Location: Tel Aviv (Israel), or Austin (USA), or New York (USA) or Remote

Type: Full-time

About Ritual:

Ritual is a seed-stage consumer mental health startup backed by strong global VC funds, with a core focus on relationship health. We’ve shown early signs of product-market fit (PMF) and have supported thousands of couples through a novel combination of data-driven digital care & 1:1 guidance from therapists. We’ve recently hit a major growth curve and are transitioning from our foundational phase and now ready to scale our operations initiatives. We are looking for a dynamic individual with a hands-on approach, embodying a "builder phase" mindset, to lead these efforts and shape our operational structure from the ground up.

Role Overview:

The Head of Operations will spearhead the development of Ritual’s operational infrastructure to support our business strategy and expansion. This role involves strategic collaboration with our Product, R&D, and Growth teams, ensuring that operations enhance our core business goals. The ideal candidate will align closely with company founders and manage diverse teams and contractors, embodying a startup-builder mindset. You will work closely with the company founders, ensuring alignment with the company's vision & poised to leverage Ritual's network and resources to achieve strategic business objectives.

Key Responsibilities:

• Clinical Operations
  • Oversee the Head of Experts, who manages a growing team of over 40 therapists and facilitating integration with our digital products. Ensuring that our therapist infrastructure can scale up in line with our growth objectives.
    • Responsibilities include: hiring of experts, managing sufficient supply of expert availability, demand management, overseeing the scheduling system (overbooking, cancellations and wide array of scheduling issues), expert payments and supporting all efforts to ensure experts are fulfilling Ritual’s expectations in collaboration with Head of Experts.
• Membership Management
  • Lead a growing Customer Care team (7 people today), ensuring user membership processes align with Ritual’s operational policies, enhancing customer satisfaction.
    • Responsibilities include: Analyzing customer care metrics, identifying areas for product improvement, customer refunds, cancellations and dispute resolutions, case resolutions, session satisfaction, and issue tracking.
• Financial, Legal & Regulatory Operations
  • Coordinate with external legal counsel on compliance and regulatory matters impacting clinical operations, membership management, and broader company practices.
    • Responsibilities include: Collaborating with US and global legal firms to ensure compliance around consumer, wellness & clinical regulations as it relates to our terms of service & privacy policies. Maintenance of policies and procedures within guidelines and planning our legal strategy.
  • Manage financial aspects of expert operations, focusing on cost management, margin optimization and customer retention (including expert retention). Oversee support and payment solutions for experts, ensuring efficient and accurate financial transactions.
• Business Operations Strategy
  • Develop and implement scalable operations strategies that support Ritual’s growth and market expansion goals. Collaborate with leadership across Product, R&D, and Growth teams to integrate these strategies with overall business plans, ensuring that operational processes are not only efficient but also agile and responsive to dynamic market needs.
• Operational and Business Metrics
  • Track and analyze operational and business metrics using advanced analytics tools for continuous improvement. Engage with company executives and other key stakeholders to ensure visibility of key metrics and align operational strategies with overall business objectives.
    • Key metrics include: Gross Margin, expert:member ratios, churn and utilization rates, and other key company metrics you will design & build.

What we’re looking for:

• 5+ years of experience leading operations teams, with experience building early-stage foundational infrastructure being a must - B2C experience with marketplace-like business models will be a great
• A “Driver” - someone who can get people on board with their vision
• Experience in high-consideration products, preferably in healthcare.
• Someone able to quickly identify issues and think ahead
• A master at managing priorities, able to separate the chaff from the wheat
• An ace at building quick and strategic processes
• Strong "jack/jane of all trades" mentality with a process-focused approach.