Surrogate Operations Team Lead The operational leader for the entire Surrogacy Department

Most People Can Run a Process. Fewer Can Run This One.

A surrogate journey isn't a workflow with a start and an end date. It's onboarding, matching, screening, contracts, clearances, pregnancy, birth, and everything that comes after — spread across months, touching Medical, Legal, Finance and Operations, and carrying real emotional weight at every single stage.

Someone has to hold all of that together. Someone has to know which cases are progressing, which are stalling, and which are about to become a problem — while also knowing the name and situation of the person behind each one.

That's this job.

What You'll Actually Be Doing.....

Leading the function end to end. Onboarding, Match, Pregnancy, Birth, Post-Birth — the whole department sits under you. You'll supervise the Surrogate Coordinator team, set clear accountability for each role, and hold consistent standards across all of it.

Keeping the pipeline healthy. You'll monitor candidate availability and progression against current and projected matching demand, and build the workforce and case management strategies that keep enough qualified surrogates moving through every stage.

Running on data, not instinct alone. Conversion rates, screening outcomes, matching performance, pregnancy rates, case closures, departmental KPIs — you'll analyse all of it, set the service levels, and use what you find to spot risk early and act on it.

Reviewing cases, properly. Regular case reviews to confirm every surrogate is progressing as they should, with bottlenecks identified and corrective action actually implemented rather than logged and forgotten.

Taking the hard ones. Complex, sensitive, high-priority cases — for surrogates and intended parents both — escalate to you. You'll provide the guidance and judgement those situations need.

Making sure the milestones land. Legal, medical, psychological and administrative milestones across every stage: contracts executed correctly,



medical clearances in place, treatment timelines held, pregnancy monitoring maintained, post-birth discharge requirements met.

Getting the money right. Compensation schedules, reimbursements, bonuses and milestone payments processed accurately and on time — a non-negotiable part of the trust surrogates place in us.

Building the community behind the pipeline. Monitoring surrogate satisfaction and engagement, and supporting recruitment, retention, referral and ambassador initiatives that strengthen the community for the long term.

Growing your team. Coaching, mentoring, performance feedback, training and development — plus regular team meetings covering performance, workload distribution, risks and priorities.

Reporting upward. Accurate, real-time case management systems, and operational reports, forecasts and performance analyses presented to leadership. You'll also contribute to strategic planning, forecasting surrogate demand and aligning pipeline capacity with business objectives.

Who Thrives Here

- You hold detail and scale at the same time. You can look at a department-wide forecast and an individual stalled case in the same hour, and give both the attention they deserve.
- You're patient-centred by default. The ethical standard and the human experience aren't things you remember to consider — they're where you start.
- You act on bottlenecks. Identifying an inefficiency is the easy part. You're the person who actually implements the fix and makes it stick.
- You're steady in sensitive situations. When something goes wrong in a case, people are relieved you're the one handling it.
- You build people up.



Your coordinators get better because they work for you.
- You're comfortable being accountable. Targets, KPIs, service levels — you'd rather own a number than hide behind a team average.

About You

- Proven experience leading a team through a complex, multi-stage client, patient or case journey.
- You are fluent in Spanish and English
- A track record supervising and developing coordinators or case managers, with genuine accountability for team performance and standards.
- Confident working with pipeline metrics, conversion data and KPIs to drive operational decisions.
- Experience partnering across clinical, legal, financial and operational functions to keep cases moving.
- Comfortable as the senior escalation point for sensitive and high-priority matters.
- Strong grasp of compliance, ethical standards, data accuracy and record management.
- Experience in surrogacy, fertility, healthcare or another regulated, emotionally sensitive environment is a significant advantage but not essential.

Why This Role You'll be the primary operational leader for the Surrogacy Department — the person the whole function runs through, with the autonomy to shape how it works and the trust to make the calls that keep it moving.

It's a demanding role. It's also one where doing it well means surrogates feel genuinely supported and intended parents get the outcome they've been waiting for. Those two things aren't separate from the operational work. They are the operational work.

If you're the person who can lead a team and carry a journey at the same time, we want to hear from you.

Job Types: Full-time, Permanent

Pay: $28,000.00 - $30,000.00 per month

Experience

- operations, member services or case management: 3 years (Required)
- leading, supervising or developing a small team: 2 years (Required)
- coaching, delegation, performance management : 2 years (Required)

Language:
- Spanish AND English (Required)

Work Location: In person

📌 Surrogate Operations Team Lead (Anzures)
🏢 My Surrogacy Journey
📍 Anzures