Director, Operational Enablement & Experience

IntellaTriage • Brentwood, TN

5d

About The Position

The Director, Operational Enablement & Experience owns the end-to-end nurse onboarding and readiness journey from offer acceptance through ready-for-productivity status. This leader builds a seamless, scalable, high-quality onboarding infrastructure so nurses are operationally prepared, fully credentialed, enabled in required systems, and positioned for early success.

The role operates across Workforce Operations, Clinical Operations, HR, and Technology, ensuring non-clinical onboarding—including scheduling, employment setup, licensure, system access, and communications—is completed accurately and efficiently while providing an exceptional employee experience. In partnership with the executive leadership team, the Director designs and operationalizes an onboarding engine that reduces time to productivity, removes friction, and improves early-tenure retention. The position reports to the VP of NX (Nursing Experience) Operations.

IntellaTriage provides nurse triage and patient engagement services in hospice and home health. The company has grown its nursing team from 45 to 350 since 2019 and expects to exceed 450 within the next 12 months. The position will contribute to the company’s growth plans.

Requirements

• Bachelor’s degree in business, management, or a related field.
• At least 8 years of progressive experience in operations, process improvement, employee experience, consulting, or a related field.
• At least 4 years of experience leading teams.
• Experience scaling operations in a high-growth organization.
• Experience in a regulated industry such as healthcare, financial services, or life sciences.
• Experience managing remote or distributed teams and complex cross-functional processes.
• Strong analytical, communication, coaching, problem-solving, and relationship-building skills.
• Demonstrated success developing operational strategy while managing daily execution.
• Familiarity with EMR/EHR platforms and cloud-based telephony systems.

Nice To Haves

• Master’s degree.
• Lean/Six Sigma certification or a strong process improvement background.
• Experience with private equity-backed organizations.

Responsibilities

• Own the end-to-end nurse onboarding lifecycle from signed offer through ready-to-work status.
• Develop and manage a standardized readiness framework covering employment setup, licensure, system access, scheduling, and training.
• Partner with Workforce Management to align hiring volumes, onboarding capacity, start dates, and staffing needs.
• Create a clear, high-touch communication experience for new nurses.
• Oversee employment setup, background checks, employment verification, payroll and tax setup, and audit-ready documentation.
• Manage multi-state nurse licensure verification, expiration tracking, and regulatory requirements.
• Coordinate EMR and internal systems access with IT, Clinical Operations, and client stakeholders.
• Establish onboarding KPIs, service-level expectations, dashboards, and leadership reporting.
• Identify bottlenecks and implement process improvements, automation, and scalable tools.
• Lead and develop the Operations Enablement team while balancing strategic planning with day-to-day execution.

Benefits

• PTO accumulation based on hours worked per year for part-time and full-time employees.
• 401(k) plan eligibility for part-time and full-time employees.
• Medical, dental, vision, and/or supplemental insurance options for full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Director