Fitt City

Customer Support

• Build and lead the customer service function, including hiring, training, and managing a high-performing team
• Define the end-to-end customer support experience across email, phone, chat, and in-app channels
• Implement and manage customer service platforms (HubSpot, Shopify, Salesforce)
• Design and optimize workflows for support, returns, replacements, and issue resolution
• Establish SLAs, quality standards, and performance metrics for the team
• Implement modern tools including AI chat, automation, and ticket routing while maintaining a high-touch experience
• Partner closely with product, engineering, and operations to resolve issues and improve the customer experience
• Develop knowledge bases, self-service tools, and support content
• Ensure a seamless experience across hardware (device) and software (app) support
• Turn customer feedback into actionable insights to inform product and operational improvements

Director of Customer Experience – Healthtech

Operations

• Own and build the end-to-end sales operations function across DTC and B2B channels
• Manage and optimize core commercial systems, including HubSpot, Shopify, and Salesforce
• Oversee DTC order flow, including ecommerce operations, payments, and customer order lifecycle
• Partner closely with contract manufacturers to align demand planning, production, and fulfillment
• Lead demand forecasting and inventory planning in coordination with manufacturing and finance
• Manage shipping and fulfillment operations, ensuring a high-quality customer delivery experience
• Support B2B sales efforts through quoting, invoicing, and deal desk operations
• Build scalable processes for order management, revenue tracking, and reporting
• Establish KPIs and dashboards to drive visibility into performance across channels
• Identify and implement automation and tooling to improve efficiency and accuracy

VP of Sales Operations – Healthtech

Account Manager

• Work closely with the executive team to keep priorities aligned
• Improve coordination across content, talent, AIIR, partnerships, and other platform initiatives
• Create and manage the operating rhythms that keep the business moving
• Track key priorities, decisions, and follow-through
• Make sure important opportunities do not stall or fall through the cracks
• Lead special projects and initiatives that span multiple parts of the business
• Take ideas from discussion to execution without needing constant oversight
• Step into ambiguous situations, create structure, and move work forward
• Own timelines, deliverables, communication, and next steps across high-priority initiatives
• Help leadership stay focused on what matters most
• Identify where process, communication, or ownership is breaking down
• Create practical systems that improve visibility, accountability, and execution
• Build workflows that help momentum move across the platform
• Improve how information, opportunities, and follow-up are shared across teams
• Review inbound opportunities, requests, intros, ideas, and partnership conversations
• Assess fit, urgency, and strategic value
• Filter what matters, redirect what doesn’t, and elevate the right things to leadership
• Own follow-up and next steps when opportunities are worth pursuing
• Act as a strong extension of the executive team in both internal and external communication
• Lead the development and launch of Fitt Insider's digital and in-person community and membership program
• Run with projects like events, partnerships, activations, launches, or new engagement efforts
• Coordinate small and mid-sized events from concept through execution
• Support partnership development and implementation
• Help execute cross-platform campaigns and strategic moments
• Stay close to the people, companies, and trends shaping health and wellness
• Proactively identify emerging talent, rising executives, breakout companies, and high-value operators
• Know when to reach out, build a relationship, or create a touchpoint before there is an immediate need
• Help Fitt stay visible and relevant with the people who matter most
• Surface new relationships, opportunities, and market signals to the executive team
• Turn industry awareness into proactive outreach and action
• Own and expand a recurring series of curated executive gatherings across health, wellness, and fitness

Head of Strategic Initiatives – Partnerships, Community

Account Executive

• Develop deep knowledge of the product, market, and ROI to effectively position value
• Build and manage a high-quality pipeline by identifying and nurturing ideal prospects
• Drive full-cycle sales: demo, close, onboard, and expand accounts to meet quarterly goals
• Lead onboarding and training to ensure strong adoption and ongoing engagement
• Partner with internal teams to share customer feedback and influence product improvements
• Organize and support webinars, roundtables, and educational sessions for prospects and customers
• Attend industry events and conferences to build pipeline and strengthen relationships
• Share sales insights and best practices to support broader team success

Risk

• Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools
• Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed
• Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity
• Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints
• Own dispute operations end-to-end, including the “minutiae”: monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management
• Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction
• Analyze dispute reason codes and inquiry drivers; implement prevention tactics (policy/process changes, product nudges, data sharing with Support/Ops) to reduce repeat disputes and friendly fraud
• Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health)
• Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy (where applicable), and policy updates
• Work closely with Product/Engineering/Data to translate patterns into tooling and product changes (signals, rules, internal admin tools, case management)
• Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

Fraud & Risk Operations Lead

• Manage day-to-day paid influencer partnerships end-to-end — briefing, contracting, content review, performance reporting, and cross-functional coordination with creative and paid media teams
• Identify, evaluate, and onboard new creator partners whose audiences are clinically curious and evidence-driven
• Develop clear, compelling briefs that translate our brand voice and product science into authentic creator content
• Analyze content performance and provide actionable insights to continuously optimise influencer strategy and spend — focused on conversions, not just reach
• Maintain an organized influencer database: contact details, campaign history, content deliverables, and performance data
• Scale our existing affiliate program — recruiting and activating new partners across relevant tiers, driving consistent revenue growth
• Own and grow our health provider program, expanding our network of RDs, dietitians, functional medicine practitioners, naturopaths, and allied health professionals
• Manage program operations: partner onboarding, communications, tracking, payouts, and compliance
• Develop partner-facing materials — guides, product education toolkits, content assets — that make it easy for affiliates and providers to represent us accurately and credibly
• Identify new recruitment channels and outreach strategies to bring in quality partners at scale
• Build and manage an engaged partner community across influencers, affiliates, and health providers — fostering long-term relationships, not just transactional ones
• Run ongoing welcome sessions for new partners to set them up for success from day one
• Manage community platforms (e.g. Slack, Circle, or similar) to keep partners connected, informed, and motivated
• Organize quarterly virtual or in-person touchpoints offering partners direct access to the founders — a differentiated benefit few brands can offer
• Coordinate ongoing health provider education sessions covering product science, clinical context, and Q&As to deepen provider confidence and advocacy
• Maintain a community events calendar — campaigns, education moments, product launches, and milestone celebrations — to keep the partner ecosystem active year-round
• Develop monthly seeding target lists, identify high-potential creator and provider recipients, and manage delivery and follow-up to maximize organic visibility
• Support planning and execution of influencer activations and brand events, managing partner logistics, communications, and on-site coordination as needed
• Identify co-marketing and community event opportunities that strengthen relationships across the partner network

Influencer & Affiliate Partnerships Manager

Sales

• Lead commercial expansion in the United States
• Develop and execute structured market penetration plans targeting priority customer segments.
• Identify and prioritize beachhead segments including firefighters, biohackers, and longevity-focused consumers.
• Drive direct customer acquisition through field sales, partnerships, and distribution relationships.
• Build, maintain, and grow a portfolio of key customers and commercial partners.
• Maintain daily dialogue with new and existing customers to strengthen relationships and drive revenue.
• Identify and negotiate partnerships with distributors and strategic partners.
• Develop relationships with relevant organizations and service providers (e.g., diagnostics partners).
• Own CRM management and reporting (HubSpot currently implemented).
• Track sales performance, pipeline development, and commercial progress.
• Hire and manage initial commercial team members as the organization scales.

Sales Director – Supplements

Solutions Engineer

• Lead and develop the Solutions Engineering team, setting a high bar for technical rigor, customer experience, and cross-functional collaboration
• Define how Solutions Engineering supports the full customer lifecycle, from technical discovery and pre-sales architecture through handoff, implementation, and ongoing expansion
• Partner closely with GTM leadership to improve technical win rates and reduce friction in complex deals
• Serve as the senior technical advisor on high-priority opportunities and strategic partner relationships
• Guide technical discovery, solution design, and integration planning across customers and strategic partners
• Build scalable playbooks and frameworks for discovery, integration scoping, architecture design, security reviews, and launch readiness
• Improve predictability across deals by identifying technical risks early and ensuring implementation readiness before contracts are signed
• Partner with Product, Engineering and GTM to surface recurring product gaps and influence roadmap priorities
• Develop reusable architecture patterns, demos, and technical enablement assets that increase field productivity
• Ensure clean handoffs between pre-sales solutioning and implementation to improve launch timelines and customer outcomes
• Identify opportunities to simplify and standardize integration patterns across common partner and merchant use cases
• Hire, develop, and manage a high-performing Solutions Engineering team that multiple teams across the company
• Help define Truemed’s external technical narrative, ensuring prospects and partners understand how Truemed’s platform, workflows, and integrations deliver business value

Director, Solutions Engineering

Product Manager

• Own the App as a business, driving strategy, performance, and day-to-day execution.
• Set a clear app vision that ladders up to our brand and commercial objectives.
• Define and track KPIs across engagement, retention, subscriber growth, and revenue.
• Identify growth opportunities that deepen the connection between our digital and physical product ecosystem.
• Pursue and manage strategic partnerships that expand the app's reach and value.
• Lead new training program development with the Education team, keeping content compelling, on-brand, and built for the consumer.
• Own the end-to-end user experience, from sign-up to long-term retention, always pushing to make it better.
• Synthesize user feedback, performance data, and market trends into clear experience and content decisions.
• Drive the build-out of a fully integrated digital ecosystem that connects the app to our broader product world.
• Partner with the technology team to define, prioritize, and ship the feature roadmap.
• Translate business goals and user needs into clear, actionable briefs the tech team can execute against.
• Align with marketing to drive awareness, downloads, and subscriber conversion across channels.
• Keep product, content, and marketing moving in the same direction toward shared goals.
• Own the growth strategy, building initiatives that drive acquisition, activation, and long-term retention.
• Stay sharp on the competitive landscape and emerging trends in consumer fitness apps.
• Deliver regular performance reporting to leadership that is clear, honest, and forward-looking.
• Spot and close the gaps between what users expect and what the app delivers.

Growth Product Lead – Fitness App

Growth Marketing

• Own and scale paid media, creative process, CRO, and influencer strategy as one integrated growth system.
• Drive efficient customer acquisition by optimizing conversion rate, AOV, profit per visitor, and LTV:CAC.
• Lead creative strategy and experimentation across ads, funnels, and offers to unlock step-change growth.
• Manage and allocate acquisition budgets with precision, consistently prioritizing the highest-ROI opportunities.
• Build and operate a disciplined testing roadmap that compounds performance over time.
• Partner closely with Brand, Data & Analytics, and E-commerce to ensure alignment between growth, creative, and measurement.
• Maintain daily visibility into performance, acting decisively when results deviate from plan.

Director of Growth Marketing

Business Development Rep

• Demonstrate, promote and sell company products; strategically present functionality and key value propositions to prospective customers to meet and exceed sales quota.
• Develop and foster relationships; maintain close communications with existing and prospective clients to close sales and promote customer retention.
• Execute sales strategies; adhere to current and any updated strategies, KPI’s and policies.
• Meet and exceed targets; achieve monthly, quarterly, and annual individual and team sales quota and goals for new customer acquisition.
• Track progress and results; record prospect interactions and track goal attainment in CRM system.
• Research and understand target market; stay abreast of industry trends, best practices, and the company's overall market opportunity.

Business Development Associate

• Own the full sales cycle from first conversation through close and early expansion.
• Run consultative sales motions with clinicians, practice owners, and operators.
• Build deep product and domain fluency to operate as a trusted advisor.
• Develop repeatable sales processes while navigating early-stage complexity.
• Partner with marketing to refine ICP, messaging, and lead qualification.
• Pressure-test pricing, packaging, and contracts with real customers.
• Collaborate closely with product and design to share market insights and inform roadmap decisions.
• Help define tooling, metrics, and systems that scale with the business.
• Shape sales culture and set the standard for how the company sells.
• Balance structured execution with flexibility for complex or enterprise-leaning deals.
• Support hiring and mentorship of future sales team members as the function grows.

Founding Account Executive

Communications

• Define and evolve brand positioning, messaging frameworks, and voice across the organization.
• Build a cohesive brand identity that resonates with patients, clinicians, and partners.
• Translate clinical expertise and patient outcomes into clear, compelling, and trustworthy storytelling.
• Ensure brand consistency across all touchpoints and channels.
• Own and execute the organic content strategy across social media, website, landing pages, blog, email, PR narratives, and marketing enablement materials.
• Develop storytelling strategies that simplify complex healthcare concepts into engaging, accessible content.
• Provide creative direction while remaining close to execution and experimentation.
• Leverage modern tools and AI workflows to increase speed, efficiency, and creative output.
• Build and lead a small but high-performing content team.
• Scale production through freelancers and agency partnerships as needed.
• Collaborate closely with growth, product, clinical, and leadership teams to align brand strategy with business objectives.
• Measure brand performance and deliver actionable insights and strategic recommendations.