Knowtex

• Manage the end-to-end relationship with VA stakeholders across VistA, EHRM, and CDW system teams • Navigate ATO processes, FISMA compliance requirements, and Section 508 accessibility standards • Lead Performance Work Statement (PWS) negotiations and contract modifications through the Tungsten Network • Coordinate with technical teams on VistA/CPRS integration milestones and deployment schedules • Develop relationships with other federal healthcare agencies (DoD, IHS, CMS) • Partner with implementation teams to ensure successful rollout across VA medical centers • Translate federal compliance requirements into actionable product roadmap items • Support RFP responses and capability demonstrations for new federal opportunities

Title: Chief of Staff Location: San Francisco Department: Operations Job Description: About Knowtex Knowtex is building the future of voice AI for clinical care — transforming how documentation happens at the point of care so clinicians can focus on what matters most: their patients. Founded by Stanford AI scientists with deep clinical expertise, we're scaling rapidly across commercial health systems and federal healthcare, bringing our ambient documentation platform to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, and we're building the team to match. The Role We are looking for a sharp, resourceful Business Operations Manager to serve as a force multiplier for our Head of Operations. This is a high-ownership, high-visibility generalist role designed for someone who thrives on complexity, moves fast, and brings structure to ambiguity across multiple operational domains. You will own critical workstreams across marketing operations, people operations, compliance, tooling, and vendor management — reporting directly to the Head of Operations and interfacing closely with senior leadership. This is an ideal opportunity for an experienced operator who wants to make a real impact at a high-growth company in healthcare AI. What You’ll Do Marketing & Conference Operations - Own end-to-end conference planning and logistics: venue coordination, booth setup, inbound/outbound shipping tracking, and on-site team support - Manage conference and event budgets, tracking spend against ROI metrics to inform future investment decisions - Coordinate team travel for conferences and company events, including flights, hotels, and full itineraries - Plan and execute internal team events and offsites - Manage the company’s social media presence: scheduling posts, maintaining brand consistency, and assisting with announcements across channels - Run paid ad campaigns and outbound outreach campaigns, tracking performance against defined KPIs and target audiences - Support executive scheduling and outreach, including booking meetings with C-level prospects and partners People Operations & Recruiting - Lead team-building from 0→1: support hiring planning, manage job postings, run recruiting pipelines, and coordinate interviews end-to-end - Conduct initial resume reviews and surface strong candidates to hiring managers - Own onboarding and offboarding logistics, ensuring a smooth experience for new hires and departing team members - Assist with benefits administration and open enrollment coordination - Manage day-to-day activity in HR and recruiting platforms (Rippling, Ashby, Greenhouse, Lattice, Every.io, or similar) - Support performance review cycles, helping managers stay on track with timelines and documentation Compliance & Security Awareness - Operate with a strong understanding of high-trust and security-sensitive environments relevant to Knowtex’s business, including SOC 2, ISO 27001, HIPAA, and FedRAMP - Ensure internal tools, processes, and vendor relationships meet applicable compliance requirements - Support audit preparation and documentation for ongoing compliance programs - Surface and escalate potential compliance gaps across operational workflows OKRs, Metrics & Dashboards - Support the Head of Operations in building and maintaining OKR and KPI frameworks across teams - Ensure appropriate metrics and reporting dashboards are in place and kept current - Help track progress against company and team-level goals, flagging risks and gaps proactively Vendor & Contract Management - Manage vendor relationships and assist with contract negotiation, renewals, and documentation - Track vendor obligations and SLAs, ensuring the business is protected and well-served - Coordinate with legal and finance stakeholders on contract review and execution Tooling & Systems Administration - Serve as the company’s subject matter expert (SME) for all operational tools and software platforms - Own tool administration, access management, and onboarding/offboarding provisioning - Evaluate tools for compliance fit and security requirements before adoption - Proactively identify and execute tool integrations to improve cross-functional workflows - Document and maintain operational processes and SOPs as the company scales What We’re Looking For - Located in the San Francisco Bay Area with availability for a hybrid schedule (2 days/week in-person) - 4–7 years of experience in an operations, people ops, marketing ops, or coordinator role, ideally at a startup or high-growth company - Demonstrated experience supporting or building a team from 0→1, including recruiting, onboarding, and offboarding - Hands-on experience with HR and people operations platforms: Rippling, Ashby, Greenhouse, Lattice, Every.io, or equivalent - Working knowledge of high-trust compliance environments: SOC 2, ISO 27001, HIPAA, and/or FedRAMP - Experience building and managing OKR and KPI frameworks, with a bias toward data-informed decision-making - Familiarity with vendor and contract management processes - Comfortable owning tool administration and exploring integrations without heavy technical hand-holding - Experience in conference/event planning, including budget management, logistics coordination, and ROI tracking - Proactive, low-ego, and ownership-oriented — you notice what needs to be done and you do it - Strong attention to detail, especially with financial, HR, and compliance documentation - Clear, concise written and verbal communication; discretion when handling sensitive information Bonus Points For - Experience with social media management, paid ad campaigns, or demand generation - Background in finance support: invoicing, AR/AP, or working alongside fractional CFOs or CPAs - Familiarity with project management tools such as ClickUp, Notion, or Jira - Experience in healthcare, health-tech, or federal contracting environments - Comfort with CRM tools and executive-level scheduling and outreach What You’ll Get - A front-row seat to how a high-growth healthcare AI company operates across every function - A clear growth path with natural specialization opportunities in people ops, marketing ops, GTM, financial ops or security and compliance - Meaningful equity compensation - Unlimited PTO - Health, dental, and vision coverage - 401(k) plan - Hybrid schedule with 2-3 days/week in-person in San Francisco

• Serve as first point of contact for healthcare staff submitting support tickets via phone, email, or chat • Triage and prioritize incoming requests based on urgency and patient care impact • Troubleshoot and resolve Tier 1 issues including login/authentication problems, account setup, audio quality, template usage, and general platform navigation • Escalate complex or unresolved issues to the Customer Support Specialist or Program Manager with thorough documentation • Follow established SLA guidelines, targeting critical issue resolution in <2 hours and standard issues in <24 hours • Maintain accurate, detailed ticket records in the ticketing system (e.g., Zendesk, ServiceNow, or Jira)

• Design and implement a comprehensive onboarding program that can scale from 200 to 7,500 users in 90 days while maintaining 80%+ activation rates within 7 days of training • Create both synchronous and asynchronous training pathways that serve clinicians across experience levels, specialties, technical proficiency, and geographic locations (urban VAMCs to rural CBOCs) • Develop training materials, job aids, video tutorials, and support documentation that meet Section 508 accessibility compliance standards • Build the Site Point of Contact (POC) engagement model, including weekly information forums, office hours, and barrier mitigation processes • Establish metrics, dashboards, and reporting systems aligned with the RE-AIM evaluation framework (Reach, Effectiveness, Adoption, Implementation, Maintenance) • Partner with VA leadership, ILEAD (Institute for Learning, Education and Development), and VA Training Management System (TMS) teams to integrate Knowtex training into VA's ecosystem • Achieve and maintain target metrics: 80% activation rate within 7 days of training, 80% recording initiation rate within 7 days of activation, 75% utilization rate across eligible appointments, 85%+ training satisfaction scores, 75% user retention at 90 days post-training • Identify, recruit, and develop Site Champions - peer advocates who accelerate adoption within their facilities • Conduct root cause analysis on low-adoption sites and deploy targeted interventions to overcome barriers • Monitor equity metrics to ensure consistent access and outcomes across rural/urban sites, specialties, and clinician demographics • Lead executive stakeholder engagement, presenting data-driven insights to VISN leadership and VA executives • Design and facilitate virtual office hours, Q&A sessions, and community building events • Monitor implementation fidelity across 9 VISNs and dozens of VA sites, ensuring consistent quality while allowing for necessary local adaptations • Collect, categorize, and prioritize implementation barriers through Site POC forums, support tickets, and user feedback • Collaborate with Product, Engineering, and Support teams to translate user insights into product improvements and support enhancements • Ensure all training materials, recordings, and documentation meet Section 508 accessibility standards through regular audits • Track cost efficiency metrics (license utilization, cost per note generated, training resource efficiency) • Develop strategies to maintain 75%+ user engagement beyond 90 days post-training • Integrate Knowtex training into VA's new hire onboarding processes, achieving 100% of new clinicians trained within 30 days • Create a content management system that enables continuous improvement of training materials based on user feedback, feature updates, and workflow evolution • Build train-the-trainer programs that enable Site POCs and Champions to provide frontline support • Document and disseminate best practices from high-performing sites across the enterprise • Develop the organizational infrastructure to scale from 7,500 to 150,000 users over 3 years • Conduct daily reviews of critical metrics: active users, notes generated, system uptime, support tickets • Perform weekly analysis of utilization trends, training effectiveness, Site POC engagement, and emerging barriers • Deliver monthly reports on comprehensive Reach metrics, equity analysis, implementation quality, and strategic recommendations • Lead quarterly RE-AIM framework assessments with complete data analysis, ROI calculations, and strategic planning • Use data to drive continuous improvement in training content, support models, and engagement strategies

• Conduct live virtual training sessions for VA clinicians across specialties (physicians, NPs, PAs, pharmacists, mental health providers) • Deliver train-the-trainer sessions to build capacity among Site POCs and Clinical Champions • Lead virtual office hours and Q&A sessions providing just-in-time support and peer learning opportunities • Provide one-on-one coaching for clinicians struggling with adoption or complex workflow scenarios • Adapt training delivery based on audience needs (primary care vs specialty, tech-savvy vs novice users) • Coordinate training schedules with Site POCs and VA Training Management System (TMS) administrators • Track training attendance, completion rates, and satisfaction scores • Gather feedback from training participants to inform continuous improvement • Assist in updating training materials based on product updates and user feedback • Support integration of Knowtex training into VA's formal education infrastructure (ILEAD, TMS) • Identify and recruit Site Champions who can accelerate adoption within their facilities • Develop Champion engagement strategies and provide ongoing mentorship • Facilitate peer learning sessions where successful users share best practices • Create and maintain a Clinical Champion community of practice • Serve as the credible clinical contact for VA clinicians, Site POCs, and department leads • Conduct clinical workflow assessments at VA sites to identify integration opportunities and barriers • Provide specialty-specific guidance on integrating ambient AI into clinical documentation workflows • Address clinical concerns and questions from frontline providers with empathy and clinical credibility • Participate in VA medical staff meetings and clinical leadership forums as needed • Monitor user feedback and star ratings to identify clinical quality concerns • Review AI-generated documentation examples with users to ensure clinical accuracy and completeness • Escalate patient safety concerns or documentation quality issues to leadership promptly • Support clinical quality assurance activities including chart reviews when requested • Help clinicians understand best practices for reviewing and editing AI-generated notes • Guide clinicians through pre-encounter setup, template selection, and workflow optimization • Troubleshoot clinical workflow challenges (consent processes, template usage, EHR integration touchpoints) • Translate clinical practice realities into actionable feedback for Product and Engineering teams • Support development of specialty-specific workflows and templates based on frontline insights • Support site go-lives by providing clinical presence during launch periods • Conduct post-training check-ins with clinicians to identify early adoption barriers • Monitor activation rates, recording initiation rates, and early utilization patterns • Deploy targeted interventions for users who haven't activated or recorded within expected timeframes • Participate in Site POC Information Forums, sharing insights and gathering barrier feedback • Track user engagement metrics (30-day active users, recording frequency, sustained use rates) • Identify struggling users or low-adoption sites requiring targeted support • Conduct proactive outreach to at-risk users (non-activators, inactive users, declining usage) • Implement "we miss you" campaigns and re-engagement strategies • Document successful adoption strategies and share across implementation team • Collect and categorize implementation barriers from Site POCs, users, and support tickets • Conduct root cause analysis on recurring clinical workflow or adoption challenges • Escalate systemic barriers to Director of Customer Delivery with recommended solutions • Collaborate with Support team to resolve technical issues affecting clinical workflows • Participate in sprint retrospectives and continuous improvement discussions • Track and report on training metrics (attendance, satisfaction, time-to-activation) • Monitor clinical quality indicators (star ratings, user feedback themes, editing patterns) • Collect qualitative feedback during office hours and site visits • Document best practices and case studies from high-performing sites • Support quarterly RE-AIM evaluation data collection activities • Prepare site-specific utilization summaries for Site POCs • Contribute clinical insights to weekly team reports • Document lessons learned and recommendations for training/implementation improvements • Participate in customer business reviews when clinical perspective is needed

• Build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters. • Responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement. • Hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale. • Work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.

• Design and lead support program infrastructure • Manage technical issue resolution and escalation • Directly manage Customer Support Technician and recruit new talent • Build and maintain knowledge base to reduce ticket volume • Monitor customer health indicators and coordinate retention interventions

• Design clinical workflows optimized for ambient documentation across specialties • Configure documentation templates for oncology, orthopedics, gastroenterology, and other specialties • Validate AI-generated notes against E&M coding requirements and MDM levels • Lead Epic Community Connect and Nordic partnership implementations • Train clinical staff on best practices for voice documentation • Develop specialty-specific implementation playbooks • Collaborate with ML teams to improve clinical accuracy and relevance • Support Clinical Decision Support (CDS) Console deployments • Analyze documentation patterns to identify optimization opportunities • Interface with EMR vendors for certification and integration requirements