Senior Director, Clinical Operations

Swooped; United States; À distance; USD 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Health insurance

HSA contributions

401(k) matching

Paid time off

Parental leave

Wellness programs

Résumé du poste

Swooped is seeking a Senior Director of Clinical Operations to lead performance, scalability, and operational direction for the organization's clinical operations, including the Clinical Navigation function, across the end-to-end patient journey.

This full-time, remote-first role is based in the United States with occasional travel, and requires strategic leadership, budget accountability, and collaboration across clinical strategy, technology, analytics, and operations to drive patient outcomes

Qualifications

• 10+ years in healthcare/clinical operations leadership.
• 5+ years managing managers or multi-tier teams.
• Experience with high-volume telephonic/virtual care operations.
• Budget accountability and autonomous resource allocation.
• Strong analytics using dashboards and data systems.

Responsabilités

• Define and cascade operational OKRs and translate strategy into plans.
• Manage end-to-end operational performance for virtual and telephonic care navigation.
• Establish and monitor contact center metrics while upholding clinical quality.
• Collaborate with shared infrastructure and audit/quality frameworks.
• Direct day-to-day operating rhythms and SOP execution for market/payer launches.
• Oversee operational tech stack and pilot AI-enabled tools.
• Lead frontline managers and workforce planning across markets.
• Develop KPI dashboards linking operations to clinical and financial outcomes.
• Represent clinical operations in executive briefings and client discussions.

Connaissances

Operational leadership

OKR ownership

Contact center operations

Quality & compliance

Analytics & dashboards

Cross-functional collaboration

People leadership

Digital workflows

Budget management

Formation

MBA, MHA, or related advanced degree

Active clinical licensure (PT/RN or equivalent)

Outils

CRM platforms

EHR systems

Tableau / dashboards

WFM software

Description du poste

The Senior Director, Clinical Operations leads the performance, scalability, and operational direction of the organization's clinical operations. This role oversees the Clinical Navigation function and supporting business operations across the end-to-end patient journey. Operating as a senior business leader, this individual will establish and execute operational strategy, manage contact center and business operations, own organizational OKRs, and drive cross-functional alignment across clinical strategy, technology, and analytics.

This is a full-time, remote-first position based in the United States, with occasional travel.

Key Responsibilities

• Operational Strategy & OKR Ownership: Define, cascade, and execute functional OKRs; translate organizational strategy into operational plans, maintain budget accountability, prioritize resources autonomously, and partner cross-functionally to operationalize new clinical and digital care delivery models.
• Contact Center Operations: Manage end-to-end operational performance for virtual and telephonic care navigation, including staffing models, forecasting, capacity planning, scheduling, real-time queue management, and resolution escalation pathways.
• Service Levels & Quality Standards: Establish and monitor key contact center metrics (speed to answer, average handle time, abandonment rate, outreach productivity) while upholding rigorous clinical quality and compliance standards.
• Shared Infrastructure Partnership: Collaborate with central operations and performance excellence teams to utilize shared workforce management platforms, contact center tooling, and audit and quality frameworks.
• Business Operations & Program Launches: Direct day-to-day operating rhythms, standard operating procedure (SOP) execution, and readiness initiatives for new market and payer launches to ensure seamless care journey integration and patient transitions.
• Technology & Digital Workflows: Partner with Product, IT, and clinical digital solutions teams to oversee the operational tech stack (dialer/CRM, telehealth platforms, EHR/documentation systems) and evaluate, pilot, and scale AI-enabled tools.
• People & Team Leadership: Directly manage and mentor frontline managers across markets and payers; indirectly lead the broader Clinical Navigation team; and oversee workforce planning, coaching standards, succession planning, and leadership pipeline development.
• Performance Analytics & Reporting: Design and maintain a KPI framework linking operational performance to clinical outcomes and financial metrics (utilization, medical cost savings, quality); develop real-time executive dashboards rolling up into enterprise OKRs and client-facing reports.
• Cross-Functional Representation: Represent clinical operations in executive briefings, client discussions, and strategic initiatives to ensure end-to-end alignment across the care journey.

Required Qualifications

• 10+ years of progressive leadership experience in healthcare operations, clinical operations, contact center management, or business operations, including experience within value-based care, digital health, or population health environments.
• 5+ years of experience managing people managers or multi-tiered teams, with a track record of driving operational and organizational change.
• Advanced business and operational acumen with demonstrated success building and running an operations function to achieve measurable targets and OKRs.
• Proven experience directing high-volume, telephonic or virtual contact center operations, encompassing staffing, forecasting, capacity planning, and service-level management.
• Demonstrated experience holding departmental budget accountability and executing autonomous resource allocation.
• Strong analytical capabilities with experience using dashboards and data systems to manage people performance and business outcomes.
• Demonstrated ability to translate operational KPIs into business and clinical impacts, such as utilization trends, cost of care, and healthcare quality measures.
• Proficiency with workforce management software, CRM platforms, and EHR/clinical documentation systems, along with advanced skills in spreadsheet modeling and dashboarding tools (Tableau or equivalent).
• Exceptional communication and stakeholder management skills, with demonstrated success influencing cross-functional clinical, executive, and non-clinical audiences.
• Demonstrated ability to navigate ambiguity and scale systems in a fast-paced environment.
• Ability and willingness to travel up to 10% for meetings, team collaboration, and company events.

Preferred Qualifications

• Master's degree in Business Administration (MBA), Health Administration (MHA), or a related advanced degree.
• Active clinical licensure (such as PT, RN, or equivalent).
• Comprehensive medical, dental, vision, life, and disability insurance coverage starting on day one.
• Health savings account (HSA) with an employer contribution.
• 401(k) retirement plan with employer matching.
• Generous paid time off (PTO) and paid company holidays.
• Paid parental leave.
• Wellness programs and resources.

Equal Opportunity Employer

The organization recruits and retains team members from diverse backgrounds and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, sex, gender identity or expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military status, veteran status, or any other status protected by applicable law.