Contents

About Fella Health

**Fella Health helps middle-aged men live 10 years longer.**

We're the telemedicine clinic that understands bigger guys. We start by solving their most pressing healthcare need through GLP-1 medication, then stay with them for the long haul. Think of us less as a weight loss company and more as a life transformation partner.

Where are we now?

• We’ve grown >1000x since Aug 2021, >180x since Sept 2022, >10x since Nov 2023.
• We’ve just surpassed $30M ARR.
• As a company, we’ve been cashflow positive for the last 18mo.
• We’re approaching 10,000 fellas with high NPS.
• We're backed by top healthcare & consumer investors:
  • Y Combinator
  • Global Founders Capital — backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet
  • AngelList Early Stage Fund (backed by Naval Ravikant)
  • BrandProject (venture-builder behind 2 unicorns)
  • The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)

Where are we going?

We will have served 10 million customers by the end of 2028. That's not a random number – it's our mission. We're still a young startup moving at intense speed. This is still Day 1, and we have a long way to go.

You can read more about working at Fella here: https://fella.notion.site/Working-at-Fella-14a2ac8575d34d148d009bb410387af4

The opportunity as Head of Operations

Fella Health is building a world-class team.

As Head of Operations at Fella, you’ll start by running our telemedicine clinic. Your fundamental role is to keep fellas happy 😊

For the first few quarters, you’ll run our clinical ops end-to-end. You’ll rapidly & efficiently scale a compliant telemedicine clinic with industry-leading metrics for Activation, Retention, and Referral. You’ll have your work cut out to constantly guide automations so we can continue growing >7% WoW indefinitely. You’ll work with our existing Medical Support team to ensure DRIs are clear and SLAs are being met. You’ll scale our provider network and ensure we have great clinical systems. You’ll get your hands dirty, build out a high-performing team, constantly be learning, and withstand the pressure of competing priorities under rapid growth.

Great performance in the role means we can rapidly scale our clinic to 100k (happy) patients.

By the end of 2024, once you’ve mastered leading clinical operations, you may upskill/hire a Head of Clinical Operations who would replace you & report to you, and you’d then oversee the entire Operations & Product of our company: Clinical Ops, Medical Expansion, Pharmacy & Supply Chain.

If you nail the role, you’ll be a top candidate for our future COO hire.

This is a full-time, fully remote role, and you’ll work async in the timezone of your choice — as long as you’re around until midday Pacific Time for calls as needed.

This is a senior role. You’ll report directly to me, Richie :) (our CEO) You’ll work very closely with our Clinical Ops Lead (Arvee Sese) and our Clinical Systems Lead (JC Maglaque) who will both report to you, as well as working closely with our Head of Engineering (Gzim Helshani).

Key responsibilities

<aside> 🎯 “You just build a fucking amazing experience. Make each step amazing. Make every decision in the long term interest of the fella. Give the fella massively more value than you take.” — a poetic extract from one of our advisors

</aside>

Clinical Operations end-to-end:

• Activation: You’ll get fellas their medication within 14 days of signup. You’ll ensure the UX is great from signup to their first dose: intuitive onboarding portal, streamlined medical form, easy labwork options, clarity on insurance coverage, rapid provider prescribing, automated medication ordering, overnight medication fulfillment, clear dosage instructions — all with reassuring communication to fellas. You’ll be obsessed with your activation KPIs.
• Retention: You’ll ensure fellas only leave upon reaching their goal weight, not due to poor service. This means async check-ins are comprehensive & regular, and refills are proactive & automated. You’ll be painfully aware of cohort churn numbers.
• Review/Referral: You’ll make fellas happy enough so they write a great review & refer others. You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly.
• Scale: You’ll work with engineering to guide systems & automations to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat. You’ll systematically review your team’s human-based workflows to constantly be automating as much as you can.
• Clinical systems: You’ll work closely with our Clinical Systems Lead & engineering team to ensure we have great tooling across the clinic: backend, careteam-facing, and fella-facing.
• People: You’ll work with our Medical Support Lead to ensure we have all hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. You’ll work with the Medical Support Lead to audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas.
• Provider network: You’ll stay on top of provider capacity to ensure we don’t get blocked as we scale. You’ll work closely with providers to streamline their workflow & solve their issues. You’ll work with the recruiting team to select great-fit providers as we scale.
• Compliance: You’ll ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally.
• Economics: You’ll protect unit economics over time by ensuring all payments are going through, we get discounts on medication, provider workflow is streamlined, and clinic-wide workflows are automated to avoid careteam bloat.

By the end of 2024, once you’ve mastered leading clinical operations (above), you may then upskill/hire a Head of Clinical Operations who would replace you & report to you, and you’d then oversee several areas (each with its own DRI):

• Clinical Operations (as above)
• Medical Expansion:
• Pharmacy & Supply Chain: Overseeing this newly formed area as we become vertically integrated by owning our own medication supply.

KPIs

Activation

1-mo retention

• Current: 87% to 88%
• Target: 90% (Stretch: 95%)

Time-to-medication (% of new fellas who receive medication within 2wks)

• Current: 31.5% to 42.9%
• Target: 50.0% (Stretch: 90.0%)

Satisfaction

NPS

• Current: -2 to 41
• Target: 40 (Stretch: 90)

CSAT (/10)

• Current: 7.0 to 8.5
• Target: 8.5 (Stretch: 9.5)

Retention

Subscriber churn rate (%/mo)

• Current: 11.1% to 12.9%
• Target: 11.4% (Stretch: 5.0%)

Customer retention (cohort % at Xmo)

• Current
• Target

Need to have

Nice to have