The Opportunity: Join the team transforming how millions of people access musculoskeletal (MSK) care by leading the "Human Engine" of our Support Operations. As we bifurcate our operations into specialized Digital and Service Delivery functions, you will own the Service Delivery mandate: ensuring the empathy, complex resolution, and operational excellence of our human support teams. This is not a "maintain the status quo" role; we need a Builder and Fixer. You will inherit a high-performing team and be tasked with leveling up our operational rigor—repairing feedback loops with QA and L&D, shifting our culture from "monitoring dashboards" to "decision-making based on data," and grooming the next generation of leadership. You will be the architect of a support organization that scales with our rapid growth while maintaining the human touch that defines our member experience. What You'll Accomplish: - In your first 3 months: You will conduct a deep-dive assessment of the "Current State" across Member Support, Tech Support, and Internal Tools, building trust with your direct reports (level 1 and 2 managers) and establishing yourself as the primary owner of the "Human Workforce." - In y