About the role
We’re hiring a Product Operations Lead to own and improve the workflows that power Locata.
This is not a traditional operations role. As an AI-native full service company, our workflows are our product. You’ll be hands on in the day-to-day workflows, understand where and why things break, and turn those insights into more reliable systems. You’ll also communicate closely with clients on a daily basis to tune our systems and handle edge cases.
This role sits at the intersection of operations, product, and customer success. You’ll work directly with the founders to ensure operations run smoothly and successfully each day, while implementing systems that make them faster, more reliable, and increasingly automated over time.
What You’ll Do
- Own daily operations across referral workflows, including review and exception handling
- Triage issues across systems (EMRs, insurance portals, internal tooling) and ensure resolution
- Communicate with client teams to resolve special-case issues
- Identify patterns in failures and recurring edge cases
- Build and refine workflows, playbooks, and escalation paths
- Work closely with engineering to translate operational friction into product improvements
- Improve data quality and validation across the system
- Define and track key metrics such as error rates, turnaround time, and resolution time
- Create strategies to scale operations with a growing client base
