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Frame · 1 day ago

Director, Care Team Operations

United States

Part-time

Remote

Lead/Staff, Director/Executive

3+ years exp

Frame is the first collaborative care platform for fertility and family building, partnering with healthcare providers to offer holistic care. The Director of Care Team Operations will lead and optimize coaching and care team functions to ensure exceptional patient experience and operational excellence.

Health CarePersonal HealthSaaS

Hiring Manager

Sophie Dornstreich, MSW, NBC-HWC

Responsibilities

Oversee day-to-day operations of coaching and care teams, ensuring seamless scheduling, patient follow-up, and engagement through the entire care lifecycle

Develop, document, and optimize workflows and standard operating procedures to support efficiency, scalability, and high-quality care

Collaborate with coaches and leadership to identify and implement operational improvements and technology tools that enhance the member experience

Establish, improve, monitor and report on KPIs for team performance, patient engagement, and operational metrics

Collaborate with care team leadership to develop tracking, measurement and tools to support quality standards and assessment processes

Foster a culture of accountability, continuous improvement, and patient-first mindset

Support the hiring, onboarding, training, and development of coaching and care team staff members, leveraging prior experience in digital health, healthcare consulting, or clinical operations

Partner with Finance & Ops, Clinical, and GTM teams to integrate care operations with broader organizational initiatives

Support operational planning for new program launches, partnerships, and scaling initiatives

Serve as a bridge between leadership and the coaching team to translate strategic priorities into operational execution

Utilize Frame’s technology platforms to optimize and monitor operations, track outcomes, and identify opportunities for automation and process improvement

Identify and leverage additional technology to support continuous improvement in efficiency, scalability and automation of processes when possible

Develop systems and framework for care team capacity planning, utilization and workload management

Support data collection and reporting to leadership for operational insights and resource planning

Ensure care team operations that support exceptional patient experience, retention, and satisfaction

Troubleshoot operational challenges that impact member experience and collaborate with leadership to resolve them

Qualification

Operations ManagementWorkflow OptimizationTeam DevelopmentDigital Health ExperienceData AnalysisPatient Experience FocusCommunication SkillsLeadership Skills

Required

3–7+ years of experience in operations, program management, or team management, ideally running or supporting care delivery, coaching, or clinical teams

Experience in digital health, healthcare consulting, or managing patient-facing teams in a fast-paced, high-growth environment is strongly preferred

Proven track record of designing workflows, implementing scalable processes, and leading high-performing teams

Exceptional communication and leadership skills, able to translate strategic priorities into operational execution

Hands-on, strategic thinker, comfortable balancing day-to-day operations with long-term planning

Passionate about improving patient experience in fertility, reproductive health, or broader healthcare

Preferred

Prior experience running clinical, care, or coaching teams in a digital health company, or consulting for healthcare organizations on care delivery operations

Familiarity with technology platforms that support care delivery, patient engagement, and operational tracking

Strong analytical skills to measure team performance, optimize workflows, and drive operational excellence