Director of Operations

Core Responsibilities

• Provide senior-level leadership to two established call center teams — Resupply and Inbound — each led by a team lead who will report to you
• Invest in the development of both team leads as emerging leaders: build their capabilities, hold them accountable, and set the tone for leadership culture on your team
• Own the stability, quality, and continuous improvement of all current call center operations
• Serve as the primary architect of call center expansion: identify operational functions across the organization that are candidates for centralization, design the process, staff and train a team, and build toward installing a team lead to own it long-term
• Oversee and optimize offshore support resources integrated into call center workflows
• Lead performance management, reporting, and KPI accountability across all functions
• Avoid technology decisions related to dialer platforms, IVR phone system architecture, CRM systems, and workflow tooling
• Model excellence in all things — this role is highly visible across all entities we support

What We Are Looking For

• An established, proven leader with a track record of running or building a call center organization — not just managing within one
• Strong people leadership and coaching capability — you build leaders, not just followers
• Exceptional process discipline — you build systems that work without you and document to a standard
• True independence and assertiveness — you identify problems, propose solutions, and execute without waiting for direction
• Experience in a call center leadership role with accountability for team structure, performance, and outcomes
• A hands-on approach — you are not above doing the work yourself when the moment calls for it

Required

• Experience in a call center leadership role with accountability for team structure, performance, and outcomes
• A hands-on approach — you are not above doing the work yourself when the moment calls for it

PREFERRED

• Healthcare, DME, or physician practice experience
• Experience with dialer platforms and IVR phone system architecture
• Experience managing offshore or distributed support teams
• Strong Excel skills and comfort with data structures and reporting
• Experience using or integrating AI tools into operational workflows

Compensation & Benefits

Salary range: $75,000 – $125,000 depending on experience and depth of background
Quarterly bonus opportunity: 10–15% of salary based on business financial performance
Full benefits package
Flexible (unlimited) PTO
In-office, full-time position — Draper, Utah
40-hour work week, W-2 employment
Direct reporting relationship to executive ownership with real influence over strategy and operations