Head of Operations (With Optometry Experience) - Remote

Position: Integrator / Head of Operations (Optometry)Set-up: Fully Remote SummaryServe as the “right-hand” to the Visionary (CEO) by translating high-level strategy into actionable operations. Own day-to-day leadership of the organization’s operational departments—including phone support, Virtual Assistants (VAs), scribes, back-office, insurance billing/filing, and training & development. The ultimate goal is to ensure smooth service delivery, meet and exceed client expectations, drive continuous improvement, and achieve company-wide goals.Organizational RelationshipsReports To: Visionary (CEO) / Ankit PatelDirect Reports: Supervisors (Phone Support, VA, Back-Office), Billing & Insurance Teams, Operations Staff, Quality Analyst, etc.Cross-Functional: Works closely with Finance, People/HR, Software Development, Sales & Marketing, and Client Success teams. Key Areas of Responsibility and AccountabilityOperations ManagementOversee Phone Support: Ensure teams meet SLAs (speed-to-answer, call quality, wow scores).Manage VAs & Scribes: Coordinate task allocation, productivity targets, and training so that remote assistants and scribes support optometry practices effectively.Back-Office & Insurance: Oversee insurance verification, claims filing, postings, and other administrative tasks, ensuring accuracy, timeliness, and compliance.Process Development & SOPs: Create, refine, and enforce Standard Operating Procedures across all operational units. Continuously identify areas for improvement.Resource Allocation: Ensure teams have the tools, systems, and staffing needed to deliver seamless service to clients.Client Satisfaction & Quality ControlClient Expectations: Collaborate with Client Success Managers to align operational delivery with defined client SLAs and service expectations.Quality Assurance: Work with Quality Analysts and Supervisors to evaluate call and service quality, identify gaps, and implement corrective actions.Issue Resolution: Lead rapid resolution of operational issues, maintaining client satisfaction and preventing churn.Training & DevelopmentTeam Training Programs: Oversee design and implementation of ongoing training for call center agents, scribes, VAs, and back-office staff.Skills Assessment: Coordinate with supervisors and trainers to conduct performance assessments, ensuring employees meet required proficiency levels in optometry-related tasks.Knowledge Management: Maintain and update training manuals and knowledge bases, especially regarding new optometry procedures, software, and insurance guidelines.Leadership, Management & Accountability (LMA)LMA: Provide clear direction, manage performance, and hold direct reports accountable for delivering on company goals.Performance Coaching: Mentor supervisors, encouraging professional growth and consistent leadership practices.Cross-Functional Collaboration: Partner with the Visionary on strategic initiatives and collaborate with Sales, Finance, HR, and IT to ensure company-wide alignment.Data-Driven Decision Making & MetricsKPI Tracking: Monitor and drive key metrics—SLA compliance rate, attendance & attrition, quality scores, training completion, error rates in insurance verification, etc.Reporting: Create regular reports for the Visionary/CEO on operational performance, highlighting progress against targets and any red flags.Continuous Improvement: Use data to identify trends, propose improvements, and innovate solutions that optimize processes and reduce operational costs.Strategic Planning & GrowthScalability: Develop strategies to scale operations as demand grows, especially relevant to new optometry practices or service lines.Automation & Technology: Work with IT to implement technologies that streamline operations (e.g., advanced call center software, integrated EHR/billing systems).Risk Management: Identify operational risks (compliance, HIPAA, data security) and work closely with relevant teams to mitigate them.