Senior Director / VP of Central Operations

Meet knownwell, weight-inclusive healthcare for all. Join a dynamic company that is changing the way care is delivered for patients with obesity. knownwell is a weight-inclusive healthcare company offering metabolic health services, primary care, nutrition counseling and health coaching services for anyone of any size. Our hybrid model allows for both in-clinic and virtual care to bring support to patients where and when they need it. To learn more about our recent Series A funding, led by Andreessen Horowitz, please check out this article.

The Senior Director / VP of Central Operations will oversee and scale the company’s centralized support operations, including our internal patient support team and our offshore BPO partner. These teams are responsible for scheduling, coverage verification, chart prep, prior authorizations, referral management, and other administrative services. This role is responsible for driving operational efficiency, quality, and scalability across all centralized workflows. This is a key leadership role that blends strategic oversight with execution in call center operations, workforce planning, capacity modeling, patient financial coordination, and global operations. 

• Centralized Operations Leadership 
• Oversee daily operations of the scheduling call center and offshore BPO teams handling chart prep, patient billing support, prior authorizations and referral processes. 
• Establish KPIs, SLAs, and quality standards across all centralized support functions. 
• Build scalable workflows, processes, and infrastructure to support high-volume, multi-state clinical operations. 

• Workforce Planning & Capacity Management 
• Own call volume forecasting, capacity modeling, and staffing plans to ensure service levels are met during periods of rapid growth or operational change. 
• Partner with Finance, Strategy, and Clinical Operations teams to align operational resources with patient growth and clinical demand. 
• Monitor and optimize staffing ratios, shift coverage, and workforce tools to improve efficiency and patient experience. 

• BPO Strategy & Vendor Management 
• Lead strategic planning for onshore vs offshore resource allocation across key administrative workflows. 
• Manage relationships with offshore BPO vendors, ensuring performance standards, compliance, and cost-effectiveness. 
• Evaluate and recommend new outsourcing opportunities as the business scales. 

• Team Development & Cross-Functional Leadership 
• Build and mentor a high-performing central operations team. 
• Collaborate with Product, Technology, Clinical, Finance and People teams to implement new tools, workflows, and process improvements. 
• Serve as a subject matter expert and key thought partner on centralized operations strategy. 

• 10+ years of progressive operations leadership experience, including multi-site or centralized support functions. 
• Strong experience managing healthcare call centers, administrative operations, or global shared services. 
• Proven success managing offshore BPO relationships and onshore/offshore capacity planning. 
• Deep knowledge of workforce planning, call center metrics, and service-level performance. 
• Strong analytical mindset with comfort using data to inform decisions and improve outcomes. 
• Excellent cross-functional collaboration, leadership, and change management skills. 
• Experience in a fast-paced, high-growth healthcare or tech-enabled services environment preferred. 

We offer a comprehensive benefits package (Medical, Dental, Vision, 401k match, PTO), competitive salary and the opportunity to be part of a purpose-driven organization that is dedicated to making a positive impact on the lives of patients. If you are an ambitious and experienced clinician who is passionate about transforming healthcare and creating meaningful change, we invite you to apply and join our dynamic team.  Please send us a note at hiring@knownwell.health. 

knownwell, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.  Based on current size of the clinic and HIPAA regulation, providers cannot receive care in clinic and provider’s household members cannot receive primary care in the clinic.