (Stretch: 37%)
Reviews (#/wk)
- Current = 0.5/wk
- Target = 7/wk (Stretch: 21/wk)
Need to have
- Experience: You have 5+ years of relevant experience in a high-calibre ops role or equivalent. You do not need healthcare experience. I have a strong preference for people who understand & enjoy the scary speed of a high-growth startup.
- Automation: You’re obsessed with automation. You automate everything. Your friends tease you about it but you don’t care — that’s just who you are 🙂
- Metrics: You’re maniacal about your metrics. You closely monitor Activation, Satisfaction, & Retention metrics to quantify & help prioritize your work.
- Trenches: You don’t hesitate to get your hands dirty in the trenches. You’re not too pretentious or senior to grind it out when needed — in fact, you kinda miss the days when that was more of your day-to-day.
- Hiring: You have experience building & managing a high-performance team.
- 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 root of an issue.
- Learning: You’re an autodidact with impressive speed and resourcefulness. You regularly teach yourself the skills you need from scratch.
- Complexity: You’re highly organized and can complete multiple projects concurrently.
- Mindset: You calmly handle uncertainty and rapidly changing situations.
Nice to have
- Past: you’ve likely been pulled into important problems, taken risks, and excelled in new areas. You’ve likely founded something, however small.
- Background: you likely 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.
- Future: you may want to start your own company in the future.
- Figure it out: you’re likely one of those timeless people who 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
Compensation & Benefits
- Compensation: $110k-$290k total comp inc equity
- Healthcare: comprehensive medical insurance
- Vacation: generous time off with a yearly minimum (≥2wks/yr)
- Remote: our team is fully distributed across the world and functions fully remotely
- Personal Growth: budget for books, courses, & coaching ($1200/yr)
- Personal wellness: budget for gym, health apps ($1200/yr)
- What are we missing? We’re still early so you get to shape our culture.
