Senior Director, CS Business Operations

ModMed•Brick, NJ

1d•Hybrid

About The Position

At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: ModMed is hiring a Senior Director, Business Operations, who serves as the primary engine for data-driven decision-making, owning the end-to-end lifecycle of business reporting, workforce forecasting, and financial alignment. This leader is responsible for driving a cohesive operating model across the business by standardizing core KPIs and overseeing vendor contracts. By building strategic capacity frameworks and providing deep visibility into operational drivers, the Senior Director ensures the CS organization scales efficiently while maintaining tight alignment with corporate financial goals.

Requirements

Bachelor's degree, required in the following areas of Finance, Economics, Business Administration or equivalent.
12+ years of progressive leadership in business operations, strategy, or finance, with a proven track record of building new functions from the ground up.
Professional Background in corporate strategy, management consulting, investment banking, or high-level business operations, ideally within a high-growth technology or SaaS environment.
Significant background in management consulting, investment banking, or SaaS business operations, specifically within high-growth environments.
Expertise in influencing cross-functional stakeholders in Finance, HR, and RevOps to align on a single, cohesive operating model.
Advanced mastery of capacity modeling and resource planning frameworks to drive long-term organizational scaling.
Experience designing and owning rolling workforce forecasts that integrate headcount, budget, and operational demand.
Deep analytical expertise in financial modeling and data analytics, with the ability to translate "raw data" into standardized core reporting and business insights.
Operational Exposure to Customer Success or post-sales operations is highly desirable, as this role is the primary engine for that organization's data-driven decision-making.
Exceptional ability to package complex operational drivers—such as client pushes and service hold times—into clear, actionable executive narratives.
Proven success in establishing and managing operating cadences (e.g., MBRs, QBRs, and KPI dashboards) to provide "source of truth" visibility for executive leadership.
Demonstrated "self-starter" mentality with the ability to set the framework for a new department while managing high volumes of concurrent, high-stakes projects.
Strategic Planning experience with a focus on building and maintaining rolling workforce forecasts and complex capacity models in partnership with RevOps and Finance.
Efficiency Champion with a background in identifying "Run the Business" (RTB) opportunities and modeling innovative solutions like RPA or automated process workflows.
Experience directly managing a team of 3-4 direct reports and 6-7 total employees (direct and indirect), including oversight of up to three managers below this role.
Build high-performing teams through empathetic leadership, engagement, performance coaching, and strategic talent planning and hiring.
Hold the team accountable to deliver successful, high-quality outcomes across core areas like resource modeling, data reporting standards, and financial alignment.

Nice To Haves

MBA, preferred.
Sector Experience in the software (SaaS) or healthcare technology industries is preferred to help navigate the specific complexities of the ModMed business model.

Responsibilities

Standardize and own core reporting mechanisms, including daily metrics, monthly MBRs, and broader business insights, utilizing data and reporting tools such as Power BI, Salesforce.com, DOMO, and various other client success systems.
Provide visibility into key operational drivers such as client pushes, implementation credits, and service hold times.
Create and maintain a strategic framework for capacity models.
Build a monthly rolling workforce forecast in partnership with RevOps and Finance to ensure the organization is staffed to meet demand.
Support annual budget planning and ensure ongoing financial alignment.
Partner with CS executives and Finance to manage the open headcount and optimize spend across the organization.
Drive "Run the Business" (RTB) opportunities by acting as the connective tissue between CS, RevOps, Finance, and HR. Ensure resource planning and operational goals are unified across these departments.
Consolidate and lead the oversight of external vendor and contractor resources, transitioning these responsibilities from individual contributors to a centralized leadership function.
Responsible for establishing and leading the newly formalized Business Operations department within Customer Success, serving as a people manager to scale the team and its capabilities

Benefits

United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
Generous Paid Time Off and Paid Parental Leave programs
Company paid Life and Disability benefits
Flexible Spending Account, and Employee Assistance Programs
Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
Hybrid office-based roles and remote availability for some roles
Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.