Full-Time Head of Operations (Remote)

Integrator / Head of Operations (Optometry) - Fully Remote

Serve as the "right-hand" to the Visionary (CEO) by translating high-level strategy into actionable operations.

Own day-to-day leadership of operational departments: phone support, Virtual Assistants (VAs), scribes, back-office, insurance billing/filing, and training & development.

Goal: Ensure smooth service delivery, meet & exceed client expectations, drive continuous improvement, and achieve company-wide goals.

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.

1. 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 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: Align operational delivery with client SLAs and expectations.
   • Quality Assurance: Evaluate call & 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 of ongoing training.
   • Skills Assessment: Coordinate performance assessments.
   • Knowledge Management: Maintain and update training manuals and knowledge bases.
4. Leadership, Management & Accountability (LMA)
   • Provide clear direction, manage performance, and hold direct reports accountable.
   • Performance Coaching: Mentor supervisors, encourage professional growth.
   • Cross-Functional Collaboration: Partner with the Visionary and relevant teams.
5. Data-Driven Decision Making & Metrics
   • KPI Tracking: Monitor SLA compliance, attendance, quality scores, etc.
   • Reporting: Create regular reports for the Visionary/CEO.
   • Continuous Improvement: Use data to identify trends, propose improvements.
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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