Director of Biz Ops

About Felix

Felix is Canada’s first end-to-end platform providing on-demand treatment for everyday health. Felix creates digital-first solutions that increase access for common healthcare needs such as mental health, sexual health, and daily health. Founded in 2019, Felix’s approach to healthcare encompasses assessments, lab testing, prescriptions, fast and discreet delivery and ongoing care — all online at www.felixforyou.ca.

The Role

We are seeking a Director of Business Operations to:

1. Build out the Biz Ops function at Felix, delivering meaningful and measurable value to the organization by simplifying complexity, defining structure and driving growth
2. (interim mat leave coverage) Lead and manage the Customer Experience team for the duration of FY25
3. Partner with senior leaders and cross-functional teams to launch key business initiatives from the ground up
4. Drive operational excellence through analytical insights, cross-functional collaboration and hands on process improvement
5. Operate with a patient centric approach, by raising the bar on quality, challenging the status quo and keeping the end user at the forefront of the conversation at all times

Responsibilities and Expectations

• Biz Ops
  • Build out and lead the biz ops function at Felix, acting as an enabler by bringing the right teams/people together to solve important problems and ship solutions, both big and small
  • Be the instigator of finding important problems to solve - spot inefficiencies, initiate transformational change and never settle for the status quo
  • Own cross-functional projects and initiatives, from ideation to execution, ensuring timely delivery and successful outcomes
  • Prioritize initiatives and work for your team based on the the needs and strategic direction of the business
  • Set and deliver on aggressive deadlines both for yourself, your team and the functions that you work with
  • Get into the weeds of the data and distill relevant, concise insights and analysis to enable data-driven decisions at every level of the organization
  • Own project-based and business-segment metrics, identifying opportunities for improvement and investigating trends, discrepancies etc.
  • Set and communicate clear objectives and key results, pushing the boundaries on what’s achievable and corralling the team behind you to maximize engagement, output and results
  • Proactively identify and address roadblocks, unnecessary complexity and silos. Establish yourself as someone who breaks down barriers and defaults to a mindset of “how can we make this happen!”
• CX
  • Lead, coach and manage a 20-person customer experience team, with a relentless orientation towards creating a world class experience for our patients
  • Become an expert on the experience of a Felix Patient - form a deep understanding of the patient journey, customer needs and preferences, and user feedback to drive continuous improvement and an exceptional healthcare experience for all patients
  • Foster a culture of high-performance within the CX team, enabling opportunities for coaching and growth and orienting the team towards scale and continuous improvement
• General Leadership

  • Act as a thought leader and challenge yourself and others to think outside the box

  • Approach work with a no-ego attitude and be willing to jump in and do whatever it takes to get the job done

  • Set a positive tone and example for your team and the broader organization at Felix. Hold yourself to a high standard when it comes to raising the bar and leading with integrity, authenticity and trust.

Experience and Skills

• 5+ years in similar leadership / Director level role(s) in high-paced, growth environment
• Demonstrated success in investment banking, management consulting, startups or related fields
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Strong analytical skills with the ability to interpret data and drive strategic decision-making
• A track record of tackling complex and ambiguous problems head on, with a high degree of ownership and accountability
• Action-oriented with the ability to lead teams and drive change, with or without authority
• Ability to challenge, change, coach and be coached
• Exceptional emotional intelligence, exemplified by self-awareness and empathy, to gain the trust and commitment necessary for buy in and transformative change
• A hunger for learning and a willingness to make mistakes
• A can-do attitude with an optimistic orientation

Benefits

• Full medical, dental and vision benefits
• Maternity / paternity policy
• 3 weeks vacation + flexible holiday scheduling
• Competitive compensation
• Stock option grant
• Remote first, work from anywhere in Canada
• Incredible culture powered by an highly collaborative and high performing team
• Large impact at an early stage technology company
• Professional development opportunities, working closely with founders and senior leadership team

Location: Remote (Canada). We are currently working remotely and open to candidates from anywhere in Canada.

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job related factors.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact accessibility@felixforyou.ca for assistance