OpenLoop

Director of Operations, New Programs

OpenLoop

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

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 & Tools
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