Name: Michael Mizrahi
Role: Head of Operations
Joined: September 2020
Past Experience:
Name: Josh Mohrer
Role: Head of Global Operations
Joined: March 2021
Past Experience:
To achieve our mission of impacting 1 billion+ people globally, Levels must be built to scale. We've rooted the team DNA in operational excellence and a focus on execution. Our team has built and scaled global businesses and operations functions previously, and we have a sharp orientation towards sound and scalable processes and execution.
Today, we focus on providing a truly exceptional beta member experience that is value additive for members and the company, builds community, and fosters growth. Our decisions are rooted in data and analytics, and a focus on scale in the logistics and fulfillment side of our business.
Our operations function also powers much of our product experimentation and business development initiatives. Over the last year we've built and secured relationships with the industry's leading manufacturers, run numerous studies in partnership with large research institutions, and launched experimental products that complement the Levels membership outside of our core CGM offering.
We’ve built strong relationships with both of the major CGM manufacturers, Abbott and Dexcom. Because CGMs are approved by FDA for a use-case different than Levels, these manufacturers are limited in their ability to contract with companies like ours. Still, we managed to build promising and durable relationships with both Abbott and Dexcom during the last year.
Abbott - In the past year, Levels Beta program participants purchased 50,000 Abbott Freestyle Libre CGMs to use with Levels.
Dexcom - We signed a data sharing agreement with Dexcom in July for a 250 participant beta test with the Levels app. After the 6 week test period, members indicated a preference for Dexcom over Abbott. Therefore, we decided to move forward with an Investigational Review Board study, which would enable 50,000 participants (~200,000 units), preferred unit economics, and real time data access under an approved human research program with a publishable dataset. Once launched, we may exclusively offer our members access to Dexcom CGMs for a time, due to scalability issues with the Libre.
In the years ahead, we will remain hardware agnostic, offering as many options from these companies and others as possible to secure the best experience and value for Levels members. Both companies seem to appreciate that we are investing in research, education, branding, user experience, etc.
We've been in a closed beta since our initial launch in the Fall of 2019 and have since had over 14,000 members go through various iterations of the Levels experience. We've placed a strong emphasis on member feedback which has driven our product development cycles.
In aggregate, these 14,000 lifetime members (o/w 1,300 are current monthly subscribers) have logged over 10 million hours of glucose data. Paired with the Levels app, we have a dataset of 100 million data points of glucose data, sleep logs, steps and activities, and heart rate measurements. This is the largest non-diabetic dataset of its kind and is being used to improve our product and contribute to research that leads to better health and wellness outcomes for our members.
Our waitlist of 145,000 has grown steadily over the last year. We regularly engage this group with a twice monthly content newsletter as well as segmented conversion tests.
Our order process is more complex than a standard e-commerce product, as fulfillment requires a prescription from a medical consult with a physician and must also be fulfilled from a mail-order pharmacy. We've spent the last year refining our physician network structure and building order fulfillment capabilities to handle significant increases in order volume. We've doubled down with Truepill (and SteadyMD) as our specialized third-party partner in this space, providing telehealth and compliant pharmacy fulfillment services in a white-labeled experience.
To date, we've fulfilled 25,000 total orders (including subscribers) and shipped over 50,000 CGM units – primarily the Abbott FreeStyle Libre 14-day.
