Job Description

The Senior Director of Operations is responsible for leading a high-performing team of Regional Account Managers focused on customer relationship management, market growth, operational execution, and strategic account development across a multi-state healthcare services organization. This role serves as a key leader within the organization, driving customer satisfaction, retention, revenue growth, and operational excellence. The Senior Director of Operations works closely with Regional Account Managers to support customer retention, operational excellence, and strategic growth initiatives related to HealthDrive’s Primary Care, Palliative Care, Care Management, Value-Based Care, Medical Directorships, and other strategic clinical programs. This position plays a critical role in supporting HealthDrive’s mission to deliver exceptional patient-centered care while strengthening customer partnerships and expanding clinical service offerings throughout the post-acute care continuum. Compensation for the role is based on experience; up to $130K base salary and 15% bonus opportunity.

Responsibilities

• Directly supervises approximately 10 Regional Account Managers across multiple markets and service lines.
• Responsible for customer retention, customer satisfaction, service line growth, and operational performance across assigned territories.
• Leads execution of customer engagement strategies, sales support initiatives, marketing efforts, and market development plans.
• Drives operational excellence and accountability through performance management, coaching, and process improvement.
• Supports strategic business objectives, including customer expansion, acquisitions, implementation of new clinical programs, and service line growth.
• Lead, coach, mentor, and develop a team of Regional Account Managers to achieve organizational and individual performance goals.
• Build and maintain strong customer relationships with key stakeholders, including facility leadership, operators, physicians, nurse practitioners, and clinical partners.
• Drive growth, utilization, and customer engagement related to Primary Care, Palliative Care, Care Management, Value-Based Care initiatives, Medical Directorships, and other strategic clinical programs.
• Partner with Business Development, Clinical Leadership, and Operations teams to expand Primary Care, Palliative Care, Care Management, Value-Based Care initiatives, Medical Directorships, and other strategic clinical offerings.
• Develop and execute customer retention and account growth strategies that support adoption, utilization, and expansion of HealthDrive’s clinical programs.
• Support marketing initiatives, customer education programs, and market expansion efforts to increase awareness and adoption of HealthDrive services.
• Monitor operational, financial, and customer performance metrics and implement corrective actions when necessary.
• Lead implementation of new clinical programs, value-based initiatives, acquisitions, integrations, and strategic partnerships throughout assigned territories.
• Collaborate cross-functionally with internal departments to ensure consistent service delivery, customer satisfaction, and operational excellence.
• Travel as needed to support customers, employees, operational initiatives, and business objectives.
• Maintain compliance with all applicable company policies, regulatory requirements, and industry standards.
• All other duties as required.

Qualifications

TECHNICAL SKILLS:

• Strong understanding of healthcare operations, customer relationship management, and account growth strategies.

• Proficiency with Microsoft Office Suite and business reporting tools.

• Ability to analyze operational metrics and develop actionable plans for improvement.

LEADERSHIP AND INTERPERSONAL SKILLS:

• Strong leadership, coaching, and team development capabilities.

• Exceptional customer relationship management and stakeholder engagement skills.

• Excellent verbal, written, and presentation communication skills.

• Ability to influence and collaborate effectively across multiple departments and organizational levels.

ROLE-SPECIFIC CAPABILITIES:

• Strong business acumen and strategic thinking.

• Excellent organizational, analytical, and problem-solving abilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Proven ability to drive customer retention, growth, and operational performance.

EDUCATION AND EXPERIENCE:

Required:

• Minimum of 5–7 years of progressive leadership experience.

• Experience leading customer-facing teams and managing multi-site operations.

• Demonstrated success in customer relationship management, operational leadership, and team development.

Preferred:

• Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field.

• Experience in healthcare, long-term care, post-acute care, or related healthcare services.

Experience supporting growth initiatives, acquisitions, service line expansion, and strategic account management.

• Prior experience as a Regional Nurse Consultant, Regional Director of Clinical Services, Director of Nursing, Clinical Lead, Nurse Manager, or other nursing leadership role within the skilled nursing, long-term care, or post-acute care industry.

• Demonstrated understanding of skilled nursing facility operations, regulatory compliance, quality measures, survey preparedness, reimbursement models, and interdisciplinary care delivery.

• Experience collaborating with facility leadership, physicians, nurse practitioners, and interdisciplinary clinical teams to drive operational and clinical outcomes.

CERTIFICATIONS AND LICENSES:

Preferred:

• Relevant healthcare, operations, leadership, management, nursing, or clinical certifications.

WORK ENVIRONMENT:

• Hybrid work environment with a combination of remote work, customer site visits, and corporate meetings.
• Up to 50% travel based on customer, employee, and business needs.
• Frequent interaction with customers, field employees, Regional Account Managers, physicians, nurse practitioners, clinical leaders, and executive leadership.
• Requires the ability to effectively manage responsibilities in a dynamic, fast-paced environment.
• Operates within all HealthDrive policies, procedures, and compliance standards.

CORE COMPETENCIES:

• Communication
• Cooperation and Teamwork
• Adaptability
• Expertise and Professionalism
• Problem Solving and Analysis