Operations Director

Job Title : Director of Operations Excellence

Company Overview : An upcoming healthcare platform is operating in the high-growth Medical Spa Category. The founders have previously launched and built leading retail healthcare organizations in urgent care and veterinary care.

The Medical Spa Category lies at the intersection of day spas and plastic surgery / dermatology, providing medical-grade aesthetic services overseen by healthcare professionals (doctors and / or nurses).

This $20B sector is growing at 12-15% annually, driven by mainstream acceptance of aesthetics and consumers’ desire to look and feel their best.

The company aims to disrupt this sector by combining high-quality healthcare with a curated, best-in-class experience during and after the visit, considering all components of the guest journey.

General Position Description : The Director of Operations Excellence will initiate, lead, and execute strategic projects that drive operational excellence and advance organizational goals and priorities.

This includes managing the successful launch of new locations and initiatives. The role requires executing scalable, mission-central projects with excellence and urgency.

Key Responsibilities :

Operations Excellence :

• Develop and ensure adoption of a management system that facilitates execution of priorities, initiatives, and KPIs.
• Develop and implement scalable business models, frameworks, and processes that ensure operational excellence, driving effectiveness and efficiency.
• Establish key performance indicators (KPIs) to measure operational effectiveness and track progress towards goals.
• Lead continuous improvement efforts to enhance overall operational performance, streamline workflows, and eliminate waste.
• Foster a culture of accountability, collaboration, and innovation with the goal of driving operational excellence.

Project Management :

• Lead strategic projects, including new location launches, from initiation to completion.
• Work with internal teams on launch plans, including market analyses, customer analyses, competitive research, and go-to-market strategies.
• Develop project plans, timelines, and resource allocation strategies to effectively execute projects and deliver desired outcomes.
• Coordinate cross-functional teams and external partners to facilitate project deliverables on time and on budget.
• Oversee project progress, identify risks and issues, and implement mitigation strategies to keep projects on track and in scope.
• Conduct post-launch analyses, ensuring continuous improvement for subsequent launches, and implement changes based on learnings.

Communications and Talent Development :

• Create and implement communications / training programs to facilitate the successful adoption of business models, processes, and frameworks.
• Provide leadership, mentorship, and coaching to the team, fostering a culture of operational excellence.
• Promote a culture of continuous learning and improvement.

Stakeholder Management :

• Build and maintain relationships with key stakeholders, including senior leadership, studio teams, project teams, and external partners.
• Communicate regularly with stakeholders to provide updates on project statuses, operational performance, and the status of launch initiatives.
• Act as a trusted advisor, providing insights, recommendations, and strategic guidance to inform decision-making and drive business growth.

Qualifications :

• Bachelor’s degree in business administration, operations management, project management, or a related field (master’s degree preferred).
• Experience creating business models, frameworks, and process tools that facilitate operational excellence at scale.
• Experience with multi-site, multi-state healthcare.
• Strong, proven project management skills, with experience leading complex projects from initiation to completion.
• Excellent analytical skills and attention to detail, with the ability to glean insights from analytics to drive better decision-making and improvement.
• Excellent communication skills with experience creating formal communication plans to drive adoption. Formal change management training is a plus.
• Excellent interpersonal skills with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels.
• Experience launching new sites (de novos) and new services.
• PMP, Six Sigma, or other relevant certifications are a plus.

Additional Information : The details provided above reflect the general responsibilities considered necessary for the role.

This description should not be construed as a comprehensive list of all work requirements. Job incumbents will be expected to perform other duties, beyond those stated above, as necessary for the effective operation of the position and the business.