Head of On-Call

Who We Are Each year, 2 billion people across the world are limited by physical pain. By helping people live without pain, they are free to do the things they love most with the people they love—and never miss a moment. This is what we do. We create and design new technologies to solve one of the biggest problems in healthcare: taking care of our Physical Health. Sword Health is the world’s fastest growing digital musculoskeletal (MSK) care provider on a bold mission to free two billion people from acute, chronic, and post-surgical physical pain . Our customers include some of the most progressive Fortune 100 and 500 companies, as well as over 160+ other established businesses across the world.        The Sword program allows members to complete a personalized physical therapy program from the comfort of home, with continued support and supervision from one of our talented SWORD specialists. Sword’s personalized care is more effective than traditional standards of care, and has proven to deliver best-in-class clinical results. Since breaking into the market less than two years ago, Sword has worked with insurers, health systems, and employers in the U.S., Canada, Europe, and Australia to make high quality musculoskeletal care accessible to everyone.  This is an opportunity to join Sword during a time of hyper growth and expansion. After our recent $2bn valuation, we’re excited to continue accelerating our impact by scaling with high caliber people with passion, commitment and energy to create and deliver technologies, services and products that drive human progress forward.    We welcome you to join our mission, to make a difference on a grand scale and play a pivotal role with a global team at Sword– working alongside great people pioneering novel products and cutting edge technologies.  
At Sword, we believe in providing instant help to our members' health concerns, wherever they are, whenever they need it. That's why we developed On-call, a product that offers 24/7 text-based assistance for issues related to Musculoskeletal pain, pelvic health, and headaches. 
As the Head of On-call, you will lead a clinical team and manage key performance indicators with a focus on quality of care and responsiveness to members. You will be responsible for continuously improving the member experience by managing the On-call team, upgrading protocols, adding new conditions and leading product development.
Working in close relationship with the CEO team, you will build and lead a team across clinical delivery, product and engineering, and work cross-functionally with multiple other functions such as Design, Product Marketing, and Clinical to ensure Sword’s members receive the right help, whenever they need it.

What you'll be doing:

• Lead and manage the clinical team, ensuring high-quality care and responsiveness to members.
• Set and monitor KPIs for the clinical team, with a focus on quality of care and responsiveness to members.
• Continuously improve the member experience by continuously upgrading protocols, adding new covered conditions and adapting the experience according to member feedback.
• Define On-Call product strategy, product requirements and create a roadmap to continuously improve the app experience.
• Collaborate with cross-functional teams such as design, product marketing, and clinical to ensure the best possible experience for members.
• Partner with the research team to stay up-to-date on the latest developments in the field and ensure that our protocols are evidence-based.
• Analyze and report on member engagement and satisfaction to inform product development and optimize performance and growth.
• Develop and lead a top-performing, outcome-driven team.

What you need to have:

• Experience in building and launching new products, with a special emphasis on the early stages of development, including creating a team from scratch.
• A background in operations, with a knack for organization, process creation and problem-solving.
• Strong analytical skills to measure and report on member engagement and satisfaction to inform product development and optimize performance and growth.
• Exceptional communication and leadership skills to lead a cross-functional team and inspire them to achieve their best work.
• Ability to navigate and thrive in a fast-paced, dynamic environment.

We'd love to see:

• A track record of successfully leading teams and managing key performance indicators in a highly regulated environment.

We are proud to be an Equal Employment Opportunity employer.  We champion diversity and are committed to building a team that represents a variety of backgrounds, perspectives and skills.  At SWORD, we believe that diversity and inclusion among our applicants and teammates is critical to our success as a global company.  The more inclusive we are