Head of Enterprise Operations

Trusted is the leading digital labor marketplace and workforce management solution for the healthcare industry. We are headquartered in San Francisco but we’ve taken a digital-first approach to building our workforce and the majority of our team resides across the US and abroad.

Trusted was founded in 2017 with a focus on the largest profession in healthcare: nursing. Since then, we’ve taken a process dominated by recruiters and phone calls and converted it to a fully digital experience, connecting nurses directly to job opportunities and handling benefits, payroll, onboarding, and compliance. Our platform provides full employer of record services for employers in all 50 states and the District of Columbia.

In 2020, we launched our proprietary staffing platform, Works. Works helps hospitals solve one of their biggest challenges: filling every shift in an environment where demand for healthcare services and labor costs are increasing exponentially. With Works, facilities can create their own on-demand nursing workforce and manage all the details from a single system. Using predictive insights and recommendations, Works helps hospitals react to fluctuations in demand, while its staffing marketplace creates competition to fill open job requisitions with high-quality, active talent.

Trusted has support from top institutional investors such as Craft Ventures, Felicis Ventures, StepStone Group, and Founder Collective, as well as healthcare innovators like Texas Medical Center, Mercy Health, Intermountain Ventures, Town Hall Ventures, and Healthbox. Most recently we closed a $149 million Series C round to fund our next stage of growth.

What we are looking for:

We are seeking a dynamic leader to oversee and enhance the technical systems integrations, product implementation, and customer support functions of Trusted’s healthcare staffing platform, Works. The Head of Enterprise Operations will serve as a player-coach, refining workflows for Solutions Architects, Engagement Managers, and Customer Support Representatives while fostering a high-performing team culture and building strategies for revenue growth. The role requires relentless pursuit of health systems’ labor strategy objectives through the seamless delivery of our contingent workforce management (Flex) and open shift scheduling (OnDemand) solutions. This person is accountable for ensuring the enterprise delivery teams execute on client’s expected workforce outcomes, complete implementations on time, champion key customer stakeholders and retain enterprise accounts.

Your responsibilities:

• Leadership and Team Development:
  • Mentor and develop Solutions Architects, Engagement Managers, and Customer Support Representatives to ensure consistent delivery of our platform’s value proposition of unlocking flexibility for clinicians and health systems.
  • Enhance existing workflows and playbooks for each team role, ensuring scalability and alignment with best practices.
  • Foster a collaborative team culture focused on customer success and continuous improvement.
  • Improve cross-functional collaboration with sales, product, and engineering teams to drive seamless delivery of Works offerings.
• Technical Systems Integrations:
  • Oversee and refine technical integration processes for scheduling, payroll, and HRIS systems, ensuring accurate data flows between Works and clients’ systems of record.
  • Define process for vetting and executing integrations with new third-party systems.
  • Develop best practices for sales engineering, security reviews and solution proposals.
  • Operationalize UAT/escalation processes and improve reliability monitoring for live integrations.
• Engagement Management:
  • Lead end-to-end implementation of OnDemand and Flex solutions for strategic accounts, including project chartering, communication planning, and post-implementation impact assessments.
  • Ensure engagement managers successfully deliver Works across multiple, complex implementations on-time and on-budget.
  • Proactively identify and mitigate potential risks and challenges throughout the implementation process.
  • Evaluate performance of deployments against dynamic staffing and contingent workforce program targeted outcomes and ensure Works is achieving clients’ desired business objectives.
  • Advise engagement managers on developing strategic relationships with C-suite executives, driving retention and identifying account expansion opportunities.
• Customer Support:
  • Ensure the customer support team is meeting client SLAs and maintaining target NPS for critical users cohorts.
  • Streamlin