Director, Operations Insights, Planning, & Strategy

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

As the Director, Operations Strategy & Insights, you will work across the Operations function to track and understand business performance, develop insights, and execute large scale initiatives impacting our end-to-end service delivery. You will partner with leaders across Clinical Operations, Customer Operations, Revenue Cycle, and Customer Success to lead major business transformation initiatives that marry high level strategy with on the ground operations that deliver results.

Location: Remote

What You’ll Do:

• Lead strategic operations and business transformation initiatives that improve the efficiency and effectiveness of our service delivery
• Drive high-impact projects across Hazel’s service delivery organization, including Clinical Operations, Customer Operations, Revenue Cycle, and Customer Success
• Break down complex problems into actionable workstreams that ultimately deliver impactful, scaled operational improvements.
• Manage a pipeline of projects from end to end, including project ideation, intake, sizing, resourcing, and outcomes measurement
• Work collaboratively across functions, including Clinical, Operations, Technology, and Analytics, to initiate and deliver against team goals – gain alignment on new initiatives, create a coordinated approach, monitor project progress, identify risks, and develop risk mitigation plans.
• Design scalable systems for demand/supply management, productivity, and cost control
• Leverage data and analytics to drive accountability, action planning, and decision-making
• Work with leaders across operations to establish clear key performance indicators (KPIs) and workforce performance metrics (e.g. ASA, AHT, cost per visit) and institute performance tracking around defined operational goals, objectives, and metrics.
• Drive data collection, analysis, information synthesis, and insight development from disparate systems and teams in support of our transformation agenda and continuous improvement efforts
• Conduct scenario planning, trend analysis, and root cause diagnostics
• Work through ambiguity by synthesizing both quantitative and qualitative information into a clear and concise understanding of issues and opportunities
• Build informed business cases to support new proposals
• Track and monitor the impact of key transformation initiatives
• Build robust demand forecasting models to accurately predict referral volumes, customer support needs, and visit volumes for Hazel’s multi-state service delivery functions to allow for more robust workforce planning, staffing, and resource allocation.
• Develop and execute workforce and capacity planning strategies through the creation of actionable staffing models that support both long term planning and real-time workforce management:
• Incorporate informed assumptions on service levels, operational costs, and teammate productivity to support financial and hiring plans
• Capture real-time inputs (e.g. absences, unexpected demand, etc.) to inform near term tactics and strategies that maintain service levels
• Develop recommendations for resource reallocation, overtime management or hiring initiatives
• Identify opportunities for shift optimization and flexible staffing models to accommodate fluctuations in volume

Minimum Requirements:

• Bachelor’s degree required, MBA preferred
• 8+ years in management consulting and/or healthcare start up environment.  Strong preference for both consulting and direct experience in operations. 
• Experience working with scaled healthcare and/or customer service oriented operations
• Excellent analytical and problem-solving skills with a proven ability to use data and clear communication to derive actionable insights and mobilize work against them.
• Demonstrated ability to understand strategic priorities while “rolling up your sleeves” to drive operational change
• Proven ability to lead cross-functional teams through influence and manage complex projects with tight deadlines
• Strong project management and communication skills
• Ability to work autonomously and thrive in a fast-paced, dynamic environment
• Passion for Hazel Health’s mission of expanding access to healthcare for students

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base salary range of $150,000 - $200,000, a 401k match, healthcare coverage, paid time off, stock options, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have physical offices in San Francisco and Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our San Francisco or Dallas offices, remote roles can sit in any of the following states: AL, AZ, AR, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, IA, KY, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NJ, NM, NY, NC, OH, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.