Director, HME Business Operations

Parachute Health

2d•$120,000 - $180,000•Remote

About The Position

Parachute Health is transforming post-acute care through the leading digital ordering platform for medical equipment and supplies. We replace the outdated, error-prone paper and fax process, which negatively impacts over 30 million patients annually, with a system that’s 10 times faster. Our platform connects a vast network of Home Medical Equipment (HME) providers, clinicians, and payors across all 50 states, ensuring millions of patients get the life-saving products they need quickly and efficiently. Join our team and make a difference in patient care. Reports to: VP, Business Operations Summary The Director, HME Business Operations, is responsible for designing, operating, and scaling the company’s revenue growth engine across Sales and Customer Success. This role owns the systems, processes, pipeline reporting, and governance that drive new bookings, customer adoption, expansion, and upsell into additional products and modules across the customer base. The Director, HME Business Operations, plays a critical role in designing, implementing, maintaining, and managing processes and systems that align and enable the company’s strategic objectives. This role partners closely with Finance, Strategy, Data/Analytics, Sales, and Customer Success leadership to ensure the company operates from a single source of truth, with high forecast accuracy, strong commercial discipline, and scalable execution. This role will focus on: Sales and Customer Success operations Team performance tracking Commercial process, systems, and governance

Requirements

5–10+ years of progressive experience in Sales Operations, Project/Program Management with Sales Focus, Revenue Operations, or Commercial Operations
Proven experience supporting a $50M+ SaaS organization preferred
Deep knowledge of SaaS metrics (ARR, MRR, NRR, churn, CAC, LTV)
Advanced proficiency in CRM optimization (Hubspot, Gong, and/or Gainsight)
Strong analytical skills with advanced Excel modeling expertise
Experience with reporting tools (Looker, Hubspot, Tableau, etc.)
Demonstrated success in incentive plan design and territory/account planning
Strong executive communication and presentation skills
Bachelor’s degree required; MBA preferred

Responsibilities

Pipeline & Performance Management
Own forecast process, accuracy, and reporting cadence
Partner with Sales leadership on pipeline health, deal inspection, and risk management
Lead account planning processes
Develop and maintain KPI dashboards across segments and roles
Deliver executive-level reporting (ARR, MRR, NRR, churn, pipeline coverage, win rates)
Provide actionable insights to improve productivity and conversion rates, lead actions to drive change in CS Operations.
Standardize metrics definitions across the organization
Sales Systems & Operations
Own Hubspot strategy, governance, and optimization end-to-end from sales to implementation to upsell
Lead system enhancements, automation initiatives, and process redesign
Ensure data hygiene & integrity and reporting accuracy
Stay up to date with emerging AI tools and drive their adoption within new & existing systems, and amongst the end-users on the Customer Success and Operations teams
Compensation & Incentives
Collaborate with Strategy & Sales Leadership to design and administer commission plans aligned with company objectives
Manage SPIFF programs and incentive tracking
Partner with Finance & Strategy on commission calculations and payouts
Leadership & Advisory
Serve as a trusted advisor to sales leadership through data-driven insights
Customer Outcomes, Adoption, and Team Development
Own customer outcomes and adoption reporting
Drive activation and behavior change: Orchestrate training, communication, and change management plans that drive user adoption and engagement across customer departments
Develop and own Customer Success playbook in collaboration with Sales Leadership and strategy, including building and maintaining account planning
Lifecycle Management
Own Customer Lifecycle Management through Hubspot reporting, processes, and playbook development to build standardized and scalable approaches to drive customer adoption and engagement.
Product Collaboration
Serve as CS representative to ensure CS education and expectations are tightly aligned with Implementation Focus/Capacity and Product Roadmaps.

Benefits

Medical, Dental, and Vision Coverage
401(k) Retirement Plan
Remote-First Company with a NYC office, offering a physical workspace for our greater New York City area employees.
Equity Incentive Plan
Annual Company-Wide Bonus (up to 15%)
Flexible Vacation Policy
Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
Monthly Internet Stipend
Annual Home Office and Wellness contribution
Co-Working Space Reimbursement
Annual stipend for education and development