Senior Director of Operations

Why Work for Us?

Workplace well-being is more important than ever. We are the winner of the 2018, 2019, 2020, 2021, 2022, 2023 and 2024 Best and Brightest Companies to Work for In The Nation. We have also won the 2020 Best Places to Work Award, Minneapolis/St. Paul Business Journal.

Our employees benefit from a competitive benefits package that includes paid time off (PTO), parental leave, paid holidays, insurance (medical, dental, vision, life, STD, LTD), flexible schedules, a 401k program with company match, and profit sharing. Insurance benefits effective on the 1st of the month following hire.

At R3 Continuum, we believe our differences don’t divide us but teach us. R3 Continuum eagerly embraces diversity and is a committed Equal Opportunity Employer to all qualified applicants, ensuring individuals will not be discriminated against based on any protected classifications.

Join a company dedicated to helping people and organizations be more resilient and thrive.

Position Summary

The Sr. Director of Operations provides senior operational leadership and oversight, enabling our workplace behavioral health services to scale effectively while delivering exceptional experiences for customers and care recipients. As a key member of the Executive Leadership Committee, the Sr. Director of Operations will drive operational excellence, efficiency, and continuous improvement across the organization. This role is accountable for the performance and growth of three vertically integrated Centers of Excellence. This individual partners closely with clinical leadership, strategy, HR, finance, technology, data, and business development teams to ensure seamless integration across service lines and enable sustainable growth. The Sr. Director will work in a dyad relationship with a variety of Clinical leaders, who oversee clinical governance, provider and service quality, credentialing, compliance, clinical workforce development.

Operational Strategy & Execution

• Develop and implement operational strategies that drive scalability, efficiency, and service excellence 
• Present data-driven strategic recommendations that support company priorities, challenge assumptions constructively, and accelerate decision making across functional teams. 
• Lead cross-functional initiatives to optimize workflows, improve responsiveness, and enhance customer and recipient experience.
• Analyze and directly support customer-driven initiatives, providing strategic and operational guidance to ensure alignment with customer requirements, service expectations, and organizational objectives.
• Develop and monitor key performance indicators (both client-driven and internal) and leverage data-driven insights for continuous improvement.
• Develop and direct the Operations Strategy House in line with R3’s Strategy House and enterprise initiatives, present progress toward execution to Executive Leadership

Service Delivery Optimization

• Support systems and processes that enhance provider network operations, translating customer requirements into actionable operational workflows that ensure alignment and measurable success across all service lines.
• Ensure operational excellence across Centers of Excellence and the services they deliver. 
• Identify and implement best practices to strengthen compliance, quality, and operational agility.
• Drive adoption of technology platforms that enhance care navigation, provider engagement, and operational efficiency. 
• Collaborate with the business development team to identify opportunities through analysis of service-line trends, internal team insights and client feedback.
• Plan and oversee scalable onboarding and implementation of new customers.

Stakeholder Collaboration

• Partner with senior leadership to align operational priorities with enterprise strategy.
• Collaborate with clinical, strategy, HR, finance, data, and technology teams to ensure seamless integration of operational functions.
• Represent Operations in strategic discussions and external partnerships.

Risk & Compliance Management

• Ensure operational processes adhere to applicable laws, regulatory and industry compliance standards.
• Proactively identify risks and implement mitigation strategies to protect organizational integrity.
• Maintain audit readiness and documentation across operational departments.

Team & Employee Management

• Build and sustain high-performing teams through effective recruitment, onboarding, coaching, and performance management.
• Foster a culture of collaboration, growth mindset, accountability, proactivity and innovation across all operational departments.
• Set clear goals and expectations for department leaders, ensuring alignment with organizational priorities and strategic objectives.
• Identify skill gaps and implement training and development programs to enhance team capability, confidence, and productivity.
• Drive achievement of quarterly and annual departmental goals through proactive leadership and continuous improvement.

Secondary Functions 

• Travel as required
• Participate in department and company meetings, as requested
• Perform other duties as assigned

Key Performance Indicator Examples:

Operational SLA Compliance (both client-driven and internal): Rate of adherence to service-level agreements across all Centers of Excellence (e.g., response times, case handling).

Cost Optimization and Improvement Metrics 

Capacity Planning and Utilization Efficiency

Process Improvement Impact

Automation and Innovation Opportunities

Innovation Implementation: Drive and track the development of innovation practices.

Service Line Trend Monitoring and Management

Employee Engagement & Retention

Budget Accuracy 

Required Skills/Abilities:

• Deep expertise in operational leadership within healthcare, EAP, and/or workplace behavioral health environments, with an understanding of service delivery models and call center operations.
• Proven ability to build and lead high-performing teams, fostering accountability, collaboration, and innovation.
• Exceptional communication skills, both written and verbal, with the ability to influence and engage diverse stakeholders.
• Strong interpersonal and relationship management skills, ensuring effective partnerships internally and externally.
• Advanced analytical and problem-solving capabilities, leveraging data to drive decisions and optimize performance.
• Outstanding organizational and time management skills, with a track record of meeting deadlines in complex, fast-paced environments.
• Financial and operational acumen, including experience managing budgets and improving cost efficiency.
• Ability to thrive under pressure, adapt to changing priorities, and maintain focus on strategic objectives.

Education & Licensing

• Bachelor’s degree required; Master’s degree in Business, Healthcare Administration, or related field preferred

Experience

• 10 years of progressive leadership experience in operations within healthcare or related industries required; Experience in workplace behavioral health preferred

Physical Work Requirements

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

The starting pay range for this position is $131,530 - 155,200 per year. The position’s pay range represents the national average pay for similar roles. R3 considers factors such as (but not limited to) experience, internal pay equity and other business considerations when extending an offer.

All applicants must reside in the United States. Employment contingent on a successful background check, work history verification, reference checks, and signing a non-disclosure agreement.

R3 Continuum is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. For individuals with disabilities who would like to request an accommodation, please contact our Human Resources department at hr@r3c.com.