Senior Director of Operations (15-month Contract)

About Felix

The Role

Responsibilities and Expectations

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  Customer Experience
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  Lead, coach and manage a 20-person customer experience team, with a relentless orientation towards creating a world class experience for our patients
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  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
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  Measure and analyze customer data to identify trends and drive areas for continuous improvement (customer feedback, support metrics, and data)
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  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
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  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
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  Clinical Operations
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  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.
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  Hold a high bar for operational execution through process optimization, operational efficiency, metric tracking, performance management and team leadership within clinical operations
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  Optimize for the clinical integrity of our operations, the strategic needs of the business and ultimately, the safety and exceptional experience of our patients 
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  General Leadership
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  Prioritize initiatives and work for your team based on the the needs and strategic direction of the business 
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  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 
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  Set and deliver on aggressive deadlines both for yourself, your team and the functions that you work with
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  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
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  Act as a thought leader and challenge yourself and others to think outside the box
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  Approach work with a no-ego attitude and be willing to jump in and do whatever it takes to get the job done
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  Proactively identify and address roadblocks, unnecessary complexity and silos. Establish yourself as someone who breaks down barriers and defaults to a mindset of “how can we make this happen!”  
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  Set a positive tone and example for your team and the broader organization at Felix. Hold yourself to a high standard when it comes to raising the bar and leading with integrity, authenticity and trust.

Experience and Skills

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  5+ years in similar leadership / Senior Director level role(s) in high-paced, growth environment
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  Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
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  Strong metrics-driven performance improvement background is important, as is the ability to coach leaders to higher levels of accountability and execution
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  Strong analytical skills with the ability to interpret data and drive strategic decision-making
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  Experience implementing generative AI tools to optimize efficiency and enhance the customer experience  
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  A track record of tackling complex and ambiguous problems head on, with a high degree of ownership and accountability
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  Action-oriented with the ability to lead teams and drive change, with or without authority 
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  Ability to challenge, change, coach and be coached 
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  Exceptional emotional intelligence, exemplified by self-awareness and empathy, to gain the trust and commitment necessary for buy in and transformative change
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  A hunger for learning and a willingness to make mistakes
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  A can-do attitude with an optimistic orientation 
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  A background in clinical or pharmacy leadership is considered an asset 
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  Experience in management consulting is considered an asset
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  Experience working in healthcare is considered an asset

Benefits

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  Full medical, dental and vision benefits
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  Maternity / paternity policy
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  3 weeks vacation + flexible holiday scheduling
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  Competitive compensation
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  Stock option grant
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  Remote first, work from anywhere in Canada
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  Incredible culture powered by an highly collaborative and high performing team
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  Large impact at an early stage technology company
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  Professional development opportunities, working closely with founders and senior leadership team