Platform Operations Manager

About this role

As the
Platform Operations Manager
, you will be the backbone of our dual-sided

ecosystem. You will own the supply side of our platform while simultaneously ensuring a flawless care experience for our end consumers. This is a highly cross-functional role requiring a blend of strategic partner recruitment, financial mechanics (payout structures), and a relentless focus on customer satisfaction.

Key Responsibilities

• Actively participate in the 0-to-1 development and launch of the app, collaborating with Product, Engineering, and Design teams to ensure the platform is optimized for both audiologists and buyers from day one.
• Define and execute the strategy to scout, pitch, and sign-up licensed audiologists to join our digital platform.
• Maintain strong, long-term relationships with the provider community, ensuring high retention and active participation on the app.
• Design, implement, and optimize the financial compensation and incentive structures for participating professionals.
• Benchmark competitor rates and collaborate with Finance to ensure our payment models are both highly attractive to providers and commercially sustainable for the company.
• Own and report on key customer sentiment metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and service review ratings.
• Identify trends in customer feedback or dissatisfaction, escalating critical service issuesand sharing insights with the teamto continuously protect the consumer experience.

Qualifications & Experience

• 8 + years of experience in Platform Operations, Marketplace Operations, Partner Success, or a similarrole within a B2C startupor marketplace platform (e.g., Uber, Airbnb, health-tech, or telemedicine apps).
• Direct experience working within or managing customer databases of 500,000 to 1,000,000+ users. You are highly comfortable using data/CRM tools to segment users, monitor satisfaction trends, and extract actionable insights at scale.
• Proven ability to build ...