Director of Operations

Answersnow; United States; Remote; USD 153,000 - 165,000; Full time

Benefits offered by this job

Medical, Dental and Vision Benefits

Flexible time off

Async-friendly team culture

Job summary

AnswersNow is seeking an analytical, systems-oriented Director of Operations to lead and optimize the operational engine from inquiry to assessment, owning the Operations team and capacity strategy. You will diagnose funnel performance, advance AI agents across workflows, and translate forecasting and unit-cost insights into staffing and process decisions.

This fully remote, W-2 role requires 5+ years of leadership in high-volume operations and hands-on experience with CRM/telephony (HubSpot,

Qualifications

• 5+ years in high-volume operations leadership with teams
• Strong analytics with Excel/Sheets, BI tools, or SQL
• Experience configuring CRM/telephony (HubSpot/Aircall) and translating data into improvements

Responsibilities

• Lead the Operations team and oversee the full client journey from inquiry through assessment scheduling.
• Diagnose funnel performance and identify root causes to prioritize improvements.
• Own the configuration and continuous improvement of HubSpot and Aircall pipelines, workflows, and reporting.
• Identify, implement, and scale AI agents and automation across intake and scheduling workflows.
• Design and manage call and activity audit programs to guide coaching and improve outcomes.
• Hold accountability for OPS KPIs and operating expenses, reporting to Senior Leadership.
• Lead the development and rollout of the capacity model structure and time-and-motion studies.

Skills

Operations Leadership

Funnel analytics

CRM & Telephony

AI & Automation

Capacity & Cost Management

Quality Management

Cross-functional Leadership

Behavioral health domain knowledge

Tools

HubSpot

Aircall

Job description

About AnswersNow

At AnswersNow, we are trailblazing the future of autism therapy, making it more immediate, accessible, and effective for families everywhere. Our innovative virtual ABA therapy platform is thoughtfully designed by clinicians to recreate the focused, supportive environment of in-person therapy, complete with distraction-free features and interactive activities that enhance engagement and progress.

Remote, Anywhere in the US

Our team operates fully remote - meaning you'll have the flexibility to work from the comfort of home.

Why this role matters:

AnswersNow is seeking an analytical, systems-oriented, and executive-minded Director of Operations to lead and optimize the operational engine that guides families from initial inquiry to a scheduled clinical assessment. Positioned at the intersection of growth, clinical delivery, and finance, this leader will own the Operations team, the systems that support it, and the capacity strategy that ensures efficient, scalable service delivery.

This is a high-impact leadership role requiring a hands-on operator who can diagnose funnel performance through data, advance the use of AI agents across operational workflows, and translate capacity, forecasting, and unit cost insights into sound staffing and process decisions.

Job Details

• Full-Time, W-2
• Fully Remote
• Core Hours: M-F, 9a - 6p ET

Job Requirements

• Operations Leadership: 5+years of leadership experience in high-volume operations, patient access, intake, or inside sales, including at least three years leading managers or multi-role teams accountable for conversion and speed-to-care performance.
• Funnel and Root-Cause Analytics: Demonstrated ability to diagnose pipeline attrition using data, with proficiency in Excel or Google Sheets, business intelligence tools, or SQL, and a record of translating findings into process changes that measurably improved performance.
• Systems Ownership: Hands-on experience configuring and optimizing CRM and telephony platforms, including pipelines, workflows, call routing, and reporting. Experience with HubSpot and Aircall is strongly preferred.
• AI and Automation Expertise: Proven experience deploying AI agents or workflow automation within a live operation, with measurable improvements in capacity, speed, or quality.
• Capacity and Cost Management: Experience implementing capacity models, leading time and motion studies, and managing departmental operating expenses, with working knowledge of forecasting and unit cost economics.
• Quality Management: Experience designing and administering call and activity audit programs and using results to guide coaching and improve outcomes.
• Cross-Functional Leadership: Ability to build alignment across Clinical, Revenue Cycle Management, Product, Finance, and Growth, and to deliver clear, data-supported recommendations to the Senior Leadership Team.
• Preferred Qualifications: Background in an early stage company in behavioral health, ABA therapy, pediatrics, Medicaid or payer-driven environments, or digital health operations.

What You’ll Do

• Client Journey Ownership: Lead the Operations team and oversee the full client journey from initial inquiry through assessment scheduling, with accountability for conversion, speed-to-lead, and time-to-assessment.
• Funnel Performance Diagnostics: Identify where and why families exit the funnel; define, collect, and analyze the data required to determine root causes and to prioritize and validate improvements.
• Operations Systems Management: Own the configuration, administration, and continuous improvement of HubSpot and Aircall, including pipelines, workflows, call routing, and reporting, ensuring systems align with operational processes.
• AI Agent Integration: Identify, implement, and scale AI agents and automation across intake and scheduling workflows to expand team capacity and reduce time to care.
• Quality Assurance: Serve as the sole owner of the call and activity audit program, translating findings into coaching, scripting, and process improvements that elevate outcomes.
• Performance and Budget Accountability: Hold accountability for Operations team KPIs and operating expenses, and report performance, risks, and planned actions to the Senior Leadership Team.
• Capacity Model Ownership: Lead the development and rollout of the capacity model structure, train teams on time and motion study methodology, and reduce operating expenses by directing process improvement toward the activities with the greatest time and cost impact.
• Forecasting and Unit Cost Economics: Serve as the Accountable party (RACI) for the ongoing management of forecasting and unit cost economics models, including data analysis, interpretation of results, resulting recommendations, and alignment of staffing to model outputs.
• Other ad hoc responsibilities as assigned.
• Occasional Travel: 0-5%

What we offer

• $153,000-$165,000 + 10% variable
• Medical, Dental and Vision Benefits
• Flexible time off
• Async-friendly team culture

More About AnswersNow

AnswersNow welcomes applicants of all backgrounds, experiences, and abilities. We believe a diverse team is a strong team, and are committed to provide a fair and equitable experience for every candidate. If you require reasonable accommodations at any stage, we encourage you to reach out. We're here to support! Learn more about us at getanswersnow.com

E-Verify & Right to Work

AnswersNow participates in E-Verify and electronically verifies the work authorization of all new hires upon employment. E-Verify is only used after a job offer has been accepted; it is not used to pre-screen applicants. For more information, view the E-Verify Participation and Right to Work posters in English and Spanish.