About the Role:The Director of Operations is responsible for overseeing and optimizing day-to-day business operations across the organization, with direct oversight of the Implementation, Client Services, and Data Operations functions. This role ensures operational efficiency, scalability, and alignment with company goals by driving process improvements, managing cross-functional workflows, and supporting team performance across these core business functions.
The Director of Operations partners closely with executive leadership to translate strategic priorities into actionable plans, while maintaining a strong focus on execution, quality, and continuous improvement. This is a director level, supervisory role that guides the managers leading each function, rather than performing hands on work within them.
Reports to: Chief Operating Officer
Key Responsibilities:Cross-Functional Oversight
- Oversee daily operations across core functional areas, including Implementation, Client Services, and Data Operations
- Provide leadership, coaching, and direction to the managers leading each of these functions
- Drive process standardization and optimization across teams to improve efficiency, accuracy, and scalability
- Establish, track, and analyze key performance indicators (KPIs) to measure operational and team performance across all three functions
- Ensure operational compliance with HIPAA and carrier and vendor data handling requirements across all functions overseen
Implementation Oversight
- Provide strategic direction over the Implementation function, ensuring the team maintains technical excellence in EDI standards (including HIPAA 834), API integrations, and benefit administration platforms
- Partner with the Manager of Implementation to set priorities for process design, automation, and tooling that improve data exchange and issue resolution
- Ensure quality standards and escalation processes are in place for complex integration challenges
Data Operations Oversight
- Provide strategic direction over the Data Operations function, ensuring accuracy and auditability across plan premium audits, billing data analysis, and Excel-based reconciliation processes
- Partner with the Manager of Data Operations to set standards for data quality, process automation, and tool development
- Guide the team's approach to identifying trends, anomalies, and discrepancies in billing data, ensuring consistent resolution, documentation, and training for junior team members
Client Services Oversight
- Partner with the Manager of Client Services to ensure a consistent, high-quality client experience across all touchpoints
- Support escalation management for complex or high-impact client issues
- Ensure alignment between Client Services and the other operational functions on shared priorities
Strategic & Cross-Functional Leadership
- Partner with executive leadership to operationalize company goals and strategic initiatives
- Identify gaps in processes, systems, and workflows across functions, and implement solutions to improve outcomes
- Lead resource planning and capacity management to support business growth and delivery timelines
- Collaborate cross-functionally with Sales, Product, and Engineering to ensure alignment on priorities, timelines, and expectations
- Serve as a key operational partner to Product, ensuring new features and enhancements are effectively integrated into workflows and support scalable delivery
- Ensure consistent adoption and effective use of operational tools and systems
- Maintain high standards of service delivery, quality, and client satisfaction
- Drive continuous improvement initiatives and foster a culture of accountability and performance
- 15+ years of experience in operations, business management, or a related field, including meaningful experience in benefits administration, EDI/API implementation, or billing and data operations
- 8+ years of experience leading teams and/or managing managers, ideally across multiple functional areas
- Strong ability to analyze processes, identify inefficiencies, and implement scalable solutions
- Experience working cross-functionally in a fast-paced, high-growth environment
- Excellent communication and stakeholder management skills
- Proven ability to manage multiple priorities and drive execution across teams
- Strong problem-solving and decision-making capabilities
- Proficiency in operational tools and systems (e.g., Notion or similar project management platforms, reporting and business intelligence tools)
