About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville. 

About the Role

The Senior Director, Clinical Operations owns the performance, scalability, and operational direction of TailorCare's clinical operations, spanning both the Clinical Navigation team and the business operations that keep it running and connected across the care journey. This is a senior leadership role for a strong operator: someone with advanced business acumen who can build and run an operations function at scale, set and own the team's OKRs, and drive it toward measurable targets.

This leader owns the contact center operations for their team, including staffing, forecasting, scheduling, queue and service-level management, and escalation, and partners closely with the Central Operations and Performance Excellence teams on the shared infrastructure and standards behind it. Beyond running the day-to-day operation, the role owns the business operations that keep the team performing and shape how it connects with other teams across the care journey.

This leader brings strong business and operational acumen and sets the strategic direction for their own team, while partnering closely with the Sr. Director, Performance & Strategy and the Director, Clinical Digital Solutions on broader clinical strategy and digital innovation. The role also reaches across functions outside Clinical Operations to keep the patient journey continuous from end to end. The ideal candidate is a proven operator who can build and scale, and candidates who bring both operational depth and clinical fluency are especially welcome.

Primary Responsibilities

Operational Strategy & OKR Ownership  (20%)

• Set, own, and cascade the OKRs for the team; translate functional strategy into operating plans and drive the team to hit measurable targets.
• Own the strategy and operational direction for the Clinical Navigation operation, including the business operations that support it and its connections across the care journey, with direct accountability for the success or failure of its business objectives.
• Set the strategic vision and direction for the team, and shape the longer-term operating model as TailorCare scales, influencing senior leadership on where the function needs to go.
• Hold budget accountability for the function and make resourcing and prioritization decisions with a high degree of autonomy.
• Drive cross-functional collaboration between Digital Solutions and Clinical Strategy to innovate, validate, and operationalize new clinical models — ensuring strong clinical outcomes and informing the discovery and scope of future digital solutions.

Contact Center Operations  (25%)

• Own end-to-end operational performance of the team's contact center: staffing models, forecasting, capacity planning, scheduling, and real-time queue management.
• Set and monitor service-level standards (speed to answer, average handle time, abandonment rate, outreach productivity) alongside clinical quality standards, ensuring neither is sacrificed for the other.
• Build and maintain escalation pathways for complex clinical or operational issues, with clear ownership and timely resolution.
• Partner with the Central Operations and Performance Excellence teams on the shared backbone the contact center runs on, including the workforce management platform and contact-center tooling, quality, and audits, consuming that infrastructure rather than standing up a duplicate of it.

Business Operations & Care Journey Integration  (20%)

• Own the business operations that keep the team performing: operating rhythm, capacity and workforce planning, SOP execution, and readiness for new market and payer launches.
• Own how the operation connects with other teams across the care journey, ensuring smooth handoffs and a continuous experience for the patient.
• Own the team's technology stack in partnership with IT/Product and the Director, Clinical Digital Solutions, including dialer/CRM, telehealth platforms, and documentation systems, and pilot and scale AI-enabled tools and digital workflows within the operation.
• Ensure compliance with clinical protocols, documentation standards, and regulatory requirements across all operational touchpoints, partnering with Compliance, Legal, and Quality to maintain governance and audit-readiness.

People & Organizational Leadership  (20%)

• Directly manage and develop the managers who lead the Clinical Navigation and care teams across markets and payers, ensuring consistent leadership practices, coaching quality, and accountability standards.
• Indirectly lead the broader Clinical Navigation organization, including Navigators, Senior Navigators, and Lead Navigators, by setting standards, reviewing outcomes, and holding managers accountable for team-level execution.
• Own workforce management and succession planning across the Clinical Navigation career ladder, and coach managers on how to coach so quality scales with headcount.
• Mentor and develop emerging leaders across the function, a defining expectation of this role, building a deliberate leadership pipeline in partnership with the management team.

Performance, Data & Cross-Functional Partnership  (15%)

• Own the KPI framework connecting operational performance (engagement, adherence, productivity, service levels) to clinical outcomes and business impact (utilization, medical cost savings, quality).
• Build and maintain dashboards that give managers and executive leadership real-time visibility into team and program performance, and ensure metrics roll up cleanly into enterprise OKRs and client-facing reporting.
• Partner with the Analytics team and the Sr. Director, Performance & Strategy to root-cause performance gaps and translate insights into operational change.
• Represent clinical operations in client conversations, executive briefings, and cross-functional planning, and partner with teams across the care journey to keep the end-to-end patient experience continuous.
• Other duties as assigned.

Qualifications

• Bachelor's degree required; advanced degree (MBA, MHA, or related) preferred.
• 10+ years of progressive experience in healthcare or clinical operations, contact/call center leadership, or business operations, including within value-based care, digital health, or population health settings.
• 5+ years leading leaders (managing managers or multi-layered teams), with a demonstrated track record of driving organizational change.
• Advanced business and operational acumen: a proven operator with the ability to build and run an operations function to measurable targets, own OKRs, and drive teams to hit them. This is the core requirement for the role.
• Demonstrated experience running a high-volume, telephonic/virtual contact-center-style operation, including staffing, forecasting, capacity planning, and service-level management.
• Experience owning a budget and making resourcing and prioritization decisions with significant autonomy.
• Strong data and analytics acumen; comfortable building and using dashboards to manage both people performance and business outcomes.
• Experience translating operational KPIs into business and clinical impact (utilization, cost of care, quality metrics).
• Active clinical licensure (PT, RN, or equivalent) is a plus, not required. The priority is a proven business operator, and candidates who bring both an operations background and clinical fluency are especially welcome.
• Proficiency with workforce management, CRM, and EHR/documentation systems; strong Excel and dashboarding tool skills (Tableau or similar).
• Excellent communication skills, with a track record of leading through influence across clinical and non-clinical, internal and executive audiences.
• Comfortable operating in ambiguity and scaling systems within a fast-growing startup environment.
• Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events. 

Skills 

• Advanced business and operational acumen: building and running an operations function to targets
• OKR ownership and performance management to measurable outcomes
• Contact center / operations management (staffing, forecasting, service levels)
• Leadership of leaders: building manager capability, not just individual performance
• Data-driven decision-making and dashboard fluency
• Cross-functional collaboration and influence (Central Operations, Performance Excellence, Performance & Strategy, Clinical Digital Solutions, Product, Data, Compliance)
• Change management and process design at scale
• Executive presence and communication across clinical and non-clinical audiences