Director of Clinic Operations

About Oula:

Oula is redesigning maternity care from the ground up. Our modern maternity center combines the best of obstetrics and midwifery care to deliver a more evidence-based and personalized pregnancy experience. From our collaborative medical team, welcoming clinic, and remote care platform, we are setting a new standard for pregnancy that unifies modern medicine and human intuition. Our first clinic opened in Brooklyn in 2021, and we've since expanded to multiple New York City locations, with additional clinics in Connecticut and North Carolina — and plans for more Oula clinics in new markets to come.

About the role:

We are looking for a Director of Clinic Operations to join our tech-enabled collaborative maternity practice. We’re searching for an individual who is thoughtful and passionate about delivering patient-centric care and is excited to join a dynamic and innovative team.

In addition to helping shape Oula's overall patient experience, you will also be responsible for creating a stellar patient care experience that is consistent across multiple clinics and markets in the TriState Area. This is the perfect opportunity for an individual that is excited to help define and build and scale a new best-in-class maternity care experience.

Must be based in New York and able to work onsite 2–3 days per week at a WeWork or Oula clinic, with flexibility to work remotely as needed.

Key Responsibilities:

Frontline leadership:

• You will be a manager of managers, responsible for onboarding, training, managing and developing clinic managers.
• Responsibility for driving vision and purpose across our organization and will ensure the commitment to our mission, values and DEI is lived in all markets under your purview
• Ensure your leaders are developing their teams, implementing development plans, holding robust 1:1s and developing a strong bench
• You are the lynch pin between your teams and the broader organization responsible for communication flows between relevant parties. (i.e. keep your markets up to date on all things Oula and keep Oula up to date on all things TriState)
• Maintain a regular on-site presence within assigned markets to support teams, operations, and patient experience, with periodic travel required to new and existing markets.

Operations management

• Accountable for all aspects of day-to-day clinical operations across multiple markets, including service line performance, staffing, clinic operations, inventory management, and patient experience.
• Drive success of your markets by ensuring you achieve goal on several key success metrics centered around team engagement, patient experience, access and capacity and financial sustainability
• Drive labor efficiency by working closely with clinical leadership to create work schedules, clinic monthly schedules, and clinician on call schedule
• Drive adoption and execution of Oula's operating model across markets, ensuring effective meeting structures, management routines, performance reviews, communication cadences, and operational processes are consistently implemented.
• Facilitate effective roll outs, adoption of new policies and procedures and working to achieve consistent flawless fundamentals across all important patient touchpoints
• Be a thought partner to the VP of market operations and central teams in creating and optimizing organizational processes and workflows
• Act as the primary liaison between market operations and central teams, translating organizational initiatives into seamless local execution and sustainable adoption, such as local marketing events, central trainings and organizational events
• Manage appropriate third party vendor relationships such as with labs, clinical suppliers, Rx and vaccine suppliers etc.

About You:

• Passionate about improving maternity care, and excited to scale a tech-enabled service.
• A collaborator: you will partner with clinicians, patient experience support teammates, and others to build best-in-class care
• Creative: you identify issues and can think of solutions that
• A doer. You can turn feedback into meaningful experiments to run with the team. You’re also willing to roll up your sleeves and answer phones when the team needs you.
• Empathetic and emotionally in-tune with patient and team member needs.
• Metrics-driven. You care about seeing results.
• Excited about the opportunity and chaos of an early-stage company.

Desired Experience & Qualifications:

• 5+ years of operations experience
• 5+ years in a management role hiring, onboarding, managing, and motivating team members
• Prior experience managing a healthcare facility (multi-site management required)
• Experience getting into the weeds of different processes
• Intermediate computer skills - the ability to advocate for your business’s needs and share ideas across the company through thoughtful spreadsheets and presentations
• A passion for metrics: track record for defining KPIs, setting goals, and beating them

Oula's Commitment as an Equal Opportunity Employer:

We want you to know: You can be a great candidate even if you don't fit everything we've described above. You can also have important skills we haven't thought of. If that's you, don't hesitate to apply and tell us about yourself (especially in your cover letter- this is where you can really state your case for *why you*). We are committed to fostering diversity in our organization and building an equitable and inclusive environment for people of all backgrounds and experiences. We're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQ people, veterans, and people with disabilities.