Senior Director, Clinical Operations

TailorCare

2d • Remote

About The Position

TailorCare is a remote-first company focused on improving outcomes for people with joint, back, and muscle conditions through personalized, evidence-based specialty care. The Senior Director, Clinical Operations owns the performance, scalability, and operational direction of Clinical Operations, including the Clinical Navigation team and the business operations that support it and connect it across the care journey. This senior leadership role sets and owns team OKRs, translates strategy into measurable operating plans, and is accountable for the team's business objectives and budget. The leader directs contact-center operations, including staffing, forecasting, scheduling, capacity planning, queue management, and service levels, while partnering with Central Operations and Performance Excellence on shared infrastructure and standards. The role also oversees operating rhythms, workforce planning, SOP execution, launch readiness, technology, compliance, and continuity of patient handoffs across teams. The Senior Director directly manages managers and indirectly leads the broader Clinical Navigation organization, developing leaders and succession plans. They own performance metrics and dashboards connecting operational performance to clinical outcomes and business impact, and partner cross-functionally on clinical strategy, digital innovation, analytics, and the end-to-end patient experience. The role is remote-first, with a hybrid option in Nashville and travel of up to 10% as needed.

Requirements

• Bachelor's degree required.
• At least 10 years of progressive experience in healthcare or clinical operations, contact/call-center leadership, or business operations, including experience in value-based care, digital health, or population health settings.
• At least 5 years leading leaders, such as managing managers or multi-layered teams, with a demonstrated track record of driving organizational change.
• Advanced business and operational acumen, including the ability to build and run an operations function to measurable targets, own OKRs, and drive teams to achieve them.
• Demonstrated experience running a high-volume telephonic or virtual contact-center-style operation, including staffing, forecasting, capacity planning, and service-level management.
• Experience owning a budget and making resourcing and prioritization decisions with significant autonomy.
• Strong data and analytics acumen, including comfort building and using dashboards to manage people performance and business outcomes.
• Experience connecting operational KPIs to business and clinical impact, including utilization, cost of care, and quality metrics.
• Proficiency with workforce management, CRM, and EHR/documentation systems.
• Strong Excel and dashboarding-tool skills, such as Tableau or similar.
• Excellent communication skills and a track record of leading through influence with clinical and non-clinical, internal, and executive audiences.
• Comfort operating amid ambiguity and scaling systems in a fast-growing startup environment.
• Ability and willingness to travel up to 10% for onsite meetings, team collaboration, and company events.

Nice To Haves

• Advanced degree, such as an MBA, MHA, or related degree.
• Active clinical licensure, such as PT, RN, or equivalent.
• A combination of operational depth and clinical fluency.

Responsibilities

• Set, own, and cascade team OKRs; translate functional strategy into operating plans and drive measurable results.
• Own the strategy, operational direction, business operations, and business objectives of the Clinical Navigation operation.
• Set the team's strategic vision and shape its longer-term operating model as the company scales; influence senior leadership on the function's direction.
• Manage the function's budget and make resourcing and prioritization decisions.
• Partner with Digital Solutions and Clinical Strategy to innovate, validate, and operationalize clinical models and inform future digital solutions.
• Own contact-center staffing models, forecasting, capacity planning, scheduling, and real-time queue management.
• Set and monitor service-level standards and clinical quality standards, balancing operational performance with care quality.
• Build and maintain escalation pathways for complex clinical or operational issues.
• Partner with Central Operations and Performance Excellence on shared workforce management, contact-center tooling, quality, and audit infrastructure.
• Own operating rhythms, capacity and workforce planning, SOP execution, and readiness for new market and payer launches.
• Ensure smooth handoffs and continuity for patients across teams and throughout the care journey.
• Own the team's technology stack with IT/Product and the Director, Clinical Digital Solutions, including dialer/CRM, telehealth, and documentation systems; pilot and scale AI-enabled tools and digital workflows.
• Ensure compliance with clinical protocols, documentation standards, and regulatory requirements, partnering with Compliance, Legal, and Quality on governance and audit readiness.
• Directly manage and develop managers leading Clinical Navigation and care teams across markets and payers.
• Lead the broader Clinical Navigation organization by setting standards, reviewing outcomes, and holding managers accountable for execution.
• Own workforce management and succession planning across the Clinical Navigation career ladder; coach managers to scale quality as the team grows.
• Mentor emerging leaders and build a leadership pipeline with the management team.
• Own a KPI framework linking engagement, adherence, productivity, and service levels to utilization, medical cost savings, quality, and business impact.
• Build and maintain dashboards for managers and executive leadership, ensuring metrics align with enterprise OKRs and client-facing reporting.
• Partner with Analytics and the Sr. Director, Performance & Strategy to identify root causes of performance gaps and translate insights into operational changes.
• Represent Clinical Operations in client conversations, executive briefings, and cross-functional planning; collaborate across the care journey to maintain a continuous patient experience.
• Perform other duties as assigned.

Benefits

• Generous paid time off and holiday plans.
• Paid parental leave.
• Medical, dental, vision, life, and disability insurance from Day 1.
• Wellness resources and an employer HSA contribution.
• 401(k) plan with employer matching.
• Remote-first work environment with an option for a hybrid work model in Nashville.
• Flexible and autonomous work environment supporting work-life balance.

What This Job Offers

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