Operations Lead

Role:

The role will have dual responsibility:

• Directly manage and support a portfolio of assigned SNFs, ensuring smooth day-to-day operations, customer engagement, installation support, issue resolution, and operational performance.
• Lead, coach, and support FCCs across the assigned region, ensuring effective deployment of field resources, adherence to SOPs, quality of execution, and consistent customer support.

Key Responsibilities:

1. Field Team Leadership

• Manage, coach, and support FCCs across assigned regions.
• Lead onboarding, training, and competency development of new FCC hires.
• Conduct regular field visits, audits, and performance reviews.
• Monitor FCC productivity, adherence to SOPs, and quality of execution.
• Identify performance gaps and provide timely coaching and corrective actions.
• Act as the escalation point for complex operational and customer issues.
• Lead FCCs across the assigned region while maintaining direct operational ownership of a defined portfolio of SNFs.
• Manage the day-to-day operational requirements of assigned SNFs and ensure timely resolution of facility-level issues.
• Balance direct facility management responsibilities with regional FCC leadership, ensuring effective utilization of field resources.

2. Installation, Training & Field Support

• Support RPM device installation, configuration, setup, and validation at customer facilities.
• Ensure installations are completed according to defined SOPs and quality standards.
• Train nurses, caregivers, and facility teams on device usage, workflows, and best practices.
• Troubleshoot hardware, software, connectivity, and workflow-related issues in the field.
• Ensure deployed devices are properly maintained, operational, and updated.
• Support post-installation stabilization and issue resolution.

3. Operational Planning & Coordination

• Plan and coordinate installation schedules, field visits, travel, and logistics.
• Allocate FCC resources effectively across multiple facilities and regions.
• Coordinate device inventory, shipping, deployment, and recovery activities.
• Track installation progress, pending actions, and operational dependencies.
• Ensure timely completion of field activities and customer commitments.
• Identify opportunities to improve field productivity, efficiency, and scalability.

4. Compliance, Quality & Process Improvement

• Ensure compliance with HIPAA, safety, infection-control, and company policies.
• Ensure accurate and timely documentation of installations, training, audits, and service activities.
• Conduct regular quality audits and identify process gaps.
• Ensure FCCs consistently follow approved SOPs and workflows.
• Provide structured feedback to Product, Engineering, Clinical Operations, and Leadership teams.
• Recommend and implement improvements to field processes and operating models.

5. Customer Engagement

• Work directly with SNF administrators, nursing leadership, clinical teams, and facility maintenance teams.
• Build strong working relationships with customer stakeholders.
• Support customer onboarding, implementation, and ongoing operational requirements.
• Address field-level customer concerns and ensure timely resolution.
• Represent the organization professionally during facility visits and customer interactions.

6. Reporting & Performance Management

• Track and report regional field operations metrics, including installations, device readiness, FCC productivity, issue resolution, and facility support.
• Maintain visibility into operational risks, escalations, and pending actions.
• Prepare regular operational updates for leadership.
• Use field data and customer feedback to identify trends and drive continuous improvement.

Required Qualifications & Experience

• CNA, Paramedic, or Medical Assistant (MA) certification – at least one required.
• 3–5+ years of experience in clinical operations, medical devices, healthcare technology, or a related healthcare environment.
• Experience working in Skilled Nursing Facilities (SNFs), long-term care, home health, or post-acute care strongly preferred.
• Experience leading, mentoring, or coordinating field/clinical teams preferred.
• Hands-on experience with healthcare technology, medical devices, RPM, or connected-care solutions is an advantage.
• Valid driver's license with a willingness and ability to travel extensively nationwide.

Key Competencies

• Strong people leadership and team-management skills.
• Excellent communication and customer-facing skills.
• Strong organizational and planning abilities.
• Hands-on problem-solving and troubleshooting skills.
• Ability to manage multiple facilities, priorities, and escalations simultaneously.
• Strong ownership and accountability.
• Ability to work independently in a fast-paced, geographically distributed environment.
• Comfortable working extensively in the field and adapting to changing operational requirements.