Director of Operations - Remote U.S.A
Our client is an innovative healthcare technology and services organization that is assembling a prospective leadership team as part of a federal bid process to oversee the operational, technological, and quality infrastructure supporting 988 nationwide.
The Role:
The Director of Operations will provide executive leadership over national operational infrastructure supporting a proposed public health initiative aligned with the 988 Suicide & Crisis Lifeline. This role will oversee 24/7 service delivery, performance management, workforce coordination, and operational resilience across a distributed, multi-state network. The Director will be responsible for ensuring high service reliability, rapid response benchmarks, surge preparedness, and continuous operational improvement in a mission-critical environment.
Key Responsibilities:
- Oversee operational performance of 200+ nationwide crisis contact centers, ensuring ≥90% answer rates across call, text, chat, and subnetwork services while driving continuous improvement in speed-to-answer, abandonment rates, and service continuity.
- Lead 24/7 operational strategy and performance oversight
- Establish and monitor KPIs related to response rates, service levels, and operational benchmarks
- Oversee workforce planning, capacity modeling, and surge response protocols
- Coordinate with technology, quality, and communications teams to ensure service continuity
- Develop contingency planning and disruption response procedures
- Drive continuous improvement initiatives across operational systems
Qualifications:
- 10+ years of senior operational leadership experience
- Demonstrated oversight of large-scale, distributed, or 24/7 operations
- Experience managing multi-state or national service delivery environments
- Background in healthcare, behavioral health, crisis systems, call center operations, or similarly regulated industries preferred
- Strong experience with performance metrics and operational analytics