Wally Health
Member Operations Lead
Summary
Wally is a fast-growing startup building the future of dental care with innovative technology and membership-based services. The Member Operations Lead will scale a hospitality-driven member experience by optimizing scheduling, maximizing studio bookings, and improving operational processes as the company expands to 50+ locations.
What you'll do
Own schedule utilization to ensure studios are fully booked and members can get the appointments they need when they need them.
Develop and iterate processes that improve the booking experience while maximizing utilization of studio availability.
Co-create AI and technology tools with the engineering team to scale operations across expanding locations.
Interact directly with members to fill last-minute appointments and handle urgent scheduling requests.
Serve as the final escalation point for complex member issues and de-escalate challenging situations.
Analyze member feedback and operational data to identify friction points across the member journey.
Update existing processes and develop new approaches to deliver high-end hospitality before and after studio visits.
Partner with studio operations and clinical teams to translate location updates into scheduling implications.
Provide feedback to Product, Marketing, and Clinical Operations teams on member issues and opportunities to improve acquisition and retention.
Requirements
2–5+ years of experience in operations and/or consulting.
Customer-facing experience, preferably in hospitality, restaurant, or retail environments.
Experience in a startup, D2C, or fast-growing environment.
Demonstrated data analytics skills.
Excellent written and verbal communication skills.
Resourceful, solutions-oriented, and calm under pressure.
Ability to empathize with members, de-escalate issues, and document playbooks for new teammates.
Hospitality-centered, quality-focused mindset with a strong bias toward outcomes.
Conditions
Competitive compensation including equity.
Health insurance.
Mentorship from a top-tier startup team, working closely with the Head of Operations and COO.
Opportunities for professional growth and development as the company expands.
Application process: apply via LinkedIn and email a resume with a brief note of interest.