Director, Operational Enablement & Experience

IntellaTriage; Brentwood (TN); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

PTO accrual

401(k) plan

Medical insurance

Dental insurance

Vision insurance

Supplemental insurances

Job summary

IntellaTriage seeks a Director of Operational Enablement & Experience to own the nurse onboarding journey from offer to ready-to-work status. You will build a scalable onboarding infrastructure across employment setup, licensure, system access, and training, partnering with Workforce Management for capacity and start dates.

You will lead a cross-functional team spanning Workforce Operations, Clinical Ops, HR, and IT to deliver a high-touch, efficient onboarding engine, reduce

Qualifications

• Bachelor’s degree in business, management, or related field; master’s preferred.
• 8+ years in operations, process improvement, or related field.
• 4+ years of team leadership and experience scaling operations.

Responsibilities

• Own end-to-end nurse onboarding lifecycle from signed offer to ready-to-work.
• Develop a standardized readiness framework covering setup, licensure, access, and training.
• Align onboarding capacity with hiring volumes and start dates with Workforce Management.
• Create a high-touch, clear communication experience for new nurses.
• Oversee employment setup, background checks, payroll, and audit-ready docs.
• Manage multi-state nurse licensure verification and regulatory needs.
• Coordinate EMR/system access with IT, Clinical Ops, and clients.
• Establish onboarding KPIs, SLAs, dashboards, reporting for leadership.
• Identify bottlenecks and implement process improvements and scalable tools.
• Lead and develop the Operations Enablement team; balance strategy and execution.

Skills

Analytical skills

Communication

Coaching

Problem-solving

Relationship-building

Education

Bachelor’s degree in business or related field

Master’s degree preferred

Tools

EMR/EHR platforms

Cloud-based telephony systems

Job description

This is a fantastic opportunity to be a part of a rapidly growing, private equity-backed business. We are actively recruiting for a talented Director of Operational Enablement & Experience to join our team of energetic, compassionate professionals. The Director of Operational Enablement & Experience owns the end-to-end nurse onboarding and readiness journey from offer acceptance through "ready-for-productivity" status. This leader is accountable for building a seamless, scalable, and high-quality onboarding infrastructure that ensures every nurse is operationally prepared, fully credentialed, system-enabled, and set up for early success.

This role sits at the intersection of Workforce Operations, Clinical Operations, HR, and Technology, ensuring that all non-clinical onboarding processes - including scheduling, employment setup, licensure, system access, and communication - are executed with precision, speed, and with an exceptional employee experience.

In this role, you will partner directly with the executive leadership team to design and operationalize a best-in-class onboarding engine that reduces time-to-productivity, eliminates friction, and improves early-tenure retention. This position reports directly to the VP of NX (Nursing Experience) Operations.

IntellaTriage’s mission is to improve the lives of nurses and patients. Bottom line - we want to ensure our providers’ patients are able to receive the care they need any time, any place; and their nurses are able to be at ease knowing their patients are in good hands. Our nurse triage and patient engagement services are in high demand, exceeding our growth goals every year for the past seven years, and we are looking for a team member to help us take our company to the next level.

Since 2019, IntellaTriage has transformed from quality small business to the leading provider of nurse triage in the hospice and home health markets. Our nursing team has grown from 45 to 350 - and we expect to surpass 450 within the next 12 months - making us the largest nurse-first triage service in the world. We have also begun service with several of the largest and most well-respected names in hospice and home care during this time period. We have aggressive growth plans over the next five years this position will play an integral role in achieving our vision.

Key Responsibilities

• Own the end-to-end nurse onboarding lifecycle from signed offer through ready-to-work status.
• Develop and manage a standardized readiness framework covering employment setup, licensure, system access, scheduling, and training.
• Partner with Workforce Management to align hiring volumes, onboarding capacity, start dates, and staffing needs.
• Create a clear, high-touch communication experience for new nurses.
• Oversee employment setup, background checks, employment verification, payroll and tax setup, and audit-ready documentation.
• Manage multi-state nurse licensure verification, expiration tracking, and regulatory requirements.
• Coordinate EMR and internal systems access with IT, Clinical Operations, and client stakeholders.
• Establish onboarding KPIs, service-level expectations, dashboards, and reporting for leadership.
• Identify bottlenecks and implement process improvements, automation, and scalable tools.
• Lead and develop the Operations Enablement team while balancing strategic planning with day-to-day execution.

Required Qualifications

• Bachelor’s degree in business, management, or a related field; master’s degree preferred.
• 8+ years of progressive experience in operations, process improvement, employee experience, consulting, or a related field.
• At least 4 years of experience leading teams.
• Experience scaling operations in a high-growth organization.
• Experience in a regulated industry such as healthcare, financial services, or life sciences.
• Experience managing remote or distributed teams and complex cross-functional processes.
• Strong analytical, communication, coaching, problem-solving, and relationship-building skills.
• Demonstrated success developing operational strategy while managing daily execution.
• Familiarity with EMR/EHR platforms and cloud-based telephony systems.
• Lean/Six Sigma certification or a strong process improvement background is preferred.
• Experience with private equity-backed organizations is a plus.

What We’re Looking For

The ideal candidate is an organized, data-driven leader who thrives in a fast-paced, high-growth environment. You are comfortable managing multiple priorities, improving processes, communicating clearly, and taking ownership from strategy through execution. You bring sound judgment, a positive attitude, strong customer service instincts, and a commitment to helping nurses succeed.

Full time salaried position, compensation BOE. All part-time and full-time employees accumulate PTO, based on the number of hours worked (per year). All part-time and full-time employees are eligible to participate in our 401(k) plan. Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.