Senior Director, Clinical Operations & Care Delivery

tailorcare2023; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

TailorCare, a remote-first company, is seeking a Senior Director, Clinical Operations to lead performance, scalability, and strategic direction of clinical operations across the care journey. You will own the contact center and business operations, set OKRs, staff, forecast, and drive improvements with cross-functional partners.

The ideal candidate brings strong operational depth and clinical fluency, builds scalable processes, and partners with Digital Solutions and Compliance to ensure

Responsibilities

• Own end-to-end operational performance of the team's contact center: staffing models, forecasting, capacity planning, scheduling, and real-time queue management.
• Set and monitor service-level standards (speed to answer, average handle time, abandonment rate, outreach productivity) alongside clinical quality standards.
• Build and maintain escalation pathways for complex clinical or operational issues, with clear ownership and timely resolution.
• Partner with the Central Operations and Performance Excellence teams on the shared backbone the contact center runs on.
• Own the business operations that keep the team performing: operating rhythm, capacity and workforce planning, SOP execution, and readiness for new market and payer launches.
• Own how the operation connects with other teams across the care journey, ensuring smooth handoffs and a continuous experience for the patient.
• Own the team's technology stack in partnership with IT/Product and the Director, Clinical Digital Solutions, including dialer/CRM, telehealth platforms, and documentation systems.
• Ensure compliance with clinical protocols, documentation standards, and regulatory requirements across all operational touchpoints.

Job description

TailorCare, a remote-first company, is seeking a Senior Director, Clinical Operations to lead performance, scalability, and strategic direction of clinical operations across the care journey. You will own the contact center and business operations, set OKRs, staff, forecast, and drive improvements with cross-functional partners.

The ideal candidate brings strong operational depth and clinical fluency, builds scalable processes, and partners with Digital Solutions and Compliance to ensure