Aeroflow Health · 8 hours ago
Director of Customer Operations - Mom and Baby
Asheville, NC
Full-time
Hybrid
Director/Executive
10+ years expAeroflow Health is a leader in the home medical equipment segment of the healthcare industry, known for its innovative patient-centric business model. The Director of Customer Operations will be responsible for shaping the vision and performance of the Mom & Baby customer service organization, overseeing a large team to drive service delivery excellence and operational efficiency.
Health CareMedical Device
Responsibilities
Develop and execute a customer operations strategy focused on scalability, operational efficiency, and patient satisfaction
Translate organizational priorities into actionable objectives, ensuring alignment across all customer service functions
Lead operational planning, forecasting, and continuous improvement initiatives that enhance quality, responsiveness, and cost-effectiveness
Establish and manage key performance indicators (KPIs) to measure efficiency, service quality, and patient outcomes
Drive continuous improvement initiatives, leveraging data to identify bottlenecks, inefficiencies, and opportunities for automation
Build standardized workflows, documentation, and process frameworks to promote consistency and accountability across teams
Lead, coach, and develop three managers and their extended teams, fostering a culture of empowerment, collaboration, and performance
Cultivate strong relationships across all levels of the organization, creating an environment where individuals feel connected to the mission, supported in their growth, and motivated to deliver exceptional results
Drive engagement and accountability through clear communication, ongoing feedback, and recognition, ensuring leaders and their teams are aligned, invested, and performing at their best
Partner with HR and Operations to ensure staffing, training, and career development plans meet business needs and team goals
Promote cross-functional communication to ensure transparency and shared ownership of customer success outcomes
Oversee strategic initiatives and special projects related to service optimization, serving as business owner for service technologies (Five9 properties, CRM) partnering w/ IT & product team to ensure platform supports scalability, automation and seamless patient experience
Collaborate with IT, Billing, HR, and other department stakeholders to ensure operational readiness for new initiatives or business changes
Ensure project milestones are met on time, within scope, and with measurable impact on service outcomes
Partner closely with Billing, Marketing, and Product teams to ensure seamless coordination across the Mom & Baby division
Establish and maintain a voice-of-customer (VOC) framework, leveraging feedback and data to inform continuous service improvement and business decisions
Represent the customer operations organization in strategic planning discussions and enterprise-level improvement projects
Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies
Compliance is a condition of employment and is considered an element of job performance
Maintain HIPAA/patient confidentiality
Regular and reliable attendance as assigned by your schedule
Other job duties assigned
Qualification
Required
Bachelor's degree in Business Administration, Healthcare Management, or a related field
10+ years of progressive experience in operations, customer service, or healthcare services, with at least 5 years in a leadership role managing managers or multi-tiered teams
Proven success in developing and executing strategic operational plans within a growth-oriented organization
Demonstrated expertise in project management, process improvement, and change leadership
Strong analytical skills with the ability to use metrics to guide decision-making and operational improvements
Excellent communication and presentation skills, with the ability to translate complex strategies into clear action plans
Experience working in or alongside healthcare, durable medical equipment (DME), or patient services organizations
Solid understanding of core HR and people leadership practices, including coaching, feedback, and navigating difficult conversations with professionalism and empathy
Strong change management mindset, capable of guiding teams through evolving priorities and process improvements while maintaining engagement and trust
Preferred
Experience with data visualization tools (e.g., Power BI, Tableau, Looker) and the ability to translate data into actionable insights—telling the story behind the numbers, not just reporting them
Benefits
Competitive Pay
Health Plans with FSA or HSA options
Dental, and Vision Insurance
Optional Life Insurance
401K with Company Match
12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s)
Additional Parental benefits to include fertility stipends, free diapers, breast pump
Paid Holidays
PTO Accrual from day one
Employee Assistance Programs
Company
Aeroflow Health
Aeroflow Health is recognized as a premier provider of durable medical equipment (DME). It is a sub-organization of Aeroflow Breastpumps.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
J
Josh Hill
EVP
Recent News
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