Operations Director

(Healthcare Subscription Business – Confidential)

Location:RemoteEmployment Type:Full-TimeReports To:Executive LeadershipConfidential Search

Role Overview

We are seeking a highly experiencedOperations Leaderto fully own and scale a high-volumehealthcare subscription business line. This individual will act as theoperator of record, with end-to-end accountability across patient onboarding, technology systems, team management, and recurring monthly subscription fulfillment.

This is ahands-on leadership rolefor someone who has previously run complex, recurring operations at scale—owningboth people and systems, not just executing tasks. The ideal candidate is calm under pressure, deeply process-oriented, metrics-driven, and comfortable operating in regulated, workflow-heavy environments.

Key Responsibilities

End-to-End Operational Ownership
* Own the full operational lifecycle:intake → onboarding → subscription setup → recurring fulfillment → delivery
Own the full operational lifecycle:intake → onboarding → subscription setup → recurring fulfillment → delivery
* Ensure accurate, timely, and error-free execution of monthly subscriptions at scale
Ensure accurate, timely, and error-free execution of monthly subscriptions at scale
* Act as the single point of accountability for operational outcomes and performance
Act as the single point of accountability for operational outcomes and performance

Systems & Technology Leadership
* Own and optimize CRM systems, automations, and operational tooling
Own and optimize CRM systems, automations, and operational tooling
* Design, document, and enforce workflows across patient onboarding and subscription management
Design, document, and enforce workflows across patient onboarding and subscription management
* Ensure data accuracy, system reliability, and seamless handoffs between teams and systems
Ensure data accuracy, system reliability, and seamless handoffs between teams and systems
* Identify and implement process improvements to increase efficiency and reduce operational risk
Identify and implement process improvements to increase efficiency and reduce operational risk

Team Leadership & Management
* Build, manage, and scale cross-functional operational teams
Build, manage, and scale cross-functional operational teams
* Set clear expectations, KPIs, and accountability structures
Set clear expectations, KPIs, and accountability structures
* Coach, develop, and performance-manage team members
Coach, develop, and performance-manage team members
* Create SOPs, training materials, and documentation to support consistent execution
Create SOPs, training materials, and documentation to support consistent execution

Performance, Metrics & Quality Control
* Own operational KPIs including volume, accuracy, turnaround times, and retention
Own operational KPIs including volume, accuracy, turnaround times, and retention
* Monitor and report on operational performance and bottlenecks
Monitor and report on operational performance and bottlenecks
* Proactively identify issues before they impact patients or revenue
Proactively identify issues before they impact patients or revenue
* Drive continuous improvement through data-driven decision making
Drive continuous improvement through data-driven decision making

Compliance & Process Discipline
* Operate effectively within regulated or process-heavy environments
Operate effectively within regulated or process-heavy environments
* Ensure workflows align with internal standards and external requirements
Ensure workflows align with internal standards and external requirements
* Maintain operational rigor while scaling volume
Maintain operational rigor while scaling volume

Required Experience & Qualifications
* 8+ yearsof experience in operations leadership roles
8+ yearsof experience in operations leadership roles
* Proven experience runninghigh-volume, recurring subscription or service operations
Proven experience runninghigh-volume, recurring subscription or service operations
* Strong background owningboth systems and people, not just execution
Strong background owningboth systems and people, not just execution
* Hands-on experience with CRMs, workflow design, and automation tools
Hands-on experience with CRMs, workflow design, and automation tools
* Demonstrated ability to build and manage teams at scale
Demonstrated ability to build and manage teams at scale
* Strong process design, documentation, and operational problem-solving skills
Strong process design, documentation, and operational problem-solving skills
* Metrics-driven mindset with clear ownership mentality
Metrics-driven mindset with clear ownership mentality

Preferred Backgrounds
* Healthcare, insurance, medical services, logistics, or other regulated industries
Healthcare, insurance, medical services, logistics, or other regulated industries
* Subscription-based or recurring revenue business models
Subscription-based or recurring revenue b