We are seeking a dynamic and strategic leader to serve as our Vice President of Internal Operations. The ideal candidate will have a proven record of managing operational teams, enhancing workflows, and driving operational efficiency. In this role, you will oversee our customer service and dispatcher teams, implement policies and procedures, and work closely with the Directors of Dispatch and Customer Service and serve on the leadership team along with sales, external operations, finance and other members of the leadership team. You will also have a pivotal role in setting our operational strategy, creating a detailed roadmap for the future, and defining key performance indicators (KPIs).
Responsibilities:
1. Leadership and Management: Lead and manage the internal operational staff, which includes customer service and dispatcher teams. Ensure these teams are working collaboratively and efficiently to deliver exceptional service.
2. Hiring and Firing: Oversee the hiring, training, and development of operational staff. Ensure we have the right people in the right roles to drive operational success. If necessary, oversee the termination of personnel in a respectful and legally compliant manner.
3. Policy and Procedure Development: Develop and implement effective policies and procedures that drive efficiency, ensure compliance, and promote a positive working environment.
4. Strategic Planning: Create a detailed operational roadmap for the future, ensuring alignment with broader company goals. This plan should include strategies to integrate departments, improve workflows, and meet KPIs.
5. Performance Monitoring: Define and monitor KPIs to assess operational performance. Use this data to drive continuous improvement and hold teams accountable for their performance.
6. Collaboration: Facilitate and support the Dispatch, Customer Service, sales, external operations and IT depts, helping them navigate challenges, achieve their goals, and enhance their teams' performance.
Qualifications:
- Health Care Experience
- Strong knowledge of operational management, including workflow design, policy development, and performance
metrics.
- Excellent leadership and team management skills, with a proven ability to motivate and engage teams.
- Exceptional strategic planning and business development skills.
- Strong analytical and problem-solving abilities.