Operations Growth Lead

Salary: $80-100k | 0.01%-0.05% Equity

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About Wally

We’re Wally, a fast-growing start-up building the future of dental care — giving the power back to patients and clinicians. We are uprooting the dental industry with innovative Swiss technology, unlimited cleanings and whitening, and affordable memberships. The result: No more getting drilled by a dentist again.

As we expand our footprint, our experience beyond our clinical walls is crucial to members' getting the most out of their membership. This new role will help us scale our hospitality-driven experience using a mix of tools.

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The Role

We’re looking for a high energy, data-driven, and customer obsessed Operations Growth Lead to ensure members can schedule the visits they need, and that our studios maximize bookings each day.

This role will help shape our operations and members' experience as we scale from 8 to 50+ locations over the next 12 months - launching and growing AI tools that help us scale a great experience, fast. As we scale, we expect significant growth opportunities for impact, leadership, and career progression.

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You'll focus on

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Supply / Demand Balancing

• Own the schedule utilization to ensure studios are fully booked and that members can get appointments that they need when they need them
• Develop new processes to create better booking experiences for members while maximizing the utilization of studio availability 
• Co-create native AI and tech tools with our engineering team that help us scale operations as we expand locations

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Customer Experience 

• Front-line interaction with customers to fill last minute appointments / requests
• Act as the final point of escalation for complex member issues, turning "spicy" situations into opportunities to delight
• Analyze member feedback and data to identify friction points in the Wally journey

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Cross-Functional Collaboration

• Closely work with on-site studio operations and clinical teams to understand and translate location updates into schedule implications
• Provide feedback to Marketing, and Clinical Operations teams on member issues, concerns, and opportunities to improve member acquisition and retention

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Who You Are

• 2-5 years minimum in any operations or consulting capacity 
• Customer-facing experiences, preferably in a hospitality, restaurant, or retail setting
• Experience in a startup, D2C, or fast-growing environment
• Demonstrated data analytics skills
• Excellent communication skills, both written and verbal
• Resourceful, solutions-oriented and calm under pressure
• Exceptional and empathetic communicator from deescalating customers to writing playbooks that new teammates can pick up quickly
• Data-driven and hospitality-centered - no appetite for mediocre, soulless service
• Motivated to work in an environment where outcomes, not politics, are rewarded 

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What we offer

• Competitive compensation including equity
• Health insurance
• Mentorship from a top-tier start-up team - working closely with our Head of Operations and COO
• Fast-growing start-up with opportunities for professional growth and development as we expand

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How to Apply:

After submitting your application on LinkedIn, email your resume to chelsea@hiwally.co and include a quick note in your email about why you're excited to help us build the future of dental care.