Note: The job is a remote job and is open to candidates in USA. Affordable Care is seeking a Senior Director, Central Operations responsible for leading the Operations Services function. This role involves ensuring that major field-facing initiatives and programs are execution-ready and analytically grounded, while also managing a team focused on operational project management, analytics, and cross-functional coordination.
Responsibilities
- Lead the Operations Services team, including direct oversight of director-level and manager-level roles responsible for field readiness, operational project management, executive reporting, analytics, business cases, and enterprise operating routines
- Establish clear priorities, roles, decision rights, and performance expectations across the Operations Services function
- Coach and develop team members to operate with high ownership, strong judgment, executive-ready communication, and consistent follow-through
- Ensure the team is focused on the highest-value operational priorities and not simply responding to ad hoc requests
- Create a disciplined operating rhythm for the function, including team priorities, project status, escalation paths, decision logs, and measurable outcomes
- Serve as the senior point of accountability for Central Operations Services work quality, stakeholder alignment, and execution reliability
- Own the enterprise operational readiness process for major corporate initiatives prior to field launch
- Ensure initiatives are pressure-tested through an operational lens, including clinic workflow impact, staffing feasibility, system readiness, SOP clarity, training needs, reporting, field capacity, and cumulative change load
- Establish and enforce readiness standards so initiatives are: Clearly documented with SOPs, playbooks, and field-facing tools; Properly sequenced for field execution; Supported with training, communications, reporting, and escalation paths; Piloted, refined, and clinic-validated before broad rollout; Measured for adoption, execution quality, and business impact
- Make go/no-go or delay recommendations to the COO, SVP of Lab & Central Operations, and SVP Field Operations when initiatives are not ready for field deployment
- Reduce fragmented, rushed, or under-supported rollouts by ensuring clear ownership, practical field design, and disciplined change management
- Serve as a senior operational gatekeeper and field advocate in enterprise planning forums
- Lead the continued development, maturation, and operationalization of the Affordable Way as a durable enterprise operating model
- Ensure the Affordable Way translates into clear, practical, and measurable operating expectations for clinics, field leaders, and support teams
- Oversee the development and maintenance of standardized operating routines, including daily, weekly, monthly, and quarterly rhythms
- Partner with Training, Clinical, Compliance, HR, IT, Lab, and Field Operations to embed Affordable Way standards into SOPs, tools, leader expectations, performance management, and field execution routines
- Support governance of enterprise operating standards, including documentation, version control, change control, adoption tracking, and continuous improvement
- Ensure operating standards are practical, field-tested, and designed to improve consistency without eliminating necessary local flexibility
- Monitor adoption, execution quality, and business impact of Affordable Way routines and standards
- Own the Operations Services reporting and insights agenda, ensuring leaders have a clear view of performance, trends, exceptions, root causes, and required actions
- Direct the development of weekly executive scorecards, Week-in-Review reporting, dashboards, QBR materials, and operational performance readouts
- Ensure reporting moves beyond data sharing to clear “so what / now what” recommendations
- Oversee driver-based analysis on operational performance, including revenue growth, margin, scheduling, show rates, capacity, labor, clinic execution, patient experience, and initiative adoption
- Ensure dashboards and recurring reports are self-serve, reliable, field-relevant, and aligned to one source of truth
- Partner with IT/Data and Finance to define metrics, improve data quality, pressure-test assumptions, and ensure reporting supports operational decision-making
- Ensure ad hoc analyses and deep dives are prioritized against business value and converted into action plans with owners, dates, and expected impact
- Lead the team in developing business cases, operating models, and decision briefs for key enterprise initiatives
- Ensure strategic recommendations are grounded in clear problem statements, operational facts, financial impact, risks, tradeoffs, and implementation requirements
- Oversee scenario modeling and ROI analysis for staffing changes, channel mix, vendor options, routing, market pilots, centralization opportunities, operating model changes, and major field initiatives
- Partner with Finance on forecasts, sensitivity analyses, and performance outlooks
- Translate complex operational topics into concise executive-ready materials that clarify options, decisions needed, owners, timelines, and expected outcomes
- Ensure leadership discussions are supported by clear facts, practical recommendations, and disciplined follow-through
- Serve as a senior liaison between Field Operations and corporate functions to ensure enterprise work is aligned to clinic realities and execution capacity
- Partner with Operations, Lab, Finance, IT, HR, Marketing, Clinical, Compliance, and Training to align workplans, dependencies, owners, timing, and field support requirements
- Ensure cross-functional partners understand field workflows, operational constraints, change load, and practical execution requirements
- Facilitate structured operating forums that improve coordination, decision-making, and accountability across functions
- Protect the field from unnecessary complexity, redundant work, unclear ownership, or poorly sequenced initiatives
- Translate field feedback into actionable improvements in initiative design, SOPs, reporting, training, and operating routines
- Maintain strong relationships with SOLs, DFOs, PDSs, LOMs, GMs, clinical leaders, lab leaders, and corporate stakeholders
- Oversee operational project management routines for priority Central Operations initiatives
- Ensure major initiatives have clear charters, milestones, owners, dependencies, decision logs, risks, communications, and success metrics
- Direct team members responsible for agendas, pre-reads, follow-ups, stakeholder preparation, and project cadence
- Maintain visibility into key initiatives and escalate risks early when work is off-track, under-resourced, or misaligned
- Ensure project management is practical and outcome-oriented—not process for process’s sake
- Drive closure on decisions, action items, and unresolved cross-functional dependencies
- Own the enterprise SOP development roadmap in partnership with operational and functional leaders
- Prioritize SOP development based on value creation, execution risk, field pain points, patient experience, revenue growth, margin improvement, compliance needs, and scalability
- Ensure SOPs are field-tested, practical, clear, and embedded into daily operations
- Build mechanisms to measure whether SOPs and operating standards are adopted and sustained
- Identify material operational gaps and translate them into clear, sequenced improvement priorities
- Reinforce a culture of accountability, simplicity, continuous improvement, and disciplined execution
Skills
- Bachelor's degree in Business Administration, Healthcare Management, Operations, Finance, Analytics, or related field required; advanced degree preferred
- 7+ years of progressive operations, strategy, analytics, project leadership, or multi-site healthcare/dental operations experience
- Experience leading teams and influencing senior cross-functional stakeholders
- Demonstrated ability to lead enterprise initiatives from strategy through field execution
- Strong operational and financial acumen, with ability to translate data into practical action
- Experience with executive reporting, business cases, KPI management, operational dashboards, and performance management routines
- Willingness and ability to travel as required
- Experience with dental, healthcare, retail, field operations, or multi-site service environments
- Familiarity with Dentrix, Power BI, Excel, PowerPoint, and enterprise reporting tools
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