Full-Time Head of Operations (Optometry)

Integrator / Head of Operations (Optometry)

Fully Remote Position

Serve as the "right-hand" to the Visionary (CEO), translating high-level strategy into actionable operations. Own day-to-day leadership of operational departments (phone support, VAs, scribes, back-office, insurance billing/filing, training & development). Ensure smooth service delivery, meet/exceed client expectations, drive continuous improvement, and achieve company-wide goals.

Organizational Relationships

Reports To: Visionary (CEO) / Ankit Patel

Direct Reports: Supervisors, 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

1. Operations Management
• Oversee Phone Support: Ensure teams meet SLAs (speed-to-answer, call quality, wow scores).
• Manage VAs & Scribes: Coordinate tasks, productivity, and training.
• Back-Office & Insurance: Oversee insurance, ensuring accuracy, timeliness, and compliance.
• Process Development & SOPs: Create, refine, and enforce Standard Operating Procedures.
• Resource Allocation: Ensure teams have necessary tools, systems, and staffing.

2. Client Satisfaction & Quality Control
• Client Expectations: Collaborate with Client Success Managers to align operational delivery.
• Quality Assurance: Evaluate call and service quality, identify gaps, and implement corrective actions.
• Issue Resolution: Lead rapid resolution of operational issues.

3. Training & Development
• Team Training Programs: Oversee design and implementation.
• Skills Assessment: Coordinate performance assessments.
• Knowledge Management: Maintain training manuals and knowledge bases.

4. Leadership, Management & Accountability
• Provide clear direction and hold direct reports accountable.
• Performance Coaching: Mentor supervisors, encouraging professional growth.
• Cross-Functional Collaboration: Partner with the Visionary on initiatives and with other teams.

5. Data-Driven Decision Making & Metrics
• KPI Tracking: Monitor and drive key metrics (SLA compliance, quality scores, error rates, etc).
• Reporting: Create regular reports on performance.
• Continuous Improvement: Use data to identify trends, propose improvements, and innovate.

6. 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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