Director of Operations

AnswersNow

. Lead the Operations team and oversee the client journey from initial inquiry through assessment scheduling .

Posted 11/11/2026full-timeRemote • United StatesLead💰 $153,000 - $165,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-volume operations with a focus on conversion and speed-to-care performance, utilizing data analysis to drive process improvements and operational efficiency. Proficient in managing CRM and telephony platforms, including HubSpot and Aircall, while implementing AI agents and automation to enhance workflows.

Highest-signal resume keywords

Leadership Experience in High-Volume OperationsData Analysis for Pipeline Attrition DiagnosisHubSpot and Aircall Configuration and OptimizationAI Agents and Workflow Automation DeploymentCapacity Models and Time and Motion Studies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProcess ImprovementCRM ConfigurationTelephony Platform OptimizationExcel or Google Sheets ProficiencySQL ProficiencyCapacity ModelingForecastingUnit Cost EconomicsCall and Activity Audit Program Design

Soft Skills

Team LeadershipClear CommunicationCross-Functional CollaborationCoaching and Training

Tools & Technologies

HubSpotAircallBusiness Intelligence Tools

Industry Keywords

Patient AccessIntakeInside SalesBehavioral HealthABA TherapyPediatricsMedicaidDigital Health Operations

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Lead the Operations team and oversee the client journey from initial inquiry through assessment scheduling
Own accountability for conversion, speed-to-lead, and time-to-assessment
Diagnose funnel attrition and identify root causes using operational data
Define, collect, and analyze data to prioritize and validate improvements
Own configuration, administration, and continuous improvement of HubSpot and Aircall
Manage pipelines, workflows, call routing, and reporting
Identify, implement, and scale AI agents and automation across intake and scheduling workflows
Own the call and activity audit program
Translate audit findings into coaching, scripting, and process improvements
Manage Operations team KPIs and operating expenses
Report performance, risks, and planned actions to the Senior Leadership Team
Lead development and rollout of the capacity model
Train teams on time and motion study methodology
Direct process improvements toward activities with the greatest time and cost impact
Manage forecasting and unit cost economics models
Analyze and interpret model results, make recommendations, and align staffing to model outputs
Perform other ad hoc responsibilities as assigned
Travel occasionally, 0-5%

Requirements

What you’ll need

5+ years of leadership experience in high-volume operations, patient access, intake, or inside sales
At least 3 years leading managers or multi-role teams accountable for conversion and speed-to-care performance
Ability to diagnose pipeline attrition using data
Proficiency in Excel or Google Sheets, business intelligence tools, or SQL
Record of translating analytical findings into process changes that measurably improve performance
Hands-on experience configuring and optimizing CRM and telephony platforms, including pipelines, workflows, call routing, and reporting
Experience with HubSpot and Aircall strongly preferred
Proven experience deploying AI agents or workflow automation within a live operation
Experience implementing capacity models and leading time and motion studies
Experience managing departmental operating expenses
Working knowledge of forecasting and unit cost economics
Experience designing and administering call and activity audit programs
Ability to build alignment across Clinical, Revenue Cycle Management, Product, Finance, and Growth
Ability to deliver clear, data-supported recommendations to the Senior Leadership Team
Background in an early-stage company, behavioral health, ABA therapy, pediatrics, Medicaid or payer-driven environments, or digital health operations preferred
Ability to work Monday-Friday, 9 a.m.-6 p.m. ET
Legally authorized to work in the United States

Benefits

Comp & perks

10% variable compensation
Medical benefits
Dental benefits
Vision benefits
Flexible time off
Async-friendly team culture
Fully remote work
W-2 employment