Note: The job is a remote job and is open to candidates in USA. Sora Care helps families navigate Medicaid long-term care programs and is looking for a Director of Operations to lead the onboarding and support teams for caregivers and clients. This role involves managing operational execution, ensuring compliance with Medicaid requirements, and leveraging AI technology to improve processes.
Responsibilities
- Design and continuously improve onboarding and support workflows that are compliant, efficient, and empathetic
- Develop and maintain SOPs, training materials, and audit-ready documentation
- Leverage AI in workflows
- Partner with leadership and engineering to identify where AI and automation can streamline onboarding, documentation review, compliance monitoring, and support
- Evaluate and manage the tools (CRM, ticketing, workflow automation, AI) that power operations
- Track operational KPIs (onboarding time, support response/resolution times, churn)
- Lead process improvements using data and caregiver/client feedback
- Manage escalations requiring cross-functional coordination or sensitive judgment calls
- Bring structure to a fast-moving, evolving environment without waiting for perfect information
- Oversee operational compliance with Medicaid waiver requirements and related state policies
- Translate regulatory changes into updated processes, documentation, and training
Skills
- 6+ years of experience in start-up operations, with at least 3+ years in a people-management role
- Demonstrated experience managing and developing customer-facing teams (onboarding, support, or similar)
- Technical, AI-forward mindset
- Strong analytical skills; comfortable defining, tracking, and improving operational metrics
- Excellent written and verbal communication skills
- High degree of ownership, judgment, and discretion when handling sensitive client PHI
- Healthcare or health tech experience is a plus
- Slight preference to candidate who lives in DE, GA, IN, FL, KY, MA, MI, MO, NY or SD
Benefits
- Equity
- Fully remote role
- Healthcare benefits
Company Overview