Director of Operations

The Opportunity:

We’re looking for a Director of Operations to lead critical functions and teams within our Operations department across the urgent care business as well as expansion business lines in this next phase of Blueberry’s growth. Operations is the engine that enables Blueberry to deliver greater access to care and affordability to every child and family. Your north star is to enable us to further this mission while ensuring sustainability in our business model. That means owning significant components of our P&L while simultaneously ensuring that we’re delivering an unparalleled care experience to our members from response times to customer support.

You’ll champion the use of responsible AI across the department to drive automation opportunities and process improvements across our workflows; from end-to-end clinician staffing, to licensing & credentialing workflows, and medical kit supply chain management. You’ll define department KPIs with functional leaders and effectively manage towards goals. Additionally, as Blueberry expands into new business lines, you’ll play an integral role in helping define the clinical operations strategy to enable us to deliver the same delightful experience we’ve provided to thousands and thousands of our urgent care members over the years. This role reports to the Vice President of Operations.

What You’ll Own

Depending on the candidate, they will be accountable for all or the vast majority of the following domains, and will be expected to be a thought partner on the others.

AI Leverage and Process Improvement

• Champion a culture of responsible AI usage across the department to implement automation opportunities and drive process improvement.
• Build, test, launch, and continuously improve AI-powered workflows across the department.
• Scope and prioritize improvement initiatives that will yield the greatest ROI.
• Develop and recommend tooling that enables the team to 10x their efficiency.

Capacity Planning & Forecasting

• Own the supply and demand model for all business lines.
• Partner with our data scientist to refine our forecasting algorithm.
• Develop and manage the long-term capacity planning strategy and model that enables us to achieve growth targets.

Clinician Staffing

• Continuously improve our clinician staffing process across multiple lines of businesses.
• Identify opportunities for automation for both the centralized staffing process as well as for the clinician experience.

Licensing & Credentialing

• Develop automated reporting and oversight infrastructure that ensures clinician licenses and credentials remain active.
• Support our Operations team member in managing our third-party licensing and credentialing vendors as needed.
• Collaborate with the growth team to forecast future licensing and credentialing needs and problem-solve potential payer credentialing bottlenecks during client implementations.

Medical Kit Supply Chain

• Partner with our Supply Chain Manager to identify opportunities to improve kit delivery times.
• Enhance our inventory management infrastructure along with supply and demand forecasting.
• Identify savings opportunities while ensuring consistency in device quality.

Customer Support

• Partner with team leadership to scope and implement automation opportunities that enable us to continue providing personalized customer service, at scale.
• Collaborate with product and engineering to align on improvement initiatives that make it onto the product roadmap.

Cross-Functional Partnership

• Build strong working relationships across clinical, growth, product, and leadership.
• Lead cross-functional special initiatives as business needs arise.
• Serve as a thought partner in cross-functional workgroups and strategic planning.
• Turn data and project updates into actionable insights and clear recommendations to leadership.

People Leadership

• Effectively coach and manage a team of functional owners including managers and independent contributors to effectively execute against our operational initiatives.

Experience You’ll Need:

• 5 to 7 years of healthcare operations experience.
• Process-obsessed and detail-oriented: you see inefficiency and can't help but fix it.
• Passion for and demonstrated excellence at solving complex operational problems.
• Genuinely excited by automation, tooling, and AI.
• A track record of exceeding financial and operational goals.
• Strong quantitative instincts: comfortable pulling, analyzing, and reasoning from data, while marrying it with qualitative insights.
• Comfort in operating with ambiguity, and possess the ability to be decisive and thrive in a high-growth environment.
• Clear written and verbal communication; able to build trust and consensus across clinical, growth, product, and leadership.

Preferred Qualifications:

• Margin / cost / P&L ownership experience.
• Familiarity with telehealth staffing processes, software, and reporting tools.
• Understanding of clinician licensing, Medicaid enrollment, and payer credentialing processes with health insurance plans.
• Experience managing an international supply chain, from sourcing and packaging to 3PL fulfillment and last-mile deliveries.
• People management experience; demonstrated ability to coach and develop direct reports.