Vice President, Operations

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

📋 Description

• Take ownership of operational execution related to qualifications, resupply, fulfillment, and member transitions.

• Oversee daily throughput, productivity, service level agreements (SLAs), and manage intraday queues.

• Convert strategy into disciplined daily operations.

• Develop and strengthen leadership structures while ensuring alignment and effective communication across teams.

• Evaluate team performance and make informed decisions regarding leadership and organizational structures.

• Create accountability frameworks, performance tracking systems, and management routines.

• Advocate for continuous improvement initiatives to shorten cycle times, enhance accuracy, and boost satisfaction for both patients and providers.

• Manage cost to serve through process enhancements and collaboration with Product and Technology teams.

• Collaborate with Quality & Audit teams on root-cause analysis for escalations and implement closed-loop corrective actions.

• Standardize order workflows, rules, and exceptions within the operation.

• Utilize Pareto analysis to identify and eliminate operational inefficiencies.

• Work alongside Product & Technology, Process Improvement, and Transformation teams to streamline and consolidate workflows.

• Promote a standardized, cross-trained operation across onshore, offshore, and partner teams.

• Inspire, lead, and develop operational leaders.

• Facilitate succession planning and leadership development initiatives.

• Report directly to the Chief Operating Officer.

⛳️ Requirements

• A minimum of 10 years of progressive experience in leading high-volume operations within healthcare, BPO/contact center, or similar environments.

• Several years of experience in a senior leadership capacity.

• Demonstrated success in building and leading high-performing operational teams, particularly in rapidly scaling high-growth companies.

• Proven ability to establish accountability and performance management systems.

• Strong orientation towards metrics and a comfort level in utilizing data to inform decisions.

• Experience operating with agility and sound judgment in fast-paced environments.

• Hands-on leadership experience in operations, with familiarity in managing queues and operational details.

• A history of mapping, simplifying, and standardizing comprehensive workflows.

• Experience collaborating with Product/Technology to develop scalable processes that reduce costs and dependence on headcount, training, and manual performance management.

• Willingness to travel, including occasional domestic trips to operating sites and international travel roughly twice a year to support offshore operations.

• Preferred: Bachelor's degree; advanced degree is a plus but not mandatory.

• Experience in DME, HME, or post-acute care is advantageous but not essential.

🏝️ Benefits

• Annual performance bonus.

• Equity opportunities.

• Professional development prospects with attractive career paths.

• Flexible paid time off (PTO).

• Comprehensive medical, dental, and vision insurance.

• Short-term disability (STD) insurance.

• Long-term disability (LTD) insurance.

• 401(k) savings plan with employer matching contributions.