Director of Operations

Remotefull timeRemote

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senior

$153k–$165k

H1B: no

Answersnow Director of Operations at AnswersNow leads and optimizes the operational engine guiding families from inquiry to clinical assessment. The role requires leadership in operations, analytics, systems ownership, AI deployment, and cross-functional collaboration.

Responsibilities

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%

Qualification

Proficiency in Excel or Google SheetsExperience with HubSpot and Aircall

Required

5+ years of leadership experience in high-volume operations, patient access, intake, or inside sales
3+ years leading managers or multi-role teams
Proficiency in Excel or Google Sheets, BI tools, or SQL
Experience configuring and optimizing CRM and telephony platforms
Proven experience deploying AI agents or workflow automation
Experience implementing capacity models and managing operating expenses
Experience designing and administering quality management programs

Preferred

Experience with HubSpot and Aircall

Benefits

Dental
Vision

Company

Answersnow

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Source: ashby

Active within the past hour

Remote-friendly