Company Description

Our platform helps kids and their families access life-changing care for behavioral health conditions. We are backed by some of the most prominent investors in healthcare and technology, including General Catalyst, Founders Fund, SoftBank, Goodwater, Bling Capital, and 8VC.

Who You Are

• A Strong Operational Leader: You have experience building and growing operations teams and a track record of delivering results in operational efficiencies and effectiveness.
• Ambitious: You are eager to make an impact, resilient, and thrive in a fast-moving, dynamic, hyper-growth environment.
• A Strong Project Manager: You excel in keeping yourself and others organized while achieving group outcomes within challenging, but realistic, timelines.
• An Experienced Self-Starter: You have 1 years of experience leading the planning and/or execution of projects within customer support operations or business management, demonstrating the ability to make independent decisions that achieve business goals.

What You’ll Do

As the Director of Operations, you will oversee and manage the day-to-day provider operations. This role involves developing and implementing operational policies, ensuring efficient and effective processes, and leading a team to meet and exceed organizational goals. The ideal candidate will possess strong leadership skills, a strategic mindset, and the ability to drive continuous improvement across all areas of operations.

• Combine Insights: Utilize quantitative and qualitative data to develop recommendations for complex cross-functional challenges or opportunities, obtain cross-functional alignment, and ensure successful implementation.
• Manage Ops Projects: Own fast-paced operations projects from end to end. Developing insights and recommendations is the first step; turning ideas into reality is a central component of this role.
• Problem Solving: Structure problems to identify root causes, articulate trade-offs, and execute flawlessly.
• Cross-Functional Collaboration: Work closely across the entire business on high-priority strategic initiatives, particularly with Corporate Operations, Product Management, Partnerships, Finance, Design, People, and Clinical teams.

Key Responsibilities

Operational Oversight

• Manage daily operations to ensure efficiency and productivity.
• Develop and implement operational policies and procedures.
• Monitor performance metrics and analyze data to improve processes and outcomes.

Team Leadership

• Lead, coach, and mentor a team of operational staff, including scheduling, customer support, and invoicing teams.
• Set clear goals and expectations, providing regular feedback and performance evaluations.

Strategic Planning

• Develop and execute operational strategies aligned with company goals.
• Identify areas for improvement and implement strategic initiatives to enhance operations.
• Collaborate with senior management to align operational goals with overall business objectives.

Quality Control

• Ensure compliance with industry standards, regulations, and company policies.
• Implement quality control processes to maintain high standards of service and product delivery.
• Address and resolve any operational issues or customer complaints promptly.

Risk Management

• Identify and mitigate operational risks.
• Develop and implement risk management strategies and contingency plans.

Communication and Reporting

• Communicate effectively with team members, management, and stakeholders.
• Prepare and present regular operational reports and performance summaries.
• Facilitate cross-departmental collaboration and communication.

Our Ideal Candidate

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).
• Proven experience as an Operations Manager or in a similar role, such as Customer Support.
• Strong understanding of operational processes and management.
• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Strong analytical skills and attention to detail.
• Strong written and oral communication skills.
• Experience with schools is a plus.

Benefits:

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Unlimited PTO.