Director, Operations Insights, Planning, & Strategy

Summary

Join Hazel Health, a leading virtual provider of school-based healthcare, as their Director, Operations Strategy & Insights. In this remote role, you will lead strategic initiatives to enhance service delivery efficiency and effectiveness across various operational functions. You will manage projects, collaborate with cross-functional teams, and leverage data analytics to drive decision-making and continuous improvement. Responsibilities include developing scalable systems, establishing KPIs, conducting scenario planning, and building demand forecasting models. The ideal candidate possesses a Bachelor's degree (MBA preferred), 8+ years of experience in management consulting and/or healthcare startups, and strong analytical and problem-solving skills. Hazel Health offers a competitive salary ($150,000-$200,000), 401k match, healthcare coverage, paid time off, stock options, and other benefits.

Requirements

• Bachelor’s degree required, MBA preferred
• 8+ years in management consulting and/or healthcare start up environment. Strong preference for both consulting and direct experience in operations
• Experience working with scaled healthcare and/or customer service oriented operations
• Excellent analytical and problem-solving skills with a proven ability to use data and clear communication to derive actionable insights and mobilize work against them
• Demonstrated ability to understand strategic priorities while “rolling up your sleeves” to drive operational change
• Proven ability to lead cross-functional teams through influence and manage complex projects with tight deadlines
• Strong project management and communication skills
• Ability to work autonomously and thrive in a fast-paced, dynamic environment
• Passion for Hazel Health’s mission of expanding access to healthcare for students

Responsibilities

• Lead strategic operations and business transformation initiatives that improve the efficiency and effectiveness of our service delivery
• Drive high-impact projects across Hazel’s service delivery organization, including Clinical Operations, Customer Operations, Revenue Cycle, and Customer Success
• Break down complex problems into actionable workstreams that ultimately deliver impactful, scaled operational improvements
• Manage a pipeline of projects from end to end, including project ideation, intake, sizing, resourcing, and outcomes measurement
• Work collaboratively across functions, including Clinical, Operations, Technology, and Analytics, to initiate and deliver against team goals – gain alignment on new initiatives, create a coordinated approach, monitor project progress, identify risks, and develop risk mitigation plans
• Design scalable systems for demand/supply management, productivity, and cost control
• Leverage data and analytics to drive accountability, action planning, and decision-making
• Work with leaders across operations to establish clear key performance indicators (KPIs) and workforce performance metrics (e.g. ASA, AHT, cost per visit) and institute performance tracking around defined operational goals, objectives, and metrics
• Drive data collection, analysis, information synthesis, and insight development from disparate systems and teams in support of our transformation agenda and continuous improvement efforts
• Conduct scenario planning, trend analysis, and root cause diagnostics
• Work through ambiguity by synthesizing both quantitative and qualitative information into a clear and concise understanding of issues and opportunities
• Build informed business cases to support new proposals
• Track and monitor the impact of key transformation initiatives
• Build robust demand forecasting models to accurately predict referral volumes, customer support needs, and visit volumes for Hazel’s multi-state service delivery functions to allow for more robust workforce planning, staffing, and resource allocation
• Develop and execute workforce and capacity planning strategies through the creation of actionable staffing models that support both long term planning and real-time workforce management
• Incorporate informed assumptions on service levels, operational costs, and teammate productivity to support financial and hiring plans
• Capture real-time inputs (e.g. absences, unexpected demand, etc.) to inform near term tactics and strategies that maintain service levels
• Develop recommendations for resource reallocation, overtime management or hiring initiatives
• Identify opportunities for shift optimization and flexible staffing models to accommodate fluctuations in volume

Benefits

• 401k match
• Healthcare coverage
• Paid time off
• Stock options
• A broad range of other benefits and perks
• Remote