Director of Operations, New Programs
OpenLoop
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Lead the operational design, launch, and scale of new verticals (Longevity, TRT, HRT, ED, Sleep, and future programs), ensuring readiness across workflows, support, communications, quality, and compliance.
- Build scalable, repeatable frameworks for launching new D2C care models, tailored to the clinical and regulatory needs of each vertical.
- Own end-to-end patient journey mapping, identifying friction points and driving solutions pre- and post-launch.
- Partner cross-functionally with Product, Clinical Operations, Engineering, Marketing, Customer Success, and partner brands to deliver seamless, brand-aligned patient experiences.
- Design and oversee omni-channel patient engagement and support strategies across SMS, chat, email, in-app, and voice.
- Build and optimize patient communication flows including onboarding, education, visit guidance, reminders, and retention initiatives.
- Drive personalized engagement strategies that improve conversion, adherence, satisfaction, and long-term retention.
- Establish analytics and reporting frameworks to measure patient experience, engagement, retention, quality, and operational performance.
- Analyze structured and unstructured data (surveys, reviews, tickets, call summaries) to identify experience gaps and improvement opportunities.
- Translate patient and operational insights into actionable recommendations for product, clinical, and operational teams.
- Define and manage KPIs, SLAs, QA processes, and coaching programs to improve efficiency, quality, empathy, and brand adherence.
- Serve as the operational leader for new programs, reporting performance and risks to executives while managing teams across engagement, analytics, quality, and operations.
Requirements
- 7+ years of experience in digital health, healthcare operations, analytics, patient experience, or related fields.
- 3+ years of leadership experience managing teams across operations, analytics, quality, or patient engagement.
- Proven success building and scaling virtual care operations or D2C health programs.
- Strong ability to synthesize complex data into clear insights and operational decisions.
- Deep understanding of telehealth workflows, patient support models, communication automation, and CRM systems.
- Comfortable operating in a fast-paced, cross-functional environment with competing priorities.
- Experience launching or scaling clinical programs in TRT, HRT, longevity, ED, Sleep, metabolic health, or similar preferred.
- Experience with patient engagement and support platforms such as Amazon Connect, Zoho, Tellescope, Intercom, Healthie, or similar tools preferred.
- MBA or equivalent experience in operations, analytics, or healthcare leadership preferred.
Benefits
- Medical, Dental, and Vision plans
- Flexible Spending/Health Savings Accounts
- Flexible PTO
- 401(k) + Company Match
- Life Insurance, Pet insurance, and more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
patient journey mappingdata analysisKPI managementSLA managementQA processescommunication automationtelehealth workflowspatient support modelsoperational designanalytics frameworks
Soft skills
leadershipcross-functional collaborationproblem-solvingstrategic thinkingcommunicationadaptabilityempathyinsight synthesisoperational decision-makingteam management
Certifications
MBAhealthcare leadership certificationoperations management certificationanalytics certificationdigital health certification