Director, Business Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of workforce management concerning clinician capacity, retention, utilization, and credentialing throughput for the company's primary revenue stream.

• Develop and operate systems to guarantee adequate clinician availability, session volume, and cost effectiveness.

• Oversee gross margin and unit economics, translating workforce performance into cost and margin effects.

• Examine operational and financial data to detect performance variations, root causes, and necessary actions.

• Transform data and forecasts into actionable recommendations and priorities for Clinical, Recruiting and Credentialing, Operations, Finance, Product, and Go-to-Market teams.

• Collaborate with cross-functional leaders responsible for execution.

• Manage clinical review workflows, throughput, SLAs, and dependencies in coordination with Clinical leadership.

• Continuously enhance access, utilization, retention, cost efficiency, margin, and scalability.

• Present findings directly to executives and manage stakeholders outside of your direct reporting line.

• Scale the workforce supporting the channel, aiming for approximately 4x growth within the first year.

• Track KPIs such as the number of clinicians hired and onboarded, available slots, sessions attended, and improvements in PHQ-9 and GAD-7 scores.

• Identify capacity gaps, performance risks, root causes, recovery strategies, and financial impacts.

• Streamline or automate manual workflows.

⛳️ Requirements

• Experience in workforce or capacity planning, including forecasting supply and demand, managing a distributed or contract workforce, or scaling a service delivery team.

• Proven ownership of intricate operational programs with direct accountability for measurable outcomes such as revenue, gross margin, retention, utilization, or costs.

• Strong analytical skills, including the ability to independently investigate performance, identify trends and root causes, and convert data into actionable insights.

• Business and financial acumen, encompassing an understanding of the operational impact on revenue, unit economics, and gross margin.

• Capacity to influence without direct authority.

• Self-motivated prioritization across various workflows.

• History of transforming disorganized, one-off tasks into documented, repeatable systems.

• Practical experience with AI for analysis, automation, process enhancement, and minimizing manual tasks.

• Willingness to engage hands-on with dashboards, individual cases, conflicting data, simple fixes, and process testing.

• Excellent executive communication skills.

• Nice to have: Proficiency in SQL, Google Apps Script, Looker or similar BI tools, workflow automation, or development of lightweight internal tools.

• Nice to have: Experience in telehealth, behavioral health, K-12 education, health plan partnerships, or other operationally intricate healthcare settings.

🏝️ Benefits

• Bonus compensation of up to $15,000 annually.

• Equity package.

• Comprehensive medical, dental, and vision coverage, with Daybreak covering a substantial portion of premiums for employees and their dependents.

• 401(k) plan.

• Flexible and unlimited time off.

• Company holidays.

• Quarterly mental health days.

• Fully remote work opportunity from anywhere in the US.