Director of Operations

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

📋 Description

• Lead the Operations team and manage the client journey from the initial inquiry through to the scheduling of assessments.

• Take responsibility for conversion rates, speed-to-lead metrics, and time-to-assessment efficiency.

• Analyze funnel attrition and pinpoint root causes by leveraging operational data.

• Define, gather, and scrutinize data to prioritize and substantiate enhancements.

• Oversee the configuration, administration, and ongoing improvement of HubSpot and Aircall.

• Manage pipelines, workflows, call routing, and reporting processes.

• Identify, implement, and expand AI agents and automation within intake and scheduling workflows.

• Supervise the call and activity audit program.

• Convert audit insights into coaching, scripting, and process enhancements.

• Manage key performance indicators (KPIs) and operational expenses for the Operations team.

• Report on performance, risks, and planned initiatives to the Senior Leadership Team.

• Lead the development and implementation of the capacity model.

• Train teams on the methodology of time and motion studies.

• Direct process improvements towards activities with the highest impact on time and cost.

• Oversee forecasting and unit cost economics models.

• Analyze and interpret model outcomes, provide recommendations, and align staffing with model outputs.

• Execute other ad hoc responsibilities as assigned.

• Travel occasionally, up to 5%.

⛳️ Requirements

• Minimum of 5 years of leadership experience in high-volume operations, patient access, intake, or inside sales.

• At least 3 years of experience leading managers or multi-role teams focused on conversion and speed-to-care performance.

• Ability to analyze pipeline attrition using data.

• Proficiency in Excel or Google Sheets, business intelligence tools, or SQL.

• Proven track record of translating analytical insights into process changes that significantly enhance performance.

• Hands-on experience in configuring and optimizing CRM and telephony platforms, including pipelines, workflows, call routing, and reporting.

• Experience with HubSpot and Aircall is highly preferred.

• Demonstrated experience in deploying AI agents or workflow automation in a live operational environment.

• Familiarity with implementing capacity models and conducting time and motion studies.

• Experience in managing departmental operating expenses.

• Working knowledge of forecasting and unit cost economics.

• Experience in designing and administering call and activity audit programs.

• Ability to foster alignment across Clinical, Revenue Cycle Management, Product, Finance, and Growth teams.

• Capability to deliver clear, data-driven recommendations to the Senior Leadership Team.

• Background in an early-stage company, behavioral health, ABA therapy, pediatrics, Medicaid or payer-driven environments, or digital health operations is preferred.

• Availability to work Monday to Friday, from 9 a.m. to 6 p.m. ET.

• Legally authorized to work in the United States.

🏝️ Benefits

• 10% variable compensation.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Flexible time off.

• Async-friendly team culture.

• Fully remote work.

• W-2 employment.