Senior Director of Operations

3 months ago

Old Toronto, Canada Felix Health Inc. Full time
p>About Felix

Felix is Canada’s first end-to-end platform providing on-demand treatment for everyday health. Felix creates digital-first solutions that increase access for common healthcare needs such as mental health, sexual health, and daily health. Founded in 2019, Felix’s approach to healthcare encompasses assessments, lab testing, prescriptions, fast and discreet delivery and ongoing care — all online at www.felixforyou.p>

The Role

The Senior Director of Operationswill develop and execute a comprehensive strategy that ensures exceptional patient experiences throughout their journey with Felix. As a key member of the operations leadership team, the Senior Director of Operations will play a critical role in shaping the company’s overall reputation and positioning Felix as leading everyday healthcare provider in Canada. Please note this opening is for a 15 month fixed term.

We are seeking a Senior Director of Operations to:

  1. Lead and manage both the Customer Experience and Clinical Operations teams

  2. Partner with senior leaders and cross-functional teams to drive operational excellence through analytical insights, cross-functional collaboration and hands on process improvement

  3. Operate with a patient centric approach, by raising the bar on quality, challenging the status quo and keeping the end user at the forefront of the conversation at all times

Responsibilities and Expectations

  • Customer Experience

    • Lead, coach and manage a 20-person customer experience team, with a relentless orientation towards creating a world class experience for our patients

    • Become an expert on the experience of a Felix Patient - form a deep understanding of the patient journey, customer needs and preferences, and user feedback to drive continuous improvement and an exceptional healthcare experience for all patients

    • Measure and analyze customer data to identify trends and drive areas for continuous improvement (customer feedback, support metrics, and data)

    • Automate, analyze, and optimize various aspects of customer interactions through the implementation of generative AI tools and techniques, optimizing for efficiency while enhancing the patient experience

    • Foster a culture of high-performance within the CX team, enabling opportunities for coaching and growth and orienting the team towards scale and continuous improvement

  • Clinical Operations

    • Lead and manage the growing clinical operations team to ensure exceptional patient care and healthcare practitioner support, fostering a culture of high performance and continuous improvement.

    • Hold a high bar for operational execution through process optimization, operational efficiency, metric tracking, performance management and team leadership within clinical operations

    • Optimize for the clinical integrity of our operations, the strategic needs of the business and ultimately, the safety and exceptional experience of our patients

  • General Leadership

    • Prioritize initiatives and work for your team based on the the needs and strategic direction of the business

    • Set and communicate clear objectives and key results, pushing the boundaries on what’s achievable and corralling the team behind you to maximize engagement, output and results

    • Set and deliver on aggressive deadlines both for yourself, your team and the functions that you work with

    • Get into the weeds of the data and distill relevant, concise insights and analysis to enable data-driven decisions at every level of the organization

    • Act as a thought leader and challenge yourself and others to think outside the box

    • Approach work with a no-ego attitude and be willing to jump in and do whatever it takes to get the job done

    • Proactively identify and address roadblocks, unnecessary complexity and silos. p>

Experience and Skills

  • 5+ years in similar leadership / Senior Director level role(s) in high-paced, growth environment

  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.

  • Strong metrics-driven performance improvement background is important, as is the ability to coach leaders to higher levels of accountability and execution

  • Strong analytical skills with the ability to interpret data and drive strategic decision-making

  • Experience implementing generative AI tools to optimize efficiency and enhance the customer experience

  • A track record of tackling complex and ambiguous problems head on, with a high degree of ownership and accountability

  • Action-oriented with the ability to lead teams and drive change, with or without authority

  • Ability to challenge, change, coach and be coached

  • Exceptional emotional intelligence, exemplified by self-awareness and empathy, to gain the trust and commitment necessary for buy in and transformative change

  • A hunger for learning and a willingness to make mistakes

  • A can-do attitude with an optimistic orientation

  • A background in clinical or pharmacy leadership is considered an asset

  • Experience in management consulting is considered an asset

  • Experience working in healthcare is considered an asset

Benefits

  • Full medical, dental and vision benefits

  • Maternity / paternity policy

  • 3 weeks vacation + flexible holiday scheduling

  • Competitive compensation

  • Stock option grant

  • Remote first, work from anywhere in Canada

  • Incredible culture powered by an highly collaborative and high performing team

  • Large impact at an early stage technology company

  • Professional development opportunities, working closely with founders and senior leadership team

Location: Remote (Canada). We are currently working remotely and open to candidates from anywhere in Canada.

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. p>

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact accessibility@felixforyou.

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