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Job Summary                                 

The Vice President, Operations provides executive leadership for the joint venture partnership and oversees all non-clinical operations for all urgent care centers within assigned market(s). This role serves as the executive owner of market-level P&L performance and is accountable for delivering revenue, profitability, labor productivity, controllable expense, financial, operational, quality, workforce, compliance, and customer satisfaction objectives as mutually defined by the joint venture partnership and the Company. The Vice President, Operations leads and develops Directors of Operations and other market leaders, establishes market-wide operational strategy, drives execution of performance improvement initiatives, and ensures consistent delivery of operational excellence across markets. Serving as a senior representative of the Company with health system partners, joint venture boards, community stakeholders, and executive leadership, this role advances partner value, strengthens market performance, and builds scalable processes that support profitable growth, quality outcomes, team member engagement, and an exceptional customer experience.

Work Location:Hybrid – within assigned markets in the New York City area. Ability to travel between multiple sites in the New York City, Long Island and Connecticut region.

Qualifications

Education Required:

• Bachelor’s degree

Licenses/Certifications Required:

• Current State Driver’s License

Work Experience Required:

• 10+ years of progressive operations leadership experience in a healthcare environment, including multi-site or multi-market operational oversight.
• 8+ years of leadership experience managing leaders, including Directors or equivalent senior operational roles.

Preferred Qualifications, Education, Licenses, Certifications, Experience, etc.:

• Bachelor’s degree in Business Administration, Healthcare Administration or related field OR MBA
• Experience leading joint venture partnerships, board-facing governance, health system relationships, and complex market operations

Knowledge, Skills, and Abilities:

• Executive presence and judgment required to lead a complex market, advise senior leaders, influence joint venture partners, and make decisions that balance financial, operational, quality, compliance, workforce, and patient experience priorities.
• Demonstrated ability to lead, align, and develop Directors of Operations and geographically dispersed leadership teams across multiple centers and/or markets while maintaining operational visibility, consistency, and accountability.
• Ability to travel regularly throughout assigned market(s) to maintain operational oversight, build relationships with team members and providers, evaluate performance, and support organizational objectives.
• Ability to build and maintain strategic relationships with internal and external stakeholders, including health system executives, joint venture board members, providers, executive leadership, community representatives, and cross-functional partners.
• Exceptional executive communication, presentation, facilitation, and public speaking skills, with the ability to lead board meetings, influence senior stakeholders, and communicate complex operational performance, risks, and recommendations clearly.
• Demonstrated ability to establish market vision, translate joint venture and enterprise priorities into actionable operating plans, set measurable goals, and inspire leaders and teams to deliver results.
• Strong talent leadership skills with the ability to coach, mentor, assess, and develop Directors of Operations, managers and emerging leaders through succession planning, performance feedback, career development, and individualized growth strategies.
• Demonstrated ability to lead performance management processes, including setting expectations, monitoring performance, providing timely and constructive feedback, recognizing achievements, and addressing performance concerns.
• Proven leadership skills establishing a culture of accountability in order to hold leaders and team members accountable for operational results, engagement, performance management, development, and consistent execution of organizational policies, standards and expectations.
• Demonstrated ability to leverage financial, operational, workforce, quality, and customer experience data to identify opportunities, solve complex problems, make executive-level business decisions, and drive sustained performance improvement.
• Ability to lead enterprise and cross-market initiatives, manage organizational change, scale best practices, and deliver results through disciplined execution, risk management, and a metrics-driven operating cadence.

Essential Duties and Responsibilities

• Lead the joint venture partnership and oversee all non-clinical operations for all centers within assigned market(s), ensuring alignment between the Company, health system partners, and joint venture priorities.
• Deliver on all financial, operational, quality, workforce, compliance, and customer satisfaction objectives as mutually defined by the joint venture partnership and the Company.
• Own market-level P&L performance, including revenue, profitability, labor productivity, controllable expenses, EBITDA/margin, and overall financial performance across assigned centers.
• Develop, manage, and deliver annual operating budgets and financial forecasts for assigned market(s), in partnership with Finance, executive leadership, and the joint venture partnership.
• Lead monthly financial performance reviews, including variance analysis, trend identification, risk mitigation, corrective action planning, and communication of results to executive leadership and the joint venture board.
• Lead joint venture board meetings, establish agendas and operating reviews, communicate performance, elevate risks and opportunities, and drive action within the partnership to deliver value to the health system partner.
• Lead, coach, and develop Directors of Operations and other market leaders, ensuring clear accountability for operational execution, performance management, team member engagement, and leadership effectiveness.
• Develop internal talent, invest in team members, strengthen succession pipelines, and support a culture of career growth and trajectory for leaders and teams across the market.
• Oversee, manage, and deliver appropriate staffing levels for center operations across all centers; develop, refine, and own the staffing model and workforce planning strategy for the market.
• Oversee and maintain performance improvement processes for the Company as established by the health system, federal government, accreditation organizations, and other applicable entities.
• Ensure market compliance with all federal and state regulations, accreditation requirements, joint venture obligations, partner expectations, contractual commitments, and organizational policies.
• Direct the identification, development, and implementation of programs, processes, and operating standards that maintain and enhance operational excellence and deliver quality objectives.
• Collaborate with internal and external business partners to maintain contractual performance obligations, resolve barriers, align resources, and support execution of market and enterprise priorities.
• Own key performance indicators for the market; provide feedback to Directors of Operations and managers on operational performance and make recommendations on improvements as needed.
• Establish financial accountability with Directors of Operations and center leaders by translating P&L performance into actionable operating priorities, staffing decisions, productivity goals, revenue growth plans, and expense management strategies.
• Enhance market operations by supporting cross-market initiatives, providing guidance and best practices to operations leaders, ensuring timelines are met, and developing and implementing cross-market processes and procedures.
• Build and maintain visibility in the community; identify outreach opportunities and partner with Marketing and Business Development teams to drive volume and establish a positive community profile for centers in the market.

GoHealth Core Values

GoHealth’s Core Values, listed below, are essential functions of this position:

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.
• Diversity & Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers and partners.  Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.
• Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities.

GoHealth Leadership Principles

GoHealth’s Leadership Principles, listed below, are essential functions for this position:

• Create Shared Purpose: Breathe life into our vision and mission. Speak to our future and create a line of sight for our team members. Set goals and communicate a plan of action. Empower others to deliver.
• Inspire and Motivate: Celebrate and share success. Grow and develop our team members. Provide direct feedback that enables others to reach their potential. Identify when to lead and embrace the opportunity to follow.
• Plan, Execute, Adapt and Deliver: Leverage analytics and experience to make better decisions. Possess a bias towards action and manage risk. Be agile, pragmatic and adjust. Identify, acknowledge, plan, implement and follow-up.

Additional Requirements

• Office Environment: Tasks may be conducted within a climate-controlled office setting.
• Physical Activity: The role may require the ability to lift, carry, push, or pull materials, supplies, and equipment (up to 25 lbs.) Duties typically involve a combination of sitting, standing, and walking, with frequent changes in position.
• Travel: Frequent travel is required throughout assigned market(s), including travel between urgent care centers, partner locations, Company meetings, and occasional overnight travel. Estimated travel requirement: 30-50%. Reliable transportation and a valid driver's license are required.
• Safety Equipment: May require the use of safety equipment for infection prevention.

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Note: This Job Description is not inclusive of all the duties of the position. You may be asked by Leaders to perform other duties. Leadership may revise this job description at any time.

Equal Employment Opportunity Statement

The Company and its affiliates, joint venture partners and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

ADA Accommodation Statement

Reasonable accommodations are available for qualified individuals with disabilities upon request. This role defines success by achieving essential function outcomes, not by the method of completion.

Compliance Statement

This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

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