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.

This is a hands-on operational leadership role involving FCC team management, field training, device installation and deployment support, customer engagement, troubleshooting, and operational quality. The Operations Lead will serve as the regional point of contact for both assigned SNFs and FCCs, while working closely with internal Sales, Clinical Operations, Product, Engineering, and Leadership teams.

The role requires extensive travel across assigned regions and the ability to independently manage multiple facilities while leading and developing the FCC team.

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.

• Serve as the primary field escalation point for assigned SNFs and support FCCs with complex operational or customer issues.

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.