Director of Operations, Diagnostics

Location: Remote within the United States; work is performed from the colleague’s home

Salary: $86,000–$141,800 per year

Company

hirify.global provides care coordination and support services to help injured workers receive the care they need.

What you will do

• Direct the day-to-day operations of one or more customer service teams handling phone and email inquiries.
• Monitor service levels, policy adherence, phone coverage, scheduling, call quality, and customer satisfaction.
• Serve as an escalation point for complex customer issues and coordinate service delivery with clients, vendors, and internal departments.
• Manage personnel actions, including hiring, interviews, performance appraisals, disciplinary actions, promotions, and salary changes.
• Coach and mentor supervisors, team leads, and occasionally Associates.
• Approve process improvements and report operations center performance against objectives.

Requirements

• High school diploma or GED; an Associate or Bachelor’s degree is preferred, or equivalent education and experience.
• Ability to lead and manage large teams effectively.
• Knowledge of workforce management practices and tools, including scheduling and quality monitoring software.
• Strong customer service, verbal and written communication, problem-solving, decision-making, analytical, and root cause analysis skills.
• Ability to work independently and collaboratively, manage a demanding workload, and maintain flexible hours when required.
• Ability to set up computer equipment in a home office and perform extended sedentary computer-based work.

Culture & Benefits

• Remote-first work environment with work-from-home flexibility for almost all positions.
• At least 18 paid time-off days annually, plus 8 company holidays and 2 personal days.
• Medical, dental, vision, and pet insurance.
• 401(k) matching, company-paid life insurance, and short- and long-term disability coverage.
• Colleague Assistance Program with free counseling and financial services, plus financial support through the hirify.global Foundation.