Director of Operations (Client Services) at TouchCare
Stamford, CT Full-timeOperationsPosted 28 days ago
Apply with PipelineAbout the Role
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Director of Operations (Client Services) </strong></span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">TouchCare’s mission is to enhance the healthcare experience, knowledge, and engagement for consumers by simplifying the medical and employee benefits landscape. Our vision is to put power back into consumers’ hands, not insurance companies or providers.</span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We are seeking a highly strategic and execution-oriented Director of Operations to support the Chief Client Officer and serve as a critical bridge between our client-facing teams (Client Success and Member Services) and headquarters.</span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Role Overview</strong></span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">This role is responsible for ensuring operational excellence across the entire client and member lifecycle, from implementation and onboarding through ongoing engagement, advocacy, retention, and growth. The Director of Operations will <strong>oversee, maintain, and standardize</strong> processes, systems, and workflows to elevate service delivery and drive measurable value.</span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partnering closely with the Chief Client Officer and executive leadership, this individual will <strong>identify gaps, reinforce consistency, and optimize existing infrastructure</strong> to support a high-touch, service-driven organization in a regulated healthcare environment.</span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Key Responsibilities</strong></span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Client and Member Operations</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner directly with the Chief Client Officer to operationalize the client and member service strategy</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Serve as the connective tissue between Client Success, Member Services, and internal teams</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ensure a seamless, high-quality end-to-end experience across the full client lifecycle</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Identify gaps in service delivery and implement improvements to enhance consistency and quality</span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Operational Excellence and Process Management</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Oversee and maintain existing processes, procedures, and workflows to ensure consistency and scalability</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Standardize operating procedures across teams to drive alignment and efficiency</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ensure clear ownership models, SLAs, and performance standards are consistently followed</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Identify areas for optimization and continuous improvement across workflows</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Drive consistency and quality across all client and member interactions</span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Cross-Functional Leadership</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner with Product, Sales, Marketing, Finance, and Operations to align on priorities and execution</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Translate client and member insights into enhancements to existing processes and service delivery</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Support go-to-market efforts by reinforcing TouchCare’s value proposition through operational excellence</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ensure alignment between service delivery and company growth objectives</span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Data, Performance, and Reporting</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Track and monitor KPIs across client success and member services</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Maintain and enhance reporting frameworks to measure service quality, engagement, retention, and growth</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Drive accountability across teams through data visibility and performance tracking</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide insights and recommendations to executive leadership</span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Infrastructure, Compliance, and Business Operations</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Oversee and support existing infrastructure across People Operations, IT, and internal systems</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ensure ongoing compliance with SOC 2, HIPAA, and regulatory requirements in partnership with leadership</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner with Finance and Legal on vendor management, contracts, and operational risk</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Maintain audit readiness and operational rigor in a regulated environment</span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Experience and Qualifications</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">8 to 12+ years of experience in operations, business operations, or service delivery leadership</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Proven ability to manage, standardize, and optimize processes in a high-growth, complex environment</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong experience working cross-functionally across client-facing and internal teams</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience in healthcare, benefits, or health technology strongly preferred</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Demonstrated ability to influence without authority and drive alignment</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Data-driven mindset with experience managing KPIs and reporting frameworks</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong communication skills and executive presence</span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Why This Role Matters</strong></span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">This role sits at the center of TouchCare’s growth, ensuring that as we scale, we maintain the high-touch, concierge-level experience that defines our brand. By <strong>reinforcing consistency, optimizing operations, and driving disciplined execution</strong>, this leader will directly impact client satisfaction, member outcomes, and long-term company growth.</span></p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">W<strong>hy Join Us?</strong></span></p>
<ul>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Impactful Growth:</strong> Lead the expansion of specialized services that provide critical support to members during complex life events.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Collaborative Environment:</strong> Work closely with a supportive team across Sales, Client Success, Product, and Marketing.</span></li>
<li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Strategic Leadership:</strong> Shape the go-to-market strategy and future evolution of TouchCare’s specialized portfolio.</span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Location: </strong>This position will be in-person, 5 days a week in the Stamford office. Travel to Shrewsbury, NJ Office</span></p>
<p> </p>