Director of Operations

AnswersNow Inc•,

5d•$153,000 - $165,000•Remote

About The Position

AnswersNow is seeking an analytical, systems-oriented, executive-minded Director of Operations to lead and optimize the operational engine that guides families from initial inquiry to scheduled clinical assessment. The role sits at the intersection of growth, clinical delivery, and finance, and owns the Operations team, its supporting systems, and the capacity strategy for efficient, scalable service delivery. This is a hands-on leadership role focused on diagnosing funnel performance through data, advancing AI agents and automation across operational workflows, and translating capacity, forecasting, and unit-cost insights into staffing and process decisions. The Director oversees the client journey from initial inquiry through assessment scheduling and is accountable for conversion, speed-to-lead, and time-to-assessment. The position is fully remote in the United States, with core hours Monday through Friday, 9 a.m. to 6 p.m. Eastern Time, and occasional travel of 0–5%.

Requirements

At least 5 years of leadership experience in high-volume operations, patient access, intake, or inside sales.
At least 3 years leading managers or multi-role teams accountable for conversion and speed-to-care performance.
Ability to diagnose pipeline attrition using data; proficiency with Excel or Google Sheets, business intelligence tools, or SQL; and a record of translating findings into process changes that measurably improved performance.
Hands-on experience configuring and optimizing CRM and telephony platforms, including pipelines, workflows, call routing, and reporting.
Proven experience deploying AI agents or workflow automation within a live operation, with measurable improvements in capacity, speed, or quality.
Experience implementing capacity models, leading time-and-motion studies, and managing departmental operating expenses, with working knowledge of forecasting and unit-cost economics.
Experience designing and administering call and activity audit programs and using results to guide coaching and improve outcomes.
Ability to build alignment across Clinical, Revenue Cycle Management, Product, Finance, and Growth, and deliver clear, data-supported recommendations to the Senior Leadership Team.

Nice To Haves

Experience with HubSpot and Aircall.
Background in an early-stage company, behavioral health, ABA therapy, pediatrics, Medicaid or payer-driven environments, or digital health operations.

Responsibilities

Lead the Operations team and oversee the client journey from initial inquiry through assessment scheduling, with accountability for conversion, speed-to-lead, and time-to-assessment.
Identify where and why families exit the funnel; define, collect, and analyze data to determine root causes and prioritize and validate improvements.
Own configuration, administration, and continuous improvement of HubSpot and Aircall, including pipelines, workflows, call routing, and reporting.
Identify, implement, and scale AI agents and automation across intake and scheduling workflows to expand team capacity and reduce time to care.
Own the call and activity audit program, translating findings into coaching, scripting, and process improvements.
Manage Operations team KPIs and operating expenses, and report performance, risks, and planned actions to the Senior Leadership Team.
Develop and roll out the capacity model structure, train teams in time-and-motion study methodology, and direct process improvements toward activities with the greatest time and cost impact.
Serve as the accountable party for ongoing forecasting and unit-cost economics models, including data analysis, interpretation, recommendations, and staffing alignment with model outputs.
Perform other ad hoc responsibilities as assigned.