Vice President, Operations
About the Opportunity The organization is seeking a Vice President, Operations to lead, scale, and optimize its technology-enabled care practice, encompassing in-home care delivery and telehealth programs. This executive leader will hold end-to-end accountability for operational performance, spanning member engagement and scheduling through visit delivery and follow-up. Combining operational discipline with strong product judgment, this role designs how artificial intelligence, software, and distributed teams work together to execute dependable, high-quality service at scale. Deep healthcare experience is not required; candidates may bring leadership experience from technology-enabled services, consumer businesses with physical delivery, logistics, hospitality, or home-based operations.
Key Responsibilities
Own the operating strategy and performance across in-home and telehealth programs, maintaining accountability for member experience, clinician experience, reliable care delivery, and financial outcomes. Design the end-to-end member journey, including outreach, booking, visit preparation, arrival, telehealth access, and follow-up, ensuring accessible service for members and caregivers across varying levels of digital literacy. Integrate AI into operational execution across member engagement, scheduling, routing, visit preparation, documentation support, and follow-up coordination to automate routine workflows and route exceptions to human judgment. Enhance the clinician experience by reducing administrative burden before, during, and after visits, ensuring clinicians have necessary context to focus on direct care. Partner with Product and Technology teams to translate operational needs into product requirements, validate workflows with frontline teams, and drive operational adoption and results. Lead distributed operations, including demand forecasting, capacity planning, staffing, scheduling, routing, and deployment, balancing access, continuity of care, travel time, and capacity. Collaborate with Clinical leadership to define parameters for autonomous AI execution versus required human review, establishing monitoring and escalation paths while ensuring clinical decisions remain with licensed clinicians. Establish operational reviews and performance metrics connecting member engagement, completed visits, follow-up completion, clinician administrative time, capacity utilization, cost to serve, and health outcomes. Lead and develop the operations management team, including the Director, Practice Operations and Support, restructuring roles and workflows as technology advances. Spend time directly in the field, observing in-home and telehealth visits and utilizing frontline tools to identify and resolve operational friction points.
Required Qualifications
Proven track record of building and scaling complex, distributed operations that combine technology with physical or real-world service delivery. Demonstrated success materially improving mobile or field-based workforce productivity, capacity utilization, scheduling, routing, resource allocation, service levels, or cost structure at scale. Experience applying AI and automation to transform daily operational workflows, achieving measurable improvements in service quality, capacity, or operational cost. Hands-on familiarity with AI tools, with the ability to prototype workflows, assess performance, and partner with engineering teams to deploy production capabilities. Strong product and user-experience judgment, with the ability to identify service friction and translate operational observations into effective workflows and systems. Advanced analytical and systems-thinking abilities, including the capacity to balance demand, capacity, service quality, and unit economics. Demonstrated ability to design operational systems around human expertise, providing operational and professional teams with necessary context, control, and support. Proven leadership capability with experience developing leaders, driving accountability, and operating effectively across strategic decisions and frontline workflow details. Ability to execute in an evolving environment and willingness to spend time in the field and travel as needed.
Preferred Qualifications
Experience leading operations within technology-enabled services, consumer logistics, hospitality, mobile workforce management, or home-based healthcare delivery.
Compensation and Benefits
Estimated Base Salary: $275,000—$350,000 USD (final compensation determined by factors including education, work experience, certifications, and market data). Performance-based bonus program. Equity opportunities and Employee Stock Purchase Plan (ESPP). Comprehensive medical, dental, and vision coverage. 401(k) retirement plan with organization matching. Flexible paid time off and paid parental leave. Professional development programs and learning support. Remote-first working environment. Equal Opportunity and Compliance Notices The organization is an Equal Opportunity Employer. Employment decisions are made without regard to race, gender identity, age, disability status, veteran status, sexual orientation, religion, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment. The organization participates in E-Verify.