At Tomorrow Health, we are reimagining the future of home-based care. We focus on improving the way individuals and their families manage home medical equipment and supplies. Our company is led by repeat founders who have built $3+ billion dollar businesses in healthcare and e-commerce, with institutional backing from Andreessen Horowitz and other exceptional VCs and founders. We know the incredible impact that each early hire can bring, and we’re looking for instrumental additions to our small, focused team.


We believe that a team’s strength is in its people. Our goal is to raise the industry standard for patient experience, and we realize this cannot be achieved without a team that reflects the vast diversity in race, ethnicity, gender, sexuality, and set of experiences and perspectives of the patients we serve. We believe in putting patients first, that many perspectives are stronger than one, and in treating those we serve just as we would our own family members. If you’re passionate about improving healthcare delivery, leveraging technology to serve people, and working in a collaborative, diverse environment, we hope you’ll join us. 

About the Role

As a key leader on our Operations Team, you will be working at the heart of what sets us apart. You will be managing our Customer Support team & our Care Advocates, our “secret sauce” in providing exceptional care and service to patients managing their health needs at home. Our Care Advocates work with patients to identify products best suited for their health and lifestyle needs, ensure patients’ needs are met from end-to-end, and empower patients to better manage their care at home. You will bring Customer Success best practices to our team, helping us create a best-in-class patient experience that is scalable. 

You'll be responsible for

  • Patient Experience: 
    • Ensure patients needs are met from end-to-end & all patients feel they have been advocated for 
    • Identify areas for improved patient experience, and collaborate with our Production Lead and Product Team to bring them to life.
    • Handle escalated patient cases with ease & professionalism. 
    • Memorialize a team ethos around patient-centricity and going above & beyond to delight patients. 
    • Proactively drive exceptional patient experience with a strong sense of urgency and advocacy 
  • Training & People Management: 
    • Establish & enact a robust QA and training program across the Care Advocate team 
    • Manage resource allocation and scheduling to optimize for internal team & patient satisfaction 
    • Modify & iterate on scripts and SOPs to improve key metrics & SLAs. 
  • Knowledge Management & Process Improvement 
    • Ensure that learnings from edge cases are captured & shared across the team to support our care model and implementation playbooks for the future
    • Create a culture of documentation—we need to build a knowledge management system that supports continued growth & scale, but doesn’t compromise on depth & quality of knowledge around a multitude of patient experiences.  
    • Ensure that all tools are being used for maximum efficiency, visibility across the operations & care stack, and patient experience 
    • Proactively address risks & issues with patient experience, and collaborate with team leads across the Operations stack to solve problems quickly and thoughtfully

Key Outcomes: 

  • Your success will be judged on the ability to create and maintain a best-in-class customer experience, ability to identify ambiguities and proactively seek out & create clarity, complete highly complex processes and workflows, and build creative solutions when processes break down 
  • Delivering on Key Metrics: 
    • CSAT 4+/5
    • NPS 75

About You:

  • An experienced CS leader (5-7 years experience) with deep comfort working in fast-paced, startup environments
    • You have hands-on leadership experience, and you’ve scaled and improved high-quality, efficient operations teams (ideally teams of 50+ people, managing multiple operational processes/workflows) 
    • You have excellent project/process management skills, and are always thinking about what can be better and faster 
    • You’re highly organized and able to manage multiple projects at once 
    • You can understand our patients’ pain-points & are driven to put our patients first 
    • Comfortable using a wide variety of technologies and systems 
    • Someone who thrives in a growth-stage environment, bringing order and process within a rapidly-changing ecosystem
    • Ready to get your hands dirty, recognizing that no task is too small in the effort to build a large and scalable organization
    • Someone with a strong sense of urgency & initiative—you find problems and build solutions without anyone asking you to
    • While healthcare experience is not necessary, an interest in learning the industry and its challenges is essential
    • You're an effective communicator with comfort talking to people all day
  • Comfortable using a wide variety of technologies and systems (ZenDesk, Kustomer, Google Suite, Retool) 

Nice to Have, But Not Required: 

  • Experience managing a remote team 
  • Experience in healthcare 
  • Experience with call center operations
How we work
We've designed & built our culture around a set of core values. We look for candidates who embody those values and will help bring them to life through their work. As part of the interview process we share those values with candidates and actively search for people who would thrive in our environment. At a high level, our values are:
  • Fight like hell for patients
  • Change the system from within
  • Report to the goal
  • Be the catalyst
  • Work hard and work smart
  • Do more with less
  • Assume best intent
  • Aim high and dream big

Apply for this Job

* Required

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Tomorrow Health are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.