Full-Time Head of Operations (Optometry)

Position: Integrator / Head of Operations (Optometry)

Set-up: Fully Remote

SummaryServe as the “right-hand” to the Visionary (CEO) by translating high-level strategy into actionable operations. Own day-to-day leadership of the organization’s operational departments—including phone support, Virtual Assistants (VAs), scribes, back-office, insurance billing/filing, and training & development. The ultimate goal is to ensure smooth service delivery, meet and exceed client expectations, drive continuous improvement, and achieve company-wide goals.

Organizational Relationships

• Reports To: Visionary (CEO) / Ankit Patel
• Direct Reports: Supervisors (Phone Support, VA, Back-Office), Billing & Insurance Teams, Operations Staff, Quality Analyst, etc.
• Cross-Functional: Works closely with Finance, People/HR, Software Development, Sales & Marketing, and Client Success teams.

Key Areas of Responsibility and Accountability

• Operations Management
• Oversee Phone Support: Ensure teams meet SLAs (speed-to-answer, call quality, wow scores).
• Manage VAs & Scribes: Coordinate task allocation, productivity targets, and training.
• Back-Office & Insurance: Oversee insurance verification, claims filing, postings, and other administrative tasks, ensuring accuracy, timeliness, and compliance.
• Process Development & SOPs: Create, refine, and enforce Standard Operating Procedures across all operational units.
• Resource Allocation: Ensure teams have the tools, systems, and staffing needed.

Client Satisfaction & Quality Control

• Client Expectations: Collaborate with Client Success Managers to align operational delivery with defined client SLAs and service expectations.
• Quality Assurance: Work with Quality Analysts and Supervisors to evaluate call and service quality.
• Issue Resolution: Lead rapid resolution of operational issues.

Training & Development

• Team Training Programs: Oversee design and implementation of ongoing training.
• Skills Assessment: Coordinate with supervisors and trainers to conduct performance assessments.
• Knowledge Management: Maintain and update training manuals and knowledge bases.

Leadership, Management & Accountability (LMA)

• Provide clear direction, manage performance, and hold direct reports accountable for delivering on company goals.
• Performance Coaching: Mentor supervisors, encouraging professional growth.
• Cross-Functional Collaboration: Partner with the Visionary on strategic initiatives.

Data-Driven Decision Making & Metrics

• KPI Tracking: Monitor and drive key metrics.
• Reporting: Create regular reports for the Visionary/CEO.
• Continuous Improvement: Use data to identify trends, propose improvements.

Strategic Planning & Growth

• Scalability: Develop strategies to scale operations.
• Automation & Technology: Work with IT to implement technologies.
• Risk Management: Identify operational risks (compliance, HIPAA, data security).

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