Business Strategy & Operations Manager

Company Overview We are a trailblazing health tech company on a mission to revolutionize the nursing home & post acute space. Our innovative AI software is transforming the admissions process and care delivery in these settings. We’ve raised $10M to date and are experiencing rapid growth. We are looking for a Business Strategy & Operations Manager to help build our operations processes and elevate our customer experience. About the Role The Business Strategy & Operations Manager is responsible for ensuring that all our customers are successful from the moment the sale closes. You help us critically think through our customer journey strategy as we experience incredibly high growth. This includes a hands-on client-facing role owning customer accounts and guiding them through the technical integration and onboarding process while continuously optimizing how we can deliver the most value. You will play a key role in not only making customers successful today, but working with our product team to continuously improve what value we can deliver in the future. This is an exciting and challenging role that requires strong problem solving and critical thinking abilities, clear ownership and independence in work, excellent communication skills, and a deep understanding of our products and services. What We Offer Industry Leading AI Technology: A best in-class product that outperforms competitors and solves real operational challenges High-Impact Leadership: A highly engaged and hands-on executive team dedicated to innovation and growth Untapped Market Potential: A unique opportunity to establish our dominance in a rapidly growing sector Fast-Paced Sales Cycle: Quick deal closures and a highly receptive customer base Strong Customer Success: Fully onboarded, satisfied clients who recognize the value and LOVE our solution What You’ll Do Own Customer Relationships from Day One: Act as the primary point of contact for new clients, guiding them through connecting their technology stack with ExaCare’s, ExaCare onboarding & training, and ensuring full ExaCare adoption. Monitor & Optimize Account Health: Track key metrics, address challenges, and implement solutions to enhance retention and satisfaction. Drive Growth & Expansion: Identify upsell opportunities and collaborate with Sales to align offerings with client needs, ensuring continuous value. Inform Product Strategy: Gather feedback to influence product development, ensuring our solutions align with client needs. Stand-Up New Cross-Functional Processes: Work with Sales, Marketing, Engineering, and Product teams to develop and streamline ExaCare operations as we grow. Be Hands-On & Agile: Invest in customer success by being proactive in setup, troubleshooting, and adapting to shifting priorities. What You’ll Bring 2-4 years in operations or management consulting. Passionate about solving challenges and understanding the intricacies of our customer requirements. A strategic and sales minded approach to customer relationship management. Clear, professional, and effective communication. Comfort with learning and navigating technical tools and systems. Strong organizational skills to manage multiple priorities and deliver impactful results. Ability to maintain a no-ego mindset and efficiently handle a variety of admin, technical and client-facing tasks. Embraces feedback and actively supports skill development among teammates. Benefits and Perks Competitive salary and equity in a high-growth startup Paid time off at your discretion Hybrid work out of our brand new Toronto office (Queen / Spadina) Medical, dental and vision coverage Great start-up culture (e.g., ChatGPT premium, company off-sites) High achieving team (i.e., ex-Amazon engineers, ex- Bain / ex-BCG / ex-Goldman business ops team)