Director of Operations
il y a 5 jours
Indianapolis
Director of Operations COMPANY BACKGROUND Never Alone is a healthcare technology company transforming care delivery for seniors and post-acute populations through always-on telehealth and care solutions. The company provides 24/7/365 access to licensed clinical professionals via a secure, purpose-built platform designed for senior living communities, seniors at home, skilled nursing facilities, home health agencies, hospice providers, and other care organizations. By combining simple, easy-to-use technology with immediate access to medical expertise, Never Alone helps care teams make timely decisions, reduce unnecessary hospital transfers, and improve resident outcomes. Never Alone supports “treat-in-place” care, strengthens staff confidence, and enhances peace of mind for residents and families. JOB SUMMARY The Director of Operations is responsible for standardizing and executing the end-to-end process for operationalizing all closed sales across Never Alone's diverse service lines. This role owns the seamless transition from sales handoff to full implementation and ongoing operational excellence for both D2C (direct-to-consumer) procedure launches and B2B partnerships with SNF (Skilled Nursing Facilities), AL (Assisted Living), Home Health, and Hospice organizations. The ideal candidate is a highly proactive, outgoing, results-driven leader who thrives on building systems, driving accountability, and ensuring measurable customer success. This is not a reactive or desk-bound role—this position requires someone who takes initiative, builds strong relationships, drives user adoption of the Never Alone SaaS platform, conducts regular success meetings, delivers impactful operational reporting, and works closely with provider partners to align on delivery requirements and outcomes. MAJOR JOB DUTIES & RESPONSIBILITIES Operationalizing Closed Sales ● Own and standardize the process for transitioning all closed sales from the sales team to full operational launch and ongoing management. ● Develop and implement playbooks, workflows, and checklists for both D2C procedure launches and B2B implementations across SNF, AL, Home Health, and Hospice settings. ● Ensure clean handoffs from sales with complete documentation, clear success criteria, timelines, and accountability measures for every new account. ● Coordinate cross-functional teams (implementation, product, compliance, clinical, support) to ensure on-time, high-quality launches. User Adoption & Engagement ● Proactively drive user adoption of the Never Alone SaaS platform across all customer segments, identifying barriers to usage and implementing targeted solutions. ● Conduct regular training sessions, webinars, and on-site visits to ensure customers maximize platform value and achieve their clinical and operational goals. ● Monitor usage metrics and engagement trends, intervening quickly when adoption lags or accounts show signs of disengagement. ● Build relationships with customer champions and stakeholders, serving as a trusted advisor and advocate for their success. Operational Reporting & Monthly Success Meetings ● Develop and deliver comprehensive, customized operational reports for B2B customers that demonstrate platform impact, clinical outcomes, utilization trends, and ROI. ● Lead monthly (or as-needed) success meetings with customers, reviewing performance data, addressing challenges, celebrating wins, and aligning on future goals. ● Translate complex usage data and operational metrics into clear, actionable insights that resonate with diverse stakeholders (clinical leaders, administrators, executives). ● Partner with internal teams to continuously improve reporting capabilities, dashboards, and customer-facing analytics tools. Provider Partner Alignment & Delivery Management ● Work closely with provider partners (physicians, nurses, therapists, care teams) to understand delivery requirements, workflows, and operational realities. ● Ensure alignment between customer expectations, provider capabilities, and Never Alone platform features, resolving gaps or friction points proactively. ● Facilitate communication between customers, providers, and internal teams to optimize service delivery, clinical quality, and operational efficiency. ● Monitor service level agreements (SLAs) and performance standards, driving accountability and continuous improvement. Process Standardization & Continuous Improvement ● Build scalable, repeatable processes for onboarding, implementation, reporting, and ongoing account management across all customer types. ● Establish quality assurance processes and KPIs to measure operational performance, customer satisfaction, and time-to-value. ● Collect and analyze customer feedback through surveys, direct engagement, and monthly meetings to identify trends and inform product roadmap priorities. ● Partner with Product and Engineering teams to advocate for customer needs and ensure platform enhancements support operational goals. Customer Retention & Growth ● Proactively monitor customer health indicators and intervene with at-risk accounts before issues escalate. ● Drive retention through ongoing value reinforcement, education, and alignment with evolving customer needs and goals. ● Identify and pursue expansion opportunities (upsell/cross-sell) based on customer maturity, outcomes, and unmet needs, collaborating closely with Sales and Marketing. ● Manage escalations with urgency and ownership, coordinating internally to drive rapid resolution and maintain customer trust. Team Leadership & Development ● As Never Alone scales, build, lead, and mentor a high-performing operations team, instilling a culture of accountability, proactivity, and customer-centricity. ● Set clear expectations, provide ongoing coaching, and create development opportunities to grow team capabilities and career trajectories. ● Foster collaboration across functions, ensuring seamless coordination between operations, sales, product, clinical, and support teams. Qualifications Experience: ● 8+ years of experience in operations, customer success, implementation, or account management within healthcare technology, SaaS, or related fields. ● 5+ years in a leadership position managing cross-functional teams and driving operational excellence. ● Proven track record of building and scaling standardized processes for onboarding, implementation, and ongoing account management. Skills & Attributes: ● Highly proactive, outgoing, and results-driven—thrives on taking initiative and driving outcomes without waiting to be told what to do. ● Exceptional relationship-building and communication skills with the ability to engage effectively with diverse stakeholders (customers, providers, executives, cross-functional teams). ● Strong analytical and reporting capabilities—able to translate data into compelling insights and action plans. ● Comfortable leading meetings, presenting to executives, and facilitating difficult conversations with professionalism and empathy. ● Demonstrated ability to manage competing priorities, meet deadlines, and thrive in a fast-paced, dynamic environment. ● Self-starter with an ownership mindset—takes full accountability for outcomes and drives solutions independently. Healthcare Knowledge: ● Deep understanding of post-acute care settings including SNF, AL, Home Health, and Hospice operations and workflows. ● Familiarity with healthcare compliance requirements, regulatory frameworks, and quality standards. ● Knowledge of provider recruitment, care coordination, and clinical service delivery models. Technical Skills: ● Proficient in CRM systems (HubSpot), project management tools, and customer success platforms. ● Familiarity with healthcare SaaS platforms, reporting/analytics tools, and data visualization best practices. ● Comfortable working with technical teams and translating business requirements into product or platform enhancements. Education: ● Bachelor's degree in business, healthcare administration, operations management, or a related field. Travel: ● Regular travel required (up to 40%) to ensure successful implementation, conduct on-site training, lead customer meetings, and maintain strong customer and provider relationships. PERFORMANCE METRICS ● Time-to-value for new customers (D2C launches and B2B implementations) ● User adoption rates and platform engagement scores across customer segments ● Customer satisfaction (CSAT/NPS) and retention rates ● Quality and timeliness of operational reporting and monthly success meetings ● Successful identification and closure of expansion/upsell opportunities ● Compliance adherence and operational excellence across all implementations ● Effectiveness of standardized processes and playbooks in reducing errors and accelerating launches