Associate Operations Director - Integrated Care

Overview

The Associate Operations Director, Integrated Care, is responsible for supporting operational excellence across Integrated Care services through effective team leadership, process optimization, and strategic project management. This role oversees a team of professionals who provide administrative and member support services to the broader Care Services organization while leading high-impact operational initiatives designed to improve efficiency, scalability, and service quality.

The Associate Operations Director partners cross-functionally to identify opportunities for continuous improvement, drive operational performance, and ensure alignment with organizational goals. Additionally, this role plays a key part in fostering a mission-driven culture by promoting the organization's values, developing team members, and strengthening engagement across functions. This position reports to the Director of Service Integrity and Optimization.

Fully Remote work (Not available to residents of: AK, AR, CA, HI, ID, MD, NE, SD, UT, WY). 

Responsibilities

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Management and Professional Development:

• Provide operational leadership for a team of up to 10–12 direct reports (Operations Support Coordinators, Senior Operations Support Coordinators, and/or Operations Supervisors), including workforce planning, scheduling, caseload allocation, onboarding, coaching, and professional development.
• Partner with leadership to establish, monitor, and achieve key performance indicators (KPIs), productivity standards, and operational goals while ensuring compliance with organizational policies and procedures.
• Oversee day-to-day operational execution, including reporting, administrative deliverables, escalations, and issue resolution to ensure high-quality service and support.
• Collaborate with Operations Supervisors, Senior Operations Support Coordinators, and the Director to identify and implement workflow improvements, process enhancements, and operational efficiencies.
• Lead, pilot, and support the implementation of new programs and initiatives that align with business needs, organizational goals, and continuous improvement efforts.
• Support employee performance management, employee relations, and talent acquisition activities, including recruiting, hiring, coaching, evaluations, and performance improvement planning.
• Promote employee engagement and growth through ongoing feedback, goal setting, career development, and knowledge transfer initiatives.
• Assist with audits, accreditation reviews, licensing requirements, and regulatory compliance activities to support operational excellence.

Project Management:

• Lead and manage special projects and strategic initiatives from planning through execution, ensuring timely delivery and achievement of objectives.
• Partner with the Director and cross-functional stakeholders to implement, evaluate, and optimize new programs, processes, and operational improvements.
• Coordinate multiple concurrent projects, managing timelines, deliverables, resources, and stakeholder communication to drive successful outcomes.

Other Duties and Responsibilities:

• Other duties as assigned.

Qualifications

Knowledge, Skills and Abilities:

• Demonstrated experience managing teams and operations across multiple sites and/or states.
• Proficiency with Microsoft Office Suite and Google Workspace applications.
• Strong collaborator with the ability to build relationships and partner effectively across functions to achieve shared goals.
• Excellent communication skills, with the ability to engage diverse audiences in a clear, professional, and culturally sensitive manner.
• Innovative and solutions-oriented thinker who challenges the status quo and drives continuous improvement.
• Highly organized with strong leadership and project management skills, the ability to manage multiple priorities in a fast-paced environment.
• Adaptable and resilient, with the ability to navigate ambiguity, shifting priorities, and organizational change.
• Exceptional problem-solving and decision-making skills, with a results-driven approach and strong sense of ownership.
• Demonstrated ability to develop and lead a strong team, demonstrate sound judgment, maintain confidentiality, and work independently.
• Commitment to the organization's mission, values, ethical standards, and Professional Code of Conduct.

Qualifications & Requirements:

• Bachelor’s Degree preferred or equivalent combination of education and experience
• 5+ years of operational leadership experience in a behavioral health or human services field 
• Access to reliable internet and telephone services, specifically 40M download and 10M upload package or higher as well as a strong WiFi signal from your remote work location.
• Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening.  Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, and CPR/Basic First Aid 

Physical Requirements & Working Conditions:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities; these are made on a case-by-case basis.

While performing the responsibilities of the role, the employee is required to talk and hear. The employee is often required to sit and use his or her hands and fingers.  The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch, or crawl. Vision abilities required by this job include close vision.

Fully Remote work (Not available to residents of: AK, AR, CA, HI, ID, MD, NE, SD, UT, WY).