S&O

Strategy & Operations Manager

Permanent, full-time opportunity

Location: Remote (Canada), Toronto preferred

About us

Frida is Canada's largest online clinic for adult ADHD. ADHD is one of the most treatable conditions in medicine and one of the worst-served. Adults can wait 12 months for an assessment in the public system and many never get treatment. We assess, diagnose and treat adults who've spent years on waitlists or being told their symptoms aren't real and we do it in weeks, not years.

More than 10,000 patients have trusted us with their care and our satisfaction score sits at 98%. We’re a startup graduating to scaleup, which means the next chapter of Frida gets built by the people here now.

Travel Required: None, remote. We have an office in Toronto but it’s optional.

Who we hope to find:

We're looking for a Strategy & Operations Manager to own how Frida grows and how we measure it. You'll report directly to Frida's CEO and work across strategy, analytics and operations — the whole business, not one silo of it. You'll own the analytics of our end-to-end patient funnel, so when the CEO asks why conversion moved you'll know the answer.

This is an individual contributor role with no direct reports or managerial responsibilities. Success in this role comes through insight, execution and outcomes, not people leadership. You'll partner daily with clinical, customer support and engineering leads and because we're a small team, the work you scope is the work you ship. As the business grows, there will likely be opportunities to expand into people management or expand scope as an individual contributor.

In this role, you'll make an impact by:

Driving Strategic Growth

• Leading the planning and execution of strategic projects that grow Frida, such as expansion to new provinces, new services and new acquisition channels. You own the outcome, not just the planning.
• Working directly with clinical, support and engineering leads to scope, sequence and unblock those projects, and bringing data-informed recommendations to leadership on what to do next.

Owning the Patient and Operational Efficiency Reporting Funnel

• Owning end-to-end measurement of the patient funnel: conversion, onboarding, retention and clinical efficiency. You're responsible for the accuracy and integrity of our measurement and reporting so leadership can trust the numbers.
• Generating insight beyond the dashboard by finding the trends, diagnosing the root causes, and then working with cross-functional leaders to fix things.
• Pressure-testing unit economics and operational performance on a regular cadence, and executing the improvements you find.

Keeping the Business Running and Automating Operational Workflows

• Keeping the day-to-day running with hands-on clinician scheduling and patient lifecycle comms and then automating yourself out of it. The goal is AI-enabled workflows with very light manual effort, not doing this by hand forever.

We need someone who has:

• 4+ years in management consulting, high-growth startups or a similar scrappy entrepreneurial environment
• SQL skills you can use on day one, you can pull your own data and can independently run analyses
• A track record of turning analysis into a decision leadership agreed to
• Resourcefulness and persistence, you leave no stone unturned
• Clear writing and communication with patients, external partners and cross-functional internal teams
• High tolerance for ambiguity and rapid change
• Project management instincts — you create clarity and momentum where there wasn't any, and you aren't afraid to roll your sleeves up and get into the details
• A genuine interest in fixing painful problems. Skills matter, and we care just as much about character.

It would also be great if you have:

• Experience in Canadian healthcare or its regulatory environment
• Experience building analytics or reporting infrastructure — dashboards, pipelines, semantic layers
• Hands-on use of AI tools to kill manual work
• Experience with email or lifecycle marketing platforms