Program Operations Lead

This is a fully remote opportunity. 

Gradient AI:    

Gradient AI is revolutionizing Group Health and P&C insurance with AI-powered solutions that help insurers predict risk more accurately, improve profitability, and automate underwriting and claims. Our SaaS platform taps into one of the industry’s largest data lakes—tens of millions of policies and claims—to deliver deep, actionable insights. Trusted by leading carriers, MGAs, TPAs, and self-insured employers, Gradient AI has grown rapidly since our founding in 2018. Backed by $56M in Series C funding, we're scaling fast—and it's an exciting time to join the team. 

About the Role: 

Gradient AI is looking for a Program Operations Lead to own project and case management across our health underwriting products. This person will manage a portfolio of clients from implementation through ongoing service, driving cross-functional coordination, process improvement, ad reporting so our operations run proactively rather than reactively. 

How You Will Make an Impact 

• Own project and case management across our health underwriting products, managing intake, categorization, prioritization, assignment, and end-to-end tracking of work, from implementations and data refreshes to ongoing service deliverables, business reviews, and standalone client requests. 
• Maintain a centralized, client-by-client view of status, timelines, dependencies, risks, and priorities across the portfolio, keeping work coordinated and tracked through completion. 
• Partner closely with cross-functional teams, including Product, Data Science, Data Engineering, Implementation, QA, and Client Executives, to drive follow-through, confirm progress, surface blockers, and resolve issues without relying on formal authority or unnecessary escalation. 
• Champion continuous process improvement and automation across project and case management, building deep fluency in tools like Salesforce, Jira, and spreadsheet trackers to identify where we can streamline and automate. 
• Transform how we manage projects and cases by connecting workflows and data across systems and building scalable solutions that improve tracking, reporting, and end-to-end visibility, reducing reliance on manual, fragmented processes over time. 
• Build and maintain standardized, data-driven reporting on ticket volume, aging, bottlenecks, resolution rates, workload, and other KPIs to give teams and leadership actionable visibility. 
• Help evolve the function from reactive coordination to a proactive, data-driven operating model by identifying process gaps and implementing solutions that increase efficiency, accountability, and visibility. 

Skills Needed to Succeed 

• 7+ years of experience, ideally in service delivery, implementation management, issue and case management, or project and program coordination. Experience at a software or SaaS company is expected, and insurance industry experience is a plus but not required. 
• Strong working knowledge of Jira, Excel, and Salesforce, with the ability to build and maintain reports, dashboards, and trackers, not just use them, along with strong working knowledge of project and case management tools broadly, including the ability to evaluate, configure, and improve workflows, tracking, reporting, and automation within these platforms. 
• A track record of improving or automating manual reporting and tooling processes, rather than just maintaining what already exists. 
• Comfortable managing many concurrent workstreams with different owners and no single defined end date. 
• Strong organizational skills and follow-through, with the ability to hold cross-functional teams accountable without direct authority over them. 
• Clear written and verbal communication skills, with the ability to translate ticket-level detail into portfolio-level visibility for leadership. 

What We Offer: 

• A fun, team-oriented startup culture. 
• Generous stock options — we all get to own a piece of what we’re building. 
• Unlimited vacation days. 
• Flexible schedule that supports working from home. 
• Full benefits package includes medical, dental, vision, 401k, paid parental leave, and more. 
• Ample opportunities to learn and take on new responsibilities. 

We are an equal opportunity employer. 

Salary Range: $130,000-160,000 base salary annually. 
This role is also eligible for an annual performance bonus, equity grant, and a comprehensive benefits package. In accordance with the Massachusetts Pay Transparency Law, we are providing a good-faith salary range for this position at the time of posting. The actual salary offered will depend on the level at which the candidate is hired, as well as their experience, skills, qualifications, and location. Compensation may grow over time through merit-based increases, promotions, and company-wide adjustments. If your salary expectations fall outside this range, we still encourage you to apply so we can have a conversation.