Director, Strategy & Operations

Responsibilities

• Own end-to-end strategic and operational initiatives from problem definition through implementation and measurement
• Partner with department leaders to diagnose operational needs for scale and co-own improvement work, including designing lighter-touch workflows with clinical leadership
• Build analytical frameworks for measuring operational performance across functions
• Lead specific workstreams including driving company efficiency, measuring AI integration impact, and identifying upstream drivers of CX volume
• Run cross-functional projects and take ownership of scale initiatives
• Shape the Strategy & Operations function, define team operations, engagement model, and future hiring profiles

Requirements

• Strong analytical foundation: structure ambiguous problems, build models/frameworks, and pressure-test conclusions
• Operational instincts with bias toward closing the gap between recommendations and working operations
• Credibility with highly specialized experts; ability to challenge department heads constructively
• Bias to ownership; measure success by whether changes remain durable six months later
• Comfort with ambiguity and white space; make judgment calls on scope and completion
• Strong written and verbal communication for executive one-pagers and cross-functional working sessions

Nice-to-Haves

• Experience in healthcare, regulated industries, or services businesses with human delivery models
• Experience building an S&O, BizOps, or Chief of Staff function from scratch