Director of Conversion Operations

Summary

Join Twin Health, a leading digital health company revolutionizing healthcare, as their Director of Conversion Operations. This mission-critical role focuses on optimizing the member enrollment journey, from registration to activation. You will own and operate the enrollment funnel, driving member conversion through process improvement and cross-functional collaboration. The position requires strong analytical and operational skills, experience in healthcare service delivery, and proficiency in data analysis tools. You will partner with various teams to enhance the member experience and ensure seamless activation at scale. This remote opportunity offers a competitive compensation package, comprehensive benefits, and a flexible work environment.

Requirements

• 8+ years in operations, healthcare service delivery, or clinical program management in a high-growth, cross-functional environment
• Strong background in operational analytics and funnel performance tracking; proficient in tools like Excel, SQL, or dashboarding software (e.g., Salesforce, Tableau)
• Proven ability to drive improvements in care workflows, logistics, or fulfillment operations
• Experience coordinating cross-functional teams including clinical staff, care coordinators, logistics providers, and support functions
• Process-minded with an eye for systems efficiency, bottleneck reduction, and throughput improvement
• Strong organizational, problem-solving, and communication skills; able to translate data into actions and operational decisions

Responsibilities

• Funnel Ownership: Own the full operational enrollment funnel—from member registration through clinical onboarding and sensor activation. Partnering with the head of lifecycle marketing to optimize a tech-enabled conversation journey. You are responsible for driving outcomes across all operational touch points
• Strategic Leadership & Innovation : Drive strategy for the member enrollment function. Serve as the strategic owner for funnel design, optimization, and innovation.  You will leverage technology, product and analytics to unlock new levels of efficiency and member satisfaction
• Process Improvement: Build and lead a robust process improvement program that spans care coordination, nursing, fulfillment, onboarding, and clinical scheduling. Identify root causes of inefficiency, design scalable solutions, and ensure each step is repeatable, streamlined, and tightly executed
• Operational Optimization: Identify and resolve bottlenecks in workflows involving humans, logistics, and clinical processes
• Daily Funnel Monitoring & Analytics: Track and analyze key performance metrics such as care team capacity, appointment completion rates, lab test completion, kit shipment and delivery, and sensor activation rates. Use data-driven insights to drive proactive interventions and inform long-term improvements
• Capacity Management: Monitor workforce and operational bandwidth (e.g., appointment slots, clinical staffing, lab capacity) to proactively balance load and avoid conversion delays. Partner with Associate Director, Practice Operations to support alignment with the care team day to day operations
• Cross-Functional Collaboration: Work closely with Care Delivery, Clinical Operations, Practice Operations, Marketing, Supply Chain, L1 Support, and Product Operations teams to ensure alignment and seamless member handoffs across teams and systems
• Service Experience Stewardship: Ensure the member’s first experience with Twin Health clinically and operationally—is timely, smooth, and effective. Anticipate and remove points of failure in service execution
• Data-Driven Decisions: Use operational data to continuously refine processes and track the impact of interventions aimed at improving conversion and reducing drop-offs. Work closely with the Conversion analytics team to ensure all metrics are clearly defined, measured, and forecasted

Preferred Qualifications

• Experience in a B2B2C healthcare or digital health environment
• Familiarity with clinical logistics (e.g., lab processing, kit fulfillment)
• Understanding of practice operations and patient onboarding workflows

Benefits

• The compensation range for this position is $165,000-$175,000 annually
• A competitive compensation package in line with leading technology companies
• As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan