Senior Director of Operations

Position Description

Position Summary

The Senior Director of Operations oversees the Company's Operations, Account Management, and Information Technology (IT) functions. Reporting to the Chief Operations Officer (COO), the Senior Director translates the Company's strategic priorities into coordinated execution, measurable operational and financial results, and systems that support continued growth.

The Senior Director leads and develops these teams, strengthens client retention and account performance, and works across Business Development, Recruiting, Credentialing, Finance, Legal, Human Resources, and clinical leadership to ensure coordinated service delivery. The role connects operational decisions to revenue, margins, client satisfaction, quality, and growth while providing the COO with the visibility and execution support needed to lead the organization effectively.

The Senior Director combines strategic oversight with practical execution, leading through accountable team members and functional owners while remaining engaged in the work needed to meet the Company's commitments. The role strengthens systems, reporting, and cross-department coordination to support reliable operations and informed leadership decisions.

Duties and Responsibilities

Operational Strategy and Financial Performance

• Partner with the COO to translate the Company's strategic priorities into operational plans with clear responsibilities, timelines, resource needs, and measurable outcomes. Lead implementation of key initiatives and ensure department leaders remain aligned and accountable for agreed-upon commitments.
• Work with the COO and Finance to monitor revenue, margins, client profitability, forecasts, and the operational factors affecting financial performance. Evaluate performance trends and identify operational changes that support stronger results.
• Identify opportunities to improve efficiency, control costs, and support revenue growth.
• Evaluate staffing, systems, and other resource needs and recommend investments or adjustments aligned with the Company's priorities and financial objectives.
• Provide leadership with forward-looking assessments of operational risks, organizational capacity, and resource needs. Present practical recommendations, clarify decisions requiring leadership involvement, and track approved actions through completion.

Account Management and Client Relationships

• Lead the Account Management team and establish clear account ownership, responsibilities, and performance expectations. Develop consistent practices for client communication, account planning, job intake, follow-up, and issue resolution so client needs are actively managed and commitments are fulfilled.
• Conduct regular team and individual performance reviews to assess account health, client engagement, staffing needs, open positions, and progress toward account goals. Use shared staffing and financial measures to identify retention risks, renewal priorities, and areas requiring additional support.
• Hold Account Managers accountable for accurate and timely Salesforce updates, documented outreach and re-engagement activities, and follow-through on client commitments.
• Partner with Recruiting, Credentialing, Operations, and clinical leadership to resolve staffing barriers and move client needs from identification through fulfillment.
• Serve as the escalation point for significant client concerns, coordinate resolution, and keep the COO informed of material service, financial, or relationship risks.
• Lead account retention and renewal planning and work with Business Development and the COO to evaluate and pursue growth opportunities within existing accounts.
• Manage assigned strategic partnerships through recurring calls, regular updates, and completion of commitments; translate client and partner feedback into coordinated action and keep the COO informed of developments.

Workforce Operations and Practice Management Support

• Maintain oversight of workforce coverage and schedule-fill performance, including unfilled shifts and recurring coverage gaps. Evaluate the impact on revenue, client satisfaction, and contract obligations, and ensure responsible team members address identified risks.
• Provide support for healthcare provider schedules for the Company's practice management sites, including schedule maintenance, scheduling calls, coverage coordination, and communication with the Chief Medical Officer, Medical Directors, and other stakeholders.
• Work with the Operations Specialist, Chief Medical Officer, Medical Directors, Recruiting, and Account Management to assign scheduling responsibilities, address recurring challenges, and escalate significant coverage risks.
• Ensure the Operations Specialist researches housing options needed for healthcare professionals, evaluates suitability, availability, and cost, and obtains proposed housing contracts and renewals for review.
• Review and sign off on housing contracts and renewals within approved authority, coordinating with Finance and Legal as appropriate, and ensure agreements and renewal deadlines are tracked.
• Oversee housing and travel policies, vendor performance, and spending; work with Finance to evaluate costs and margin impact by contract, location, and healthcare professional.
• Oversee the Operations Specialist's recurring administrative responsibilities, including timesheets, payroll preparation, reporting inputs, tracking, and travel coordination. Establish clear deadlines and review expectations, monitor accuracy and completion, and ensure assigned proposal-submission support is coordinated with the appropriate teams.

Information Technology and Vendor Management

• Provide leadership oversight of IT priorities, internal support, system performance, security expectations, and technology vendor relationships. Develop and maintain a technology roadmap that aligns system priorities and investments with current business needs and future growth.
• Lead process improvements and system implementations, integrations, and automation that clarify ownership, reduce manual work, and improve operational and financial results.
• Work with department leaders to ensure systems are configured and used effectively to support workflows, reporting needs, and performance goals. Coordinate training and adoption, address barriers to effective use, and hold internal owners accountable for agreed-upon results.
• Oversee enterprise platforms and related vendor contracts, including Salesforce, DocuSign, Vonage, and other Company systems. Maintain visibility into vendor obligations, service issues, renewal deadlines, and opportunities to improve the value of these relationships.
• Manage renewal planning and work with Finance and Legal to evaluate usage, licensing, vendor performance, contract terms, budgets, and value; lead negotiations and renewal recommendations within approved parameters.
• Identify opportunities to consolidate platforms, reduce costs, improve terms, or replace systems, and hold vendors and internal owners accountable for agreed results.

Performance Reporting and Leadership Support

• Partner with department leaders to establish and monitor key performance indicators (KPIs) that connect departmental results to revenue, margins, client retention, staffing fulfillment, quality, and growth. Ensure each measure has a responsible owner and supports practical decisions and follow-through.
• Develop dashboards and scorecards that provide visibility into results, forecasts, coverage risks, housing and travel costs, ownership gaps, and upcoming decisions.
• Establish clear expectations for data entry, maintenance, and reporting; work with Account Management and Business Development leadership to ensure Salesforce and other reporting systems contain accurate, current information.
• Reduce duplicate trackers and manual reporting through consistent systems of record and use performance data to recommend improvements and track follow-through.
• Assist leadership with board meeting preparation by gathering departmental updates, financial and operational information, and supporting materials; organize the content and create PowerPoint presentations for leadership review.
• Prepare weekly board reporting emails and related summaries by collecting departmental inputs, consolidating updates, and highlighting results, risks, decisions, and follow-up items; ensure materials are complete, consistent, and timely.

Contract Performance and Organizational Risk

• Maintain leadership-level visibility into contract performance, service quality, client commitments, compliance requirements, and operational risks. Ensure concerns are assigned to appropriate owners, escalated when needed, and monitored through resolution.
• Establish a consistent contract-closeout process with Legal and ensure Account Managers complete assigned client follow-up, documentation, and closeout responsibilities. Maintain visibility into upcoming contract completions and coordinate timely completion of required actions.
• Track upcoming contract completions and ensure Contractor Performance Assessment Reporting System (CPARS) evaluations, Past Performance Questionnaires, client evaluations, references, and other performance documentation are requested, completed, and tracked promptly.
• Maintain an accurate, current past-performance repository with contract scope, staffing levels, metrics, outcomes, and client feedback to support proposals, renewals, client discussions, and strategic decisions.

Team Leadership and Accountability

• Lead and develop Operations, Account Management, and IT team members by setting goals, providing coaching, conducting performance evaluations, and identifying development needs. Address performance concerns promptly and consistently in partnership with Human Resources.
• Support the COO in strengthening organizational accountability through clear responsibilities, decision-making authority, performance expectations, and escalation processes. Work with department leaders to resolve ownership gaps and ensure commitments are carried through to completion.
• Delegate recurring work to appropriate team members while maintaining accountability for accuracy, timeliness, and results. Provide direction, remove barriers, and offer direct support when needed to meet operational commitments.
• Improve communication and coordination across departments so operational issues, client needs, and leadership priorities receive timely attention. Evaluate decisions from an organizational perspective, considering the impact on employees, clients, financial performance, quality, growth, and risk.

Qualifications

• Significant experience in operations leadership, including management of teams, client service, and initiatives involving multiple departments.
• Demonstrated ability to translate business strategy into operational plans and measurable results, with a strong understanding of revenue, margins, forecasting, and cost management.
• Experience with account management, client retention, service delivery, and resolution of complex client concerns.
• Experience improving business processes and overseeing technology systems, vendor relationships, contracts, and renewals.
• Ability to develop KPIs, interpret financial and operational data, and establish reliable reporting practices.
• Strong organizational, communication, and presentation skills, including proficiency in PowerPoint and the ability to prepare clear executive presentations and reporting emails.
• Ability to coach team members, delegate effectively, maintain accountability, and coordinate with departmental and executive leaders.
• Sound judgment, discretion, and the ability to manage competing priorities and sensitive business, client, and employee information.

Preferred Qualifications

• Experience in healthcare staffing, healthcare consulting, or practice management operations.
• Familiarity with healthcare provider scheduling, housing and travel coordination, and contract-based service delivery.
• Experience supporting Indian Health Service facilities, Tribal health programs, or other organizations serving Native American communities.
• Experience with Salesforce, DocuSign, Vonage, or comparable enterprise systems, and with executive or board reporting.
• Familiarity with government contract performance documentation, CPARS, and past-performance repositories.
• Master of Business Administration (MBA) or a related advanced degree.

Measures of Success

Success in this position will be demonstrated through the Senior Director's ability to:

• Lead Operations, Account Management, and IT with clear ownership, effective team development, and consistent execution.
• Improve operational efficiency, financial performance, client retention, and account results.
• Ensure dependable scheduling support for practice management sites and timely identification and resolution of coverage risks.
• Ensure healthcare professional housing is researched, cost-effective, and supported by approved contracts and timely renewals.
• Deliver accurate, timely dashboards, weekly reporting emails, and board presentations that support leadership decisions.
• Improve system adoption and vendor value while reducing duplicate work and unnecessary costs.
• Maintain reliable contract performance documentation and resolve operational and client concerns through coordinated follow-through.

This description summarizes the role and may be updated as the Company's services and client needs evolve.

Native American Preference: Preference in filling vacancies is given to qualified Native American candidates in accordance with federal law (Title 25, USC Section 472). Form BIA-4432 should be submitted with the application. For more information about Native American Preference in employment please click here.