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Senior Director of Operations

2 months ago

Old Toronto, Ontario, Canada Felix Health Inc. Full time
About Felix Health Inc.

Felix Health Inc. is a pioneering healthcare platform that provides on-demand treatment for everyday health needs. Our mission is to increase access to healthcare services, making them more convenient and accessible for Canadians. Founded in 2019, we have developed digital-first solutions that cater to common healthcare needs, including mental health, sexual health, and daily health.

The Role

We are seeking a highly experienced Senior Director of Operations and Strategy to join our team. As a key member of our operations leadership team, you will play a critical role in shaping the company's overall reputation and positioning Felix Health Inc. as a leading provider of everyday healthcare services in Canada.

Key Responsibilities

  • Lead and Manage Teams
    • Lead and manage both the Customer Experience and Clinical Operations teams to ensure exceptional patient experiences throughout their journey with Felix Health Inc.
  • Drive Operational Excellence
    • Partner with senior leaders and cross-functional teams to drive operational excellence through analytical insights, cross-functional collaboration, and hands-on process improvement.
  • Patient-Centric Approach
    • Operate with a patient-centric approach, 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 Health Inc. patient, forming 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 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.

Requirements and Qualifications

  • 5+ years in similar leadership/Senior Director level roles in high-paced, growth environments.
  • 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 environment, with the ability to work from anywhere in Canada.
  • Incredible culture powered by a 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.