Director of Operations

About the role

The Director, Retrieval Operations (Inventory Strategy) is a full-time, United States-based leadership role responsible for translating client retrieval demand into actionable inventory plans across retrieval channels, operational teams, and vendor partners. This leader owns inventory forecasting, prioritization, routing, allocation, pacing, and performance governance for Payer Retrieval Operations. In this role, inventory refers to the record requests and charts moving through the retrieval ecosystem. The Director ensures inventory progresses through appropriate retrieval channels while balancing client commitments, operational capacity, retrieval yield, service levels, and cost. This leader will establish a scalable, data-driven inventory-planning discipline that connects project demand with workforce capacity and daily production requirements. The role collaborates closely with Operations, Workforce Management, Call Center leadership, Client Success, Product, Engineering, Analytics, Finance, and vendor leadership to identify risks, establish priorities, and enhance retrieval outcomes.

Responsibilities

• Own the inventory strategy and planning framework for Payer Retrieval, translating client demand, project milestones, and retrieval targets into actionable weekly and daily operating plans.
• Establish forecasting, segmentation, and prioritization strategies based on client commitments, project pacing, inventory age, chart density, retrieval method, anticipated yield, service levels, and cost, while continuously assessing inventory health and flow.
• Own the strategic framework and business rules for routing inventory across retrieval channels based on provider behavior, inventory characteristics, client requirements, capacity, quality, yield, and cost.
• Evaluate channel and partner performance and adjust inventory distribution to reduce delays, unnecessary touches, and manual intervention while improving retrieval outcomes and cost efficiency.
• Monitor project performance against client commitments, retrieval targets, historical pacing curves, and operating plans, identifying emerging risks and leading recovery planning for inventory that is behind pace, aging, blocked, unmatched, or otherwise stalled.
• Use scenario planning to evaluate shifts in demand, capacity, productivity, channel availability, and client priorities, delivering clear, data-supported recommendations to leadership.
• Partner with Workforce Management and operational leaders to connect inventory demand with staffing and capacity plans, translate capacity into realistic production schedules, and adjust prioritization or allocation strategies when constraints arise.
• Support annual planning, budgeting, and forecasting by aligning client demand, inventory availability, operational capacity, productivity expectations, and financial targets.
• Establish KPIs, dashboards, and governance cadences that measure inventory health, forecasting accuracy, project pacing, routing effectiveness, productivity, retrieval yield, service-level performance, unit economics, and cost.
• Partner with Business Intelligence and Analytics to deliver accurate, actionable reporting and translate complex operational data into clear insights and executive-level recommendations.
• Partner with Product, Engineering, and Analytics to continuously refine inventory prioritization and routing logic, define success measures, evaluate operational impact, and establish roadmaps for future iterations.
• Partner with Call Center leadership to determine how inventory should be segmented between human outreach and Voice AI based on inventory characteristics, provider needs, client requirements, complexity, anticipated outcomes, and cost.
• Work cross-functionally to identify, prioritize, and optimize automation opportunities that reduce manual effort, improve inventory flow, and increase operational efficiency.
• Lead, coach, and develop the Inventory Strategy team while establishing strong cross-functional partnerships and serving as a trusted advisor to senior leadership on inventory strategy, project pacing, capacity requirements, operational risks