Director of Operations

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $153k - $165k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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AnswersNow

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 $11M Series A on 2023-02

Healthcare • Consulting • Healthcare Insurance

AnswersNow is a company dedicated to providing virtual autism support for families everywhere. They offer ABA therapy on an engaging virtual platform, aiming to make support accessible without a waitlist, and they work with all major insurance carriers including Medicaid. The company tailors their evidence-based care to address the specific needs and priorities of each family. Their team includes board-certified behavior analysts (BCBAs) with extensive training, who provide one-on-one expert support through their proprietary digital platform, allowing for therapy sessions to be conducted in a family-friendly environment. AnswersNow's mission is to empower families with flexible, quality care and to make the world more inclusive for individuals with autism.

📋 Description

• Lead the Operations team and oversee the client journey from initial inquiry through assessment scheduling • Own accountability for conversion, speed-to-lead, and time-to-assessment • Diagnose funnel attrition and identify root causes using operational data • Define, collect, and analyze data to prioritize and validate improvements • Own configuration, administration, and continuous improvement of HubSpot and Aircall • Manage pipelines, workflows, call routing, and reporting • Identify, implement, and scale AI agents and automation across intake and scheduling workflows • Own the call and activity audit program • Translate audit findings into coaching, scripting, and process improvements • Manage Operations team KPIs and operating expenses • Report performance, risks, and planned actions to the Senior Leadership Team • Lead development and rollout of the capacity model • Train teams on time and motion study methodology • Direct process improvements toward activities with the greatest time and cost impact • Manage forecasting and unit cost economics models • Analyze and interpret model results, make recommendations, and align staffing to model outputs • Perform other ad hoc responsibilities as assigned • Travel occasionally, 0-5%

🎯 Requirements

• 5+ years of leadership experience in high-volume operations, patient access, intake, or inside sales • At least 3 years leading managers or multi-role teams accountable for conversion and speed-to-care performance • Ability to diagnose pipeline attrition using data • Proficiency in Excel or Google Sheets, business intelligence tools, or SQL • Record of translating analytical findings into process changes that measurably improve performance • Hands-on experience configuring and optimizing CRM and telephony platforms, including pipelines, workflows, call routing, and reporting • Experience with HubSpot and Aircall strongly preferred • Proven experience deploying AI agents or workflow automation within a live operation • Experience implementing capacity models and leading time and motion studies • Experience managing departmental operating expenses • Working knowledge of forecasting and unit cost economics • Experience designing and administering call and activity audit programs • Ability to build alignment across Clinical, Revenue Cycle Management, Product, Finance, and Growth • Ability to deliver clear, data-supported recommendations to the Senior Leadership Team • Background in an early-stage company, behavioral health, ABA therapy, pediatrics, Medicaid or payer-driven environments, or digital health operations preferred • Ability to work Monday-Friday, 9 a.m.-6 p.m. ET • Legally authorized to work in the United States

🏖️ Benefits

• 10% variable compensation • Medical benefits • Dental benefits • Vision benefits • Flexible time off • Async-friendly team culture • Fully remote work • W-2 employment

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