Director, Operations

Reporting to the Head of Operations, the Director of Operations will launch, build, and lead our primary delivery operations hub outside of San Francisco. This is a rare opportunity to stand up an entire office from the ground up where you will own site leadership, team development, and endtoend delivery execution for our frontline operations.

Our Operations team is the backbone of our healthcare AI platform, ensuring timely, highquality care for patients and results for provider practices. This role will oversee a team of frontline Operations Coordinators, individuals who process referrals, manage workflows, and support our AI models through humanintheloop verification. You’ll be responsible for hitting key SLAs, driving quality outcomes, and ensuring the team operates with speed, accuracy, and consistency across all workflows. You’ll build the systems, training, and culture to scale with excellence, and partner closely with Product and Engineering to improve automation, efficiency, and customer impact.

The ideal candidate is a handson operator who is excited to roll up their sleeves, build a strong and valuesdriven office culture, coach a growing team, and be a key driver of Valerie’s longterm success. You should be energized by ambiguity, motivated by outcomes, and passionate about delivering exceptional service for our customers.

What You’ll Do

• Drive Operational Excellence: Build and improve daytoday processes for verifying and routing healthcare documents, powering our AI systems, and supporting patients and practices.

• Own Site Performance: Track and manage team Delivery Ops KPIs (e.g. accuracy, SLAs, cost efficiency), run weekly performance reviews, and ensure the team consistently meets quality standards.

• Launch & Lead a New Site: Stand up our new operations office, build team culture, and set the tone for a highquality, highownership work environment.

• Hire and Manage a Frontline Team: Recruit, onboard, and manage a rapidly growing team of frontline Operations Coordinators.

• Build Training and QA Systems: Develop onboarding, ongoing training, and quality assurance systems to support rapid team growth and workflow expansion.

• Partner CrossFunctionally: Work closely with Product, Engineering, and Customer teams to support launches, escalate bugs, and provide feedback to improve tools and automation.

• Support Product Pilots and New Workflows: Operationalize new automation offerings (e.g. fax automation, AI scheduling, prior auth) and help define workflows from day one.

• Be a Culture Carrier: Build a valuesdriven, missionaligned culture that enables the team to thrive and grow together.

• About You

  Experience:

  • 58+ years of total professional experience, including 2+ years in highvelocity operations roles, such as 1099 techenabled services (e.g. Uber, DoorDash), contact centers, or BPO

  • Track record of hiring, developing, and managing teams of 10+ people

  • Experience in highgrowth environments or ambiguityheavy roles (e.g. startups, consulting, VCPEIB) strongly preferred

  • Experience standing up new markets or offices is a plus

  • Attributes:

    • 0–1 Operator: You thrive in ambiguity, build from first principles, and bring structure to unstructured problems to drive execution and scale.

    • Team Builder & Culture Shaper: You hire exceptional talent, lead with clarity and conviction, and inspire a culture of accountability, ownership, and continuous improvement.

    • Action Oriented: You bias to getting things done and making decisions with imperfect information.

    • Ownership Mentality: You take full responsibility for outcomes, follow through without being asked, and hold your team to a high bar of excellence.

    • Structured Thinker: You use data to drive decisions, diagnose problems, and continuously improve workflows.

    • Customer Obsessed: You anchor your team’s execution in what matters most to customers: delivering reliably, resolving issues fast, and earning longterm trust.

    • Growth Mindset: You are eager to learn new approaches, seek feedback, and continually improve skill sets.

    • Strong Communicator: You are clear and succinct in both written and verbal communication, capable of adjusting style for different audiences.

    • MissionDriven: You care deeply about doing meaningful work and are motivated by building systems that make a real impact on people’s lives.

    • Compensation & Benefits

      • Competitive salary and equity in a fastgrowing, venturebacked startup

      • Full benefits including medical, dental, vision, 401(k) and PTO

      • Opportunity to lead a foundational part of our business