Director of Conversion Operations

Opportunity

We are seeking a highly analytical and operationally-minded Director of Conversion Operations to own and optimize the full journey from member registration through activation. This mission-critical role reports to the EVP and Chief Medical Officer of Twin Health, and  will own and operate the enrollment funnel, serving as the strategic and executional lead for driving member conversion. 

You will be responsible for the end-to-end member enrollment function focusing on reducing friction, eliminating inefficiencies, and enhancing the member experience through continuous process improvement and cross functional collaboration. You will partner with Product, Marketing, and Clinical Operations to drive innovations in the enrollment process and ensure seamless member activation at scale.  

Responsibilities

• Funnel Ownership: Own the full operational enrollment funnel—from member registration through clinical onboarding and sensor activation. Partnering with the head of lifecycle marketing to optimize a tech-enabled conversation journey. You are responsible for driving outcomes across all operational touch points.
• Strategic Leadership & Innovation: Drive strategy for the member enrollment function. Serve as the strategic owner for funnel design, optimization, and innovation.  You will leverage technology, product and analytics to unlock new levels of efficiency and member satisfaction. 
• Process Improvement: Build and lead a robust process improvement program that spans care coordination, nursing, fulfillment, onboarding, and clinical scheduling. Identify root causes of inefficiency, design scalable solutions, and ensure each step is repeatable, streamlined, and tightly executed 
• Operational Optimization: Identify and resolve bottlenecks in workflows involving humans, logistics, and clinical processes
• Daily Funnel Monitoring & Analytics: Track and analyze key performance metrics such as care team capacity, appointment completion rates, lab test completion, kit shipment and delivery, and sensor activation rates. Use data-driven insights to drive proactive interventions and inform long-term improvements.
• Capacity Management: Monitor workforce and operational bandwidth (e.g., appointment slots, clinical staffing, lab capacity) to proactively balance load and avoid conversion delays. Partner with Associate Director, Practice Operations to support alignment with the care team day to day operations.
• Cross-Functional Collaboration: Work closely with Care Delivery, Clinical Operations, Practice Operations, Marketing, Supply Chain, L1 Support, and Product Operations teams to ensure alignment and seamless member handoffs across teams and systems.
• Service Experience Stewardship: Ensure the member’s first experience with Twin Health clinically and operationally—is timely, smooth, and effective. Anticipate and remove points of failure in service execution.
• Data-Driven Decisions: Use operational data to continuously refine processes and track the impact of interventions aimed at improving conversion and reducing drop-offs. Work closely with the Conversion analytics team to ensure all metrics are clearly defined, measured, and forecasted.

Key Metrics You Will Own

• % of registered members successfully activated at 6 months and 12 months post partner launch and each P1 metric in the funnel
• Average time from registration to activation
• Appointment scheduling and attendance rates
• Kit shipment, delivery, and sensor activation, success rates
• Lab test completion rates
• Funnel drop-offs at each operational stage

• Additional duties as assigned

Qualifications

• 8+ years in operations, healthcare service delivery, or clinical program management in a high-growth, cross-functional environment.
• Strong background in operational analytics and funnel performance tracking; proficient in tools like Excel, SQL, or dashboarding software (e.g., Salesforce, Tableau).
• Proven ability to drive improvements in care workflows, logistics, or fulfillment operations.
• Experience coordinating cross-functional teams including clinical staff, care coordinators, logistics providers, and support functions.
• Process-minded with an eye for systems efficiency, bottleneck reduction, and throughput improvement.
• Strong organizational, problem-solving, and communication skills; able to translate data into actions and operational decisions.
• Preferred Qualifications
• Experience in a B2B2C healthcare or digital health environment
• Familiarity with clinical logistics (e.g., lab processing, kit fulfillment)
• Understanding of practice operations and patient onboarding workflows
• This remote opportunity is available to US based persons. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits  

The compensation range for this position is $165,000-$175,000 annually. 

In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin.

• A competitive compensation package in line with leading technology companies
• As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan