At Stream, we’re tackling a massive problem head-on: slashing the time, cost, and frustration of handling the 10+ billion pages of medical documents bogging down the workers’ comp industry. Our mission is to build smart, AI-driven solutions that free up professionals to focus on what matters—delivering results, not drowning in paperwork. We are a YC S22 batch Insurtech startup based in SF.

About Us:

Stream is the AI Claims Workbench built by adjusters, for adjusters. Our platform accelerates and improves the accuracy of claims decisions by helping professionals extract insights from complex medical data - ultimately saving time, reducing cost, and improving outcomes.

We work with insurance companies, law firms, and medical professionals to streamline medical record workflows, replacing manual review with smart automation. As we scale, operational excellence is critical to delivering on our mission.

About the Role:

As our Strategy and Operations Lead, you’ll be the engine behind our internal operations and delivery processes. You’ll work cross-functionally across Product, Engineering, Go-To-Market, and external vendors to ensure our systems run smoothly and scale efficiently. This is a high-impact, execution-focused role perfect for someone who thrives in fast-moving environments and wants to help shape the infrastructure of an early-stage AI company.

You’ll report directly to our Co-Founder and CEO, Eric Yen.

Key Responsibilities:

• Lead our Customer Success efforts, ensuring our clients are onboarded effectively, supported proactively, and getting measurable value from our platform
• Collaborate with product and engineering teams to translate operational needs into product features and automation improvements.
• Manage our medical record review operations, including sourcing, onboarding, and overseeing a network of medical record review specialists
• Establish best practices to help our medical record review program scale effectively
• Design and optimize processes for accuracy, speed, and scale - continually identifying bottlenecks and opportunities for improvement
• Track and report key metrics, including turnaround times, error rates, reviewer productivity, and customer SLAs.

Qualifications:

Required:

• 3-6 years of experience in consulting, operations, or customer success role - ideally in a high-growth startup or tech-driven environment
• You’ve run complex processes end-to-end and improved them under constraints (time, cost, people)
• You’re not afraid to get your hands dirty: if someone needs to review a file that’s been flagged by our model, you’re the first to do it
• You have strong analytical skills - comfortable diving into data to identify trends, diagnose issues, and drive decisions
• You have exceptional project management skills and can coordinate cross-functional teams
• You’re a strong communicator and are as comfortable interfacing with customers as you are with an engineering team
• Experience with healthcare, medical records, insurance, or legal ops is a plus, but not required.
• Bonus: experience managing contractors, BPOs, or offshore teams

Why Join Us

• Shape a Critical Function: you’ll build and own the backbone of our delivery and customer experience - your fingerprints will be all over our success
• Drive meaningful impact: We help claims professionals make faster, smarter decisions that ultimately improve outcomes for injured claimants. Your work directly improves how the system functions.
• Operate at the intersection of people, process, and AI: You’ll tackle complex operational challenges that blend human judgement with automation