Director of Operations

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

📋 Description

• Supervise daily operations within key functional areas, including Implementation, Client Services, and Data Operations.

• Offer leadership, coaching, and guidance to the managers overseeing each of these functions.

• Promote process standardization and optimization among teams to enhance efficiency, accuracy, and scalability.

• Develop, monitor, and evaluate key performance indicators (KPIs) to assess operational and team performance across all three functions.

• Ensure operational adherence to HIPAA regulations and carrier and vendor data handling protocols throughout all supervised functions.

• Provide strategic oversight for the Implementation function, ensuring the team upholds technical excellence in EDI standards (including HIPAA 834), API integrations, and benefit administration platforms.

• Collaborate with the Manager of Implementation to prioritize process design, automation, and tools that enhance data exchange and issue resolution.

• Ensure quality standards and escalation procedures are established for complex integration challenges.

• Offer strategic direction for the Data Operations function, ensuring precision and auditability in plan premium audits, billing data analysis, and Excel-based reconciliation processes.

• Work alongside the Manager of Data Operations to set benchmarks for data quality, process automation, and tool development.

• Direct the team's strategy for identifying trends, anomalies, and discrepancies in billing data, ensuring consistent resolution, documentation, and training for junior team members.

• Collaborate with the Manager of Client Services to guarantee a consistent, high-quality client experience at all interaction points.

• Assist in managing escalations for complex or high-impact client issues.

• Ensure alignment between Client Services and other operational functions regarding shared priorities.

• Partner with executive leadership to implement company goals and strategic initiatives.

• Identify deficiencies in processes, systems, and workflows across functions, and implement solutions to enhance outcomes.

• Lead resource planning and capacity management to accommodate business growth and delivery schedules.

• Collaborate across functions with Sales, Product, and Engineering to ensure alignment on priorities, timelines, and expectations.

• Act as a key operational partner to Product, ensuring new features and enhancements are seamlessly integrated into workflows and support scalable delivery.

• Ensure consistent utilization and effective adoption of operational tools and systems.

• Uphold high standards of service delivery, quality, and client satisfaction.

• Drive initiatives for continuous improvement and cultivate a culture of accountability and performance.

⛳️ Requirements

• Over 15 years of experience in operations, business management, or a related field, including significant experience in benefits administration, EDI/API implementation, or billing and data operations.

• At least 8 years of experience leading teams and/or managing managers, preferably across multiple functional areas.

• Strong capability to analyze processes, identify inefficiencies, and implement scalable solutions.

• Experience in a fast-paced, high-growth environment working cross-functionally.

• Excellent communication and stakeholder management abilities.

• Proven track record of managing multiple priorities and driving execution across teams.

• Strong problem-solving and decision-making skills.

• Proficiency in operational tools and systems (e.g., Notion or similar project management platforms, reporting, and business intelligence tools).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.