[Hiring] Senior Director, Clinical Operations @TailorCare

Role Description

The Senior Director, Clinical Operations owns the performance, scalability, and operational direction of TailorCare's clinical operations, spanning both the Clinical Navigation team and the business operations that keep it running and connected across the care journey. This is a senior leadership role for a strong operator: someone with advanced business acumen who can build and run an operations function at scale, set and own the team's OKRs, and drive it toward measurable targets.

This leader owns the contact center operations for their team, including:

• Staffing
• Forecasting
• Scheduling
• Queue and service-level management
• Escalation

They partner closely with the Central Operations and Performance Excellence teams on the shared infrastructure and standards behind it. The ideal candidate is a proven operator who can build and scale, and candidates who bring both operational depth and clinical fluency are especially welcome.

Qualifications

• Bachelor's degree required; advanced degree (MBA, MHA, or related) preferred.
• 10+ years of progressive experience in healthcare or clinical operations, contact/call center leadership, or business operations.
• 5+ years leading leaders (managing managers or multi-layered teams).
• Advanced business and operational acumen.
• Demonstrated experience running a high-volume, telephonic/virtual contact-center-style operation.
• Experience owning a budget and making resourcing and prioritization decisions.
• Strong data and analytics acumen.
• Experience translating operational KPIs into business and clinical impact.
• Active clinical licensure (PT, RN, or equivalent) is a plus, not required.
• Proficiency with workforce management, CRM, and EHR/documentation systems.
• Excellent communication skills.
• Comfortable operating in ambiguity and scaling systems within a fast-growing startup environment.
• Ability and willingness to travel up to 10% as needed.

Requirements

• Set, own, and cascade the OKRs for the team.
• Own the strategy and operational direction for the Clinical Navigation operation.
• Hold budget accountability for the function.
• Drive cross-functional collaboration between Digital Solutions and Clinical Strategy.
• Own end-to-end operational performance of the team's contact center.
• Set and monitor service-level standards alongside clinical quality standards.
• Build and maintain escalation pathways for complex clinical or operational issues.
• Own the business operations that keep the team performing.
• Own how the operation connects with other teams across the care journey.
• Ensure compliance with clinical protocols, documentation standards, and regulatory requirements.
• Directly manage and develop the managers who lead the Clinical Navigation and care teams.
• Own workforce management and succession planning across the Clinical Navigation career ladder.
• Own the KPI framework connecting operational performance to clinical outcomes and business impact.
• Build and maintain dashboards for real-time visibility into team and program performance.
• Represent clinical operations in client conversations and cross-functional planning.

Benefits

• Meaningful Work: Opportunity to make a positive impact.
• Work Environment: Remote-first company with options for a hybrid work model in Nashville.
• Time Off: Generous paid time off (PTO) and holiday plans.
• Family First: Paid parental leave and support for a healthy work-life balance.
• Comprehensive Benefits: Medical, dental, vision, life, and disability insurance.
• Fair Compensation: Equitable pay and a 401k plan with employer matching.
• Community: Inclusive environment fostering teamwork and authenticity.