Director, Member Growth Operations

ABOUT LEAP Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal. Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. Leap tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for. We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care. ABOUT THE ROLE Leap Health's Clinical Operations function, spanning Intake Operations, Care Operations, and Care Guide, is scaling 3x by year-end, and this role exists to give that growth a strategic engine, not just operational coverage. The primary mandate is growing member activation, with about 60% of the role focused on activation and 40% on operational improvement. The Director of Member Growth Operations owns the company's highest-value cross-functional initiatives end to end: member activation experiments, condition-specific experimentation, and large client launches. This person operates as the project lead and charter owner for that work: designing the experiment, defining success metrics and owners, and driving it across Clinical Operations and stakeholders including Client Success, Marketing, Data & Analytics, and Engineering. Where the Strategy & Operations Manager executes and refines the existing playbook, this person builds the next one. Reporting to the Head of Member Operations and Strategy, this role extends that function's ability to take on efforts that no single team owns. Based in New York City. Hybrid, with at least 2 days per week in office, and travel to markets as needed. KEY RESPONSIBILITIES MEMBER ACTIVATION & EXPERIMENTATION - Own the charter and execution of Leap's highest-value cross-functional efforts, with member activation as the top priority: activation experimentation, condition-specific experimentation, large client launches, acting as the project lead from design through results - Design structured experiments: define hypotheses, success metrics, timelines, and owners before work begins, and turn results into decisions leadership acts on - Test and scale activation levers that sit outside traditional marketing and sales channels - Drive alignment across Client Success, Marketing, Data & Analytics, and Engineering to keep company-wide initiatives moving, unblocking stalls wherever they show up CLINICAL OPERATIONS PARTNERSHIP - Partner closely with the managers of Intake Operations, Care Operations, and Care Guide to make sure initiatives and experiments are executed as designed within their teams - Serve as an informal escalation point when execution isn't tracking, without formal reporting authority over those teams - Own the operational systems that support activation, including QA, patient journeys, data insights, and nursing partner pricing - Build the operating models and playbooks that the Strategy & Operations Manager and team managers run day to day STRATEGIC PARTNERSHIP TO LEADERSHIP - Act as a thought partner to the Head of Member Operations and Strategy on the direction of Clinical Operations and member activation - Take ambiguous, company-wide problems and turn them into structured plans with clear owners, metrics, and timelines - Represent Clinical Operations in company-wide strategic conversations QUALIFICATIONS REQUIRED: - 6-8+ years of experience in Growth, Product, Business Operations, Strategy, or Consulting, combined with meaningful hands-on operating experience at a startup - A track record of designing and running structured experiments and translating results into decisions, ideally ones that moved a growth metric like activation, conversion, or engagement - Experience leading complex, cross-functional initiatives without formal authority over every stakeholder involved - Comfortable owning ambiguous, company-wide problems end to end, from framing through execution to results - Operationally tech-savvy. You have built dashboards yourself (Looker, Omni, or similar) and are comfortable getting hands-on with tooling. PREFERRED: - Experience scaling operations through a 3x+ growth period - Has managed people directly, or is looking to build toward it - Healthcare, benefits, or other regulated-industry experience, especially working knowledge of eligibility, benefits, and prior authorization At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you. Leap is an equal opportunity employer and welcomes applicants from all backgrounds. We’re committed to building a team that reflects a diversity of perspectives, experiences, and identities.