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Director of Operations (Client Services)

TouchCare's mission is to enhance the healthcare experience, knowledge, and engagement for consumers by simplifying the medical and employee benefits landscape. Our vision is to put power back into consumers' hands, not insurance companies or providers.

We are seeking a highly strategic and execution-oriented Director of Operations to support the Chief Client Officer and serve as a critical bridge between our client-facing teams (Client Success and Member Services) and headquarters.

Role Overview

This role is responsible for ensuring operational excellence across the entire client and member lifecycle, from implementation and onboarding through ongoing engagement, advocacy, retention, and growth. The Director of Operations will oversee, maintain, and standardize processes, systems, and workflows to elevate service delivery and drive measurable value.

Partnering closely with the Chief Client Officer and executive leadership, this individual will identify gaps, reinforce consistency, and optimize existing infrastructure to support a high-touch, service-driven organization in a regulated healthcare environment.

Key Responsibilities

Client and Member Operations

• Partner directly with the Chief Client Officer to operationalize the client and member service strategy
• Serve as the connective tissue between Client Success, Member Services, and internal teams
• Ensure a seamless, high-quality end-to-end experience across the full client lifecycle
• Identify gaps in service delivery and implement improvements to enhance consistency and quality

Operational Excellence and Process Management

• Oversee and maintain existing processes, procedures, and workflows to ensure consistency and scalability
• Standardize operating procedures across teams to drive alignment and efficiency
• Ensure clear ownership models, SLAs, and performance standards are consistently followed
• Identify areas for optimization and continuous improvement across workflows
• Drive consistency and quality across all client and member interactions

Cross-Functional Leadership

• Partner with Product, Sales, Marketing, Finance, and Operations to align on priorities and execution
• Translate client and member insights into enhancements to existing processes and service delivery
• Support go-to-market efforts by reinforcing TouchCare's value proposition through operational excellence
• Ensure alignment between service delivery and company growth objectives

Data, Performance, and Reporting

• Track and monitor KPIs across client success and member services
• Maintain and enhance reporting frameworks to measure service quality, engagement, retention, and growth
• Drive accountability across teams through data visibility and performance tracking
• Provide insights and recommendations to executive leadership

Infrastructure, Compliance, and Business Operations

• Oversee and support existing infrastructure across People Operations, IT, and internal systems
• Ensure ongoing compliance with SOC 2, HIPAA, and regulatory requirements in partnership with leadership
• Partner with Finance and Legal on vendor management, contracts, and operational risk
• Maintain audit readiness and operational rigor in a regulated environment

Experience and Qualifications

• 8 to 12+ years of experience in operations, business operations, or service delivery leadership
• Proven ability to manage, standardize, and optimize processes in a high-growth, complex environment
• Strong experience working cross-functionally across client-facing and internal teams
• Experience in healthcare, benefits, or health technology strongly preferred
• Demonstrated ability to influence without authority and drive alignment
• Data-driven mindset with experience managing KPIs and reporting frameworks
• Strong communication skills and executive presence

Why This Role Matters

This role sits at the center of TouchCare's growth, ensuring that as we scale, we maintain the high-touch, concierge-level experience that defines our brand. By reinforcing consistency, optimizing operations, and driving disciplined execution, this leader will directly impact client satisfaction, member outcomes, and long-term company growth.

Why Join Us?

• Impactful Growth: Lead the expansion of specialized services that provide critical support to members during complex life events.
• Collaborative Environment: Work closely with a supportive team across Sales, Client Success, Product, and Marketing.
• Strategic Leadership: Shape the go-to-market strategy and future evolution of TouchCare's specialized portfolio.

Location: This position will be in-person, 5 days a week in the Stamford office. Travel to Shrewsbury, NJ Office