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Role Description

OpenLoop is looking for a Director of Operations, New Programs to join our team remotely or at our HQ in Des Moines, IA. In this role, you will lead the launch and scale of world-class patient experiences across our new and emerging product verticals, including Longevity, TRT, HRT, ED, Sleep, and future categories. This position blends patient experience and engagement with patient insights, analytics, and quality, overseeing the full lifecycle of new vertical launches.

• Lead the operational design, launch, and scale of new verticals (Longevity, TRT, HRT, ED, Sleep, and future programs).
• Build scalable, repeatable frameworks for launching new D2C care models.
• Own end-to-end patient journey mapping, identifying friction points and driving solutions pre- and post-launch.
• Partner cross-functionally with Product, Clinical Operations, Engineering, Marketing, Customer Success, and partner brands.
• Design and oversee omni-channel patient engagement and support strategies.
• Build and optimize patient communication flows including onboarding, education, visit guidance, reminders, and retention initiatives.
• Drive personalized engagement strategies that improve conversion, adherence, satisfaction, and long-term retention.
• Establish analytics and reporting frameworks to measure patient experience, engagement, retention, quality, and operational performance.
• Analyze structured and unstructured data to identify experience gaps and improvement opportunities.
• Translate patient and operational insights into actionable recommendations for product, clinical, and operational teams.
• Define and manage KPIs, SLAs, QA processes, and coaching programs.
• Serve as the operational leader for new programs, reporting performance and risks to executives.

Qualifications

• 7+ years of experience in digital health, healthcare operations, analytics, patient experience, or related fields.
• 3+ years of leadership experience managing teams across operations, analytics, quality, or patient engagement.
• Proven success building and scaling virtual care operations or D2C health programs.
• Strong ability to synthesize complex data into clear insights and operational decisions.
• Deep understanding of telehealth workflows, patient support models, communication automation, and CRM systems.
• Comfortable operating in a fast-paced, cross-functional environment with competing priorities.
• Experience launching or scaling clinical programs in TRT, HRT, longevity, ED, Sleep, metabolic health, or similar preferred.
• Experience with patient engagement and support platforms such as Amazon Connect, Zoho, Tellescope, Intercom, Healthie, or similar tools preferred.
• MBA or equivalent experience in operations, analytics, or healthcare leadership preferred.

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more

Company Description

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.