Director of Operations

About mPulse: mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations. Job Summary: The Director of Operations at mPulse Mobile will be instrumental in driving operational excellence and strategic alignment across the organization. This role involves collaborating with leadership to develop and manage strategic plans that align with company-wide goals and foster cross-functional collaboration. The Director will lead and support initiatives aimed at enhancing operational efficiency, customer retention, and organizational transformation. This individual will play a key role in optimizing business intelligence practices to support decision-making, refining commercial strategies, and managing whitespace and cross-sell opportunities to drive revenue growth. Duties/Responsibilities: Collaborate with leadership to support the development and management of strategic plans that align with company-wide goals, ensuring cross-functional alignment and effective communication of milestones. Lead and support cross-functional projects to enhance operational efficiency and contribute to organizational transformation. Facilitate customer and business intelligence practices to improve organizational understanding and support decision-making through the alignment of processes, tools, and stakeholders. Contribute to revenue growth by refining commercial strategies, managing whitespace and cross-sell initiatives, and ensuring alignment through regular reporting and communication with cross-functional leaders. Enhance the customer lifecycle by optimizing processes, journey mapping, and SOPs to improve retention and operational efficiency. Support the development and execution of mPulse’s enablement strategy, ensuring process alignment, operational excellence, and consistent documentation across the organization. Optimize enterprise pricing strategies and profitability processes across product lines. Develop the Strategy & Operations team, fostering a culture of innovation and strategic alignment with mPulse’s goals, while mentoring direct reports to ensure their success. May assist in acquisition activities to ensure smooth transitions, align processes, and contribute to strategic synergies for successful acquisition integration. Skills/Abilities/Experience: 7+ years of experience in strategic operations, business transformation, or management consulting Strong strategic planning and execution skills, with the ability to align cross-functional teams and set organizational goals Proficiency in project management methodologies (e.g., Agile, Scrum) and tools for managing cross-functional projects Expertise in business intelligence and data analysis, including experience with BI tools such as Tableau or Power BI Excellent communication and stakeholder management skills, with the ability to present data and strategic plans effectively Demonstrated experience in revenue growth, commercial strategy, and sales optimization, including whitespace analysis and cross-sell initiatives Strong process optimization skills, including process mapping, development of SOPs, and implementing efficiency improvements Knowledge of pricing strategy and profitability analysis across multiple product lines Ability to lead and mentor teams, fostering a culture of innovation and aligning team goals with company objectives Experience in acquisition integration, including aligning processes and achieving strategic synergies Minimum Qualifications: Bachelor’s degree in Business, Operations, Data Analytics, or a related