The Vice President, Operations is responsible for leading, optimizing, and scaling the organization's external site level operational leadership across all assigned hospital. This role is accountable to operational excellence, performance, and service delivery in the field, ensuring that site-level operational leaders meet contractual requirements, quality standards, and financial targets while supporting the company's mission and strategic goals. The Vice President leads through coaching and mentoring site level operational leadership and partners with hospital leadership, medical directors, internal operations, and corporate functions to drive outcomes, improve workflows, and foster a culture of collaboration and accountability across markets. **Essential Duties:** **Strategy and leadership** - Develop and lead partner operations strategies that support the company's mission, vision, and long term growth objectives. - With a high level of EQ and operational accountability mentor and coach partner operatives to the highest company standards. - Champions a culture of continuous improvement, accountability, and collaboration Strategy and leadership. **Partner performance and service delivery** - Oversee day-to-day operations and performance of assigned Regional Directors of Operations and clinical programs ensuring high service quality, patient experience, and operational efficiency. - Support new program launches, expansions and transitions, ensuring readiness of staffing, processes, technology, and communication at each site. - Lead or support crisis and issue-management activities in the field (e.g., service disruptions, leadership gaps, critical incident response), ensuring continuity of operations and timely communication to affected department leaders. **Client Relationships and Stakeholder Management** - Serve as the primary operational executive contact for key client partners, building and maintaining strong relationships with hospital executives, physician leaders, and other stakeholders. - Partner with Business Development and Implementation teams on prospective and newly sold accounts to ensure full operational transition, smooth onboarding, and sustained performance. - Support contract renewals, expansions, and RFP responses by providing operational input, performance narratives, and site-level success stories. **Operational Excellence and Process Improvement** - Collaborate with clinical, finance, revenue cycle, and internal operations teams to streamline partner workflows, resolve issues, and implement best practices that improve outcomes and reduce variability across sites. - Translate internal process, policy, and technology changes into the field by leading adoption, ensuring appropriate training, and creating feedback loops back to internal operations. - Identify performance gaps at the site and market level and lead targeted improvement initiatives, including action plans, coaching, and change management. - Implement systems and technologies that enhance data-driven decision-making and standardize partner operations where appropriate. **Metrics, Reporting, and Financial Management** - Establish, track, and analyze key performance indicators (KPIs) for partner operations (e.g., throughput, staffing, quality, patient experience, financial performance), providing regular reports and insights to senior leadership and clients. - Manage budgets and resource allocation for assigned markets, balancing cost, quality, and service requirements. - Work with partner leadership to continuously improve financial understanding and stewardship across the organization. **People Leadership and Development** - Collaborate with the Talent and HR teams to recruit, develop, and retain high-performing partner operations leaders and staff. - Provide ongoing coaching, feedback, and professional development, and ensure effective performance management for direct reports. **Compliance, Quality, and Risk Management** - Ensure adherence to company policies, contractual obligations, and regulatory requirements across all sites, working with Compliance and Quality teams as needed. - Develop and maintain quality control processes in the field, including audit routines, site visits, and performance reviews, to ensure service delivery meets or exceeds expectations. - Proactively identify and mitigate operational risks, including those related to patient safety, regulatory readiness (e.g., Joint Commission, CMS, state surveys), and business continuity at the site and market levels. **Skills, Knowledge, Abilities:** - Strong strategic and operational leadership capabilities with a track record of driving performance in multi-site healthcare or services environments. - High emotional intelligence, strong relationship skills, and the ability to navigate sensitive client and personnel issues with professionalism. - Demonstrated ability to build trust and influence senior leaders, physicians, and cross-functional partners in complex, matrixed organizations. - Excellent analytical and problem-solving skills, including competence with data, dashboards, and financial reports to make data-driven decisions and recommendations. - Outstanding interpersonal, written, and verbal communication skills, including the ability to confidently present to hospital executives, physicians, and internal stakeholders. - Proven ability to lead through change, manage competing priorities, and thrive in a fast-paced, growth-oriented environment. - Knowledge of healthcare operations, hospital workflows, and industry best practices, including familiarity with quality, patient experience, and regulatory considerations. - Proficiency with Microsoft Office and collaboration tools (e.g., Excel, PowerPoint, Teams) and comfort using operational and analytics platforms. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Requirements **Education:** • Bachelor's degree in Business, Healthcare Administration, Operations Management, or a related field required. • Master's degree (MHA, MBA, MPH, or related) preferred. • Lean Six Sigma or similar process-improvement certification preferred. **Experience:** • 7 or more years of progressive experience in operations leadership, with substantial responsibility for multi-site or partner operations; healthcare experience strongly preferred. • Proven track record of achieving operational, financial, and quality targets in partnership with hospital or clinical leadership. • Demonstrated experience leading teams, implementing process improvements, and managing complex projects and organizational change. • Experience working with hospital executives and physician leaders and managing client relationships at the senior level. **Supervisory Requirements:** • Direct supervision of partner operations leaders and other assigned staff, with accountability for performance management, coaching, and professional development. **Travel Requirements:** • Remote work with potentially extensive travel for in-person meetings, site visits, and events; average travel expectations to be defined based on market assignment and business needs, with up to 75% travel.