Clinical Operations Enablement & Systems Director

Key Responsibilities

• Lead operational scalability initiatives through workflow design, process standardization, and operational infrastructure development
• Own enterprise workflow standardization efforts across Clinical Operations and Enrollment
• Develop, maintain, and oversee SOP governance, workflow documentation, operational playbooks, and job aids
• Identify workflow gaps, inefficiencies, and operational risks and implement scalable solutions
• Establish operational readiness processes supporting organizational growth and customer implementation initiatives
• Drive workflow adoption and operational consistency across service lines and operational teams
• Lead operational readiness initiatives for systems implementations and workflow transformations
• Own User Acceptance Testing (UAT) strategy, coordination, and operational validation efforts
• Partner with Product, Technology, BI, QA, and Operations teams to validate workflows, identify operational risks, and support release readiness
• Track operational issues, workflow defects, implementation risks, and system feedback through resolution
• Lead implementation and optimization efforts related to telephony, workflow, documentation, reporting, and analytics platforms including Genesys and ShiFox 2.0
• Serve as the operational lead for workflow scalability and systems enablement initiatives
• Develop and oversee onboarding workflows, operational training resources, and workflow reinforcement initiatives
• Create operational training materials, guides, workflow tools, and implementation documentation
• Lead rollout planning, operational communication, and implementation readiness efforts related to systems and workflow changes
• Drive operational adoption strategies during periods of organizational growth, systems implementation, and workflow transformation
• Partner with operational leadership to reinforce workflow consistency and implementation success
• Serve as the operational liaison between Operations, Product, QA, BI, and Technology teams
• Partner with executive leadership on operational scalability planning and transformation initiatives
• Support operational reporting, workflow analytics, and systems optimization initiatives
• Lead operational onboarding readiness efforts for customer implementations and operational transitions
• Support enterprise operational transformation initiatives tied to scalability and systems modernization

Qualifications

• Demonstrated experience leading enterprise operational initiatives, workflow transformation, or large-scale systems implementations preferred
• Experience in healthcare operations, population health, CCM, managed care, health-tech, or operational enablement environments preferred
• Strong organizational, implementation, and project leadership skills
• Experience leading workflow optimization, systems implementation, process improvement, or operational scalability initiatives
• Strong written communication, operational documentation, and change management skills
• Comfortable working in fast-paced, evolving operational environments
• Experience supporting UAT, EMR/workflow systems, telephony systems, or healthcare technology implementations preferred
• Experience creating SOPs, training materials, and workflow documentation preferred
• Experience supporting remote operational teams preferred
• Leverage of Lean/process improvement, implementation, or project management experience preferred