- 경험
- 6년 이상
- 샐러리
- —
- 채용 공고
- 1
- 게시됨
- 2주 전
- 작업 모드
- 재택근무
- 적임
- Applicants from all backgrounds are welcome, subject to applicable law. The role is open to candidates who meet the experience and leadership requirements and who can handle sensitive client data responsibly.
- 재개하다
- 신청 시 필수 사항
직무 설명
About Sora Care
Sora Care supports families who are working through Medicaid long-term care programs when a loved one needs help at home and a family member or trusted friend is already providing day-to-day care. The company operates with a collaborative, fast-moving mindset, emphasizing strong operations, empathy, and the use of AI to make the caregiving experience better for both families and caregivers.
About the Role
Sora Care is hiring a Director or Senior Director of Operations to lead the teams, workflows, and systems that onboard caregivers and clients, provide support, and keep ongoing compliance on track. This person will own execution across the operation, manage the onboarding and customer support functions, and help ensure processes align with Medicaid waiver requirements in the states where the company works. The role also involves building or overseeing the tools, automations, and AI-enabled systems needed to help a lean team operate at scale. This is a hands-on leadership position reporting to the COO.
Onboarding and Support Operations
- Build and refine onboarding and support processes so they remain efficient, compassionate, and compliant.
- Create and keep updated SOPs, training resources, and documentation that can stand up to audits.
AI and Technology
- Work with leadership and engineering to find opportunities for AI and automation across onboarding, document review, compliance monitoring, and support.
- Assess and oversee the systems that power operations, including CRM, ticketing, workflow automation, and AI tools.
Data-Driven Continuous Improvement
- Monitor operational performance indicators such as onboarding duration, support response and resolution times, and churn.
- Use data and feedback from caregivers and clients to improve processes over time.
Judgment and Cross-Functional Collaboration
- Handle escalations that require coordination across teams or careful judgment in sensitive situations.
- Bring clarity and structure to an environment that changes quickly, even when all the information is not yet available.
Medicaid Waiver Compliance
- Oversee day-to-day compliance with Medicaid waiver rules and related state-level requirements.
- Convert regulatory updates into revised workflows, documents, and training materials.
Qualifications
- At least 6 years of startup operations experience, including 3 or more years leading people; experience in healthcare or health tech is an advantage.
- Proven background in managing and developing customer-facing teams such as onboarding or support.
- Comfortable working with technology and an AI-first approach.
- Strong analytical ability and experience defining, measuring, and improving operational metrics.
- Excellent written and spoken communication skills.
- Strong ownership, sound judgment, and discretion when dealing with sensitive client PHI.
Compensation and Location
This position offers a competitive salary based on experience, along with equity. It is fully remote and includes healthcare benefits. While the role is remote, there is a slight preference for candidates based in Delaware, Georgia, Indiana, Florida, Kentucky, Massachusetts, Michigan, Missouri, New York, or South Dakota.
Equal Opportunity and Employment Conditions
Sora Care is an equal opportunity employer and considers applicants from all backgrounds, in line with applicable laws. Employment depends on successfully passing a background check, providing satisfactory references, and submitting any required documentation.