Director of Market Operations

at  CareCar

Company Overview: CareCar is a healthcare tech-enabled services company on a mission to eliminate transportation as a barrier to quality healthcare. We coordinate non-emergency medical transportation (NEMT) services, providing safe, reliable, and accessible transportation, primarily to Medicare Advantage plan members. Our proprietary platform, CareCar HQ, optimizes logistics, compliance, and quality to ensure seamless service delivery.
Position Overview: The Operations Director will oversee the Marketplace Operations teams, including Member Support, Customer Service, and Network Development & Management. Reporting to the COO, this leader will be responsible for operational excellence and team performance, ensuring CareCar delivers high-quality service while scaling efficiently. The role will involve driving strategic improvements in service delivery, managing large, multi-functional teams, and ensuring compliance with healthcare and transportation regulations. Experience in managing Business Process Outsourcing (BPO) teams or vendors is critical to ensure efficient and scalable member support and service operations.

QUALIFICATIONS:

• Experience: 7+ years of experience in operations management, with a focus on large-scale service delivery. Experience in healthcare, transportation, or related industries is highly preferred.
• BPO Management: Demonstrated experience managing Business Process Outsourcing (BPO) operations or external service vendors, ensuring successful performance, service quality, and alignment with organizational goals.
• Leadership: Proven experience leading large teams across multiple functions, with a demonstrated ability to inspire and drive high performance.
• Strategic Thinking: Ability to develop and implement operational strategies that align with business goals and drive growth.
• Analytical Skills: Strong data-driven mindset, with the ability to use KPIs and performance metrics to identify areas of improvement and optimize operations.
• Problem-Solving: Adept at handling complex operational challenges and driving solutions that enhance efficiency and member satisfaction.
• Compliance Knowledge: Familiarity with healthcare regulations and transportation industry standards is highly desirable.
• Technology Proficiency: Comfortable working with technology platforms and data analytics tools to monitor and improve operational performance.
  Why CareCar? CareCar offers the opportunity to be part of a mission-driven company that is transforming the healthcare transportation space. As we prepare for significant growth, you’ll have the chance to play a pivotal role in scaling our operations and ensuring we continue to deliver exceptional service to our members

• Team Leadership & Development:
• Lead and manage the Member Support, Customer Service, and Network Development teams.
• Drive a culture of operational excellence, continuous improvement, and member-first thinking across teams.
• Oversee BPO vendor relationships, ensuring outsourced teams deliver on KPIs and service level agreements.
• Set performance goals, monitor progress, and provide ongoing feedback to ensure teams, both internal and outsourced, meet or exceed expectations.
• Operational Strategy & Execution:
• Develop and execute operational strategies to enhance CareCar’s marketplace operations, ensuring scalability and efficiency as the company expands to serve 600k-1M members.
• Collaborate with the leadership team to align operational strategies with overall business objectives, particularly in preparation for the large expansion slated for 2025.
• Implement processes that ensure timely and seamless trip coordination, with a focus on reducing wait times and member grievances.
• Performance Management:
• Monitor key performance indicators (KPIs) related to network adequacy, member satisfaction, trip success rate, and operational efficiency.
• Manage relationships with BPO providers, ensuring consistent quality and compliance with CareCar’s service standards.
• Drive operational improvements through data-driven decision-making, focusing on optimizing network management, call center operations, and trip coordination.
• Network Development & Management:
• Oversee the growth and management of CareCar’s transportation provider network, including gig workers and traditional NEMT providers.
• Ensure the network meets the quality and regulatory standards required to deliver superior member experiences, especially in underserved or rural regions.
• Customer Service & Member Support:
• Ensure exceptional service delivery to CareCar’s members by overseeing the customer service and support teams, handling escalations, and resolving complex issues.
• Manage and optimize BPO partnerships, ensuring outsourced member support operations deliver high-quality services aligned with CareCar’s standards.
• Implement robust training and development programs for both in-house and outsourced customer-facing teams to improve member satisfaction and reduce grievances.
• Compliance & Quality Assurance:
• Ensure strict adherence to healthcare, state, and federal regulations regarding transportation services.
• Work closely with the compliance team to ensure all processes, certifications, and documentation meet regulatory and internal standards.