Director of Operations

Our mission is to turn every family’s living room into their own personal pediatric urgent care. We combine home exam kits, concierge-like access, and AI-enabled Pediatricians to provide affordable and near-instant clinic-level care, 24/7. We believe every child deserves access to top-quality healthcare.

We’ve proven that by drastically improving access and turning healthcare into a consumer-grade experience, we drive better health outcomes for children and families while dramatically reducing medical costs for parents and health plans (up to 50% reduction in ED costs).

We are a mission and values driven company. You can learn more about our values HERE. 🫐 💙

We’re looking for a Director of Operations to lead critical functions and teams within our Operations department across the urgent care business as well as expansion business lines in this next phase of Blueberry’s growth. Operations is the engine that enables Blueberry to deliver greater access to care and affordability to every child and family. Your north star is to enable us to further this mission while ensuring sustainability in our business model. That means owning significant components of our P&L while simultaneously ensuring that we’re delivering an unparalleled care experience to our members from response times to customer support.

You’ll champion the use of responsible AI across the department to drive automation opportunities and process improvements across our workflows; from end-to-end clinician staffing, to licensing & credentialing workflows, and medical kit supply chain management. You’ll define department KPIs with functional leaders and effectively manage towards goals. Additionally, as Blueberry expands into new business lines, you’ll play an integral role in helping define the clinical operations strategy to enable us to deliver the same delightful experience we’ve provided to thousands and thousands of our urgent care members over the years. This role reports to the Vice President of Operations.

Depending on the candidate, they will be accountable for all or the vast majority of the following domains, and will be expected to be a thought partner on the others.

• Champion a culture of responsible AI usage across the department to implement automation opportunities and drive process improvement.

• Build, test, launch, and continuously improve AI-powered workflows across the department.

• Scope and prioritize improvement initiatives that will yield the greatest ROI.

• Develop and recommend tooling that enables the team to 10x their efficiency.

• Own the supply and demand model for all business lines.

• Partner with our data scientist to refine our forecasting algorithm.

• Develop and manage the long-term capacity planning strategy and model that enables us to achieve growth targets.

• Continuously improve our clinician staffing process across multiple lines of businesses.

• Identify opportunities for automation for both the centralized staffing process as well as for the clinician experience.

• Develop automated reporting and oversight infrastructure that ensures clinician licenses and credentials remain active.

• Support our Operations team member in managing our third-party licensing and credentialing vendors as needed.

• Collaborate with the growth team to forecast future L&C needs and problem-solve potential payer credentialing bottlenecks during client implementations.

• Partner with our Supply Chain Manager to identify opportunities to improve kit delivery times.

• Enhance our inventory management infrastructure along with supply and demand forecasting.

• Identify savings opportunities while ensuring consistency in device quality.

• Partner with team leadership to scope and implement automation opportunities that enable us to continue providing personalized customer service, at scale.

• Collaborate with product and engineering to align on improvement initiatives that make it onto the product roadmap.

• Build strong working relationships across clinical, growth, product, and leadership.

• Lead cross-functional special initiatives as business needs arise.

• Serve as a thought partner in cross-functional workgroups and strategic planning.

• Turn data and project updates into actionable insights and clear recommendations to leadership

• Effectively coach and manage a team of functional owners including managers and independent contributors to effectively execute against our operational initiatives
  

• 5 to 7 years of healthcare operations experience.

• Process-obsessed and detail-oriented: you see inefficiency and can't help but fix it.

• Passion for and demonstrated excellence at solving complex operational problems.

• Genuinely excited by automation, tooling, and AI.

• A track record of exceeding financial and operational goals.

• Strong quantitative instincts: comfortable pulling, analyzing, and reasoning from data, while marrying it with qualitative insights.

• Comfort in operating with ambiguity, and possess the ability to be decisive and thrive in a high-growth environment.

• Clear written and verbal communication; able to build trust and consensus across clinical, growth, product, and leadership.

• Margin / cost / P&L ownership experience

• Familiarity with telehealth staffing processes, software, and reporting tools.

• Understanding of clinician licensing, Medicaid enrollment, and payer credentialing processes with health insurance plans.

• Experience managing an international supply chain, from sourcing and packaging to 3PL fulfillment and last-mile deliveries.

• People management experience; demonstrated ability to coach and develop direct reports.

Expected salary for this role is $144,000 - $160,000 depending on location and experience. The role will have a bonus target in 2027. Equity will also be included.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.