Executive Director of Operations - Acorn Credentialing Solutions

Position Summary:

The Executive Director of Operations at Acorn Credentialing Solutions is a key executive leader responsible for overseeing the company's day-to-day operations. This role requires a strategic thinker with strong leadership skills, operational expertise, and a deep understanding of the credentialing software industry. The Executive Director of Operations will work closely with the CEO and other executives to drive operational excellence, enhance customer satisfaction, and support the company’s growth objectives.

Key Responsibilities:

  • Operational Leadership:
    • Lead and manage all aspects of the company’s operations, including process development, resource management, and execution of customer service.
    • Oversee the customer service processes, ensuring efficiency, accuracy, and compliance with industry standards.
    • Develop and implement operational strategies that align with the company’s goals and objectives.
    • Work with IT and Develop to enhance user experience and customer services.
  • Team Management:
    • Build, mentor, and lead a high-performing operations team.
    • Foster a culture of continuous improvement, accountability, and customer focus within the operations department.
    • Ensure that all team members are aligned with the company’s mission and values.
  • Process Improvement:
    • Identify and implement process improvements to enhance operational efficiency and reduce costs.
    • Utilize data and analytics to drive decision-making and optimize workflows.
    • Collaborate with the IT department to leverage process automation and improvement technology.
  • Customer Satisfaction:
    • Ensure that all operational activities contribute to a positive customer experience.
    • Work closely with the customer service team to address and resolve any operational issues affecting clients.
    • Develop and monitor key performance indicators (KPIs) related to customer satisfaction and operational performance.
  • Compliance and Risk Management:
    • Ensure that all operations comply with relevant regulations, standards, and best practices within the credentialing industry.
    • Manage risk by implementing robust operational and technical controls, ensuring the company’s processes are secure and reliable.
    • Coordinate and manage technical and cyber security compliance for SOC 2, HIPAA, and other certifications with IT team
  • Strategic Planning:
    • Participate in the company’s strategic planning process, contributing insights and recommendations based on operational expertise.
    • Develop and manage the operations budget, ensuring that resources are allocated effectively to meet the company’s objectives.
    • Work with the executive team to identify and pursue new business opportunities that align with the company’s capabilities.

Qualifications:

·  Education:

  • Bachelor’s degree in Business Administration, Operations Management, or a related field. MBA or advanced degree preferred.

·  Experience:

  • 10+ years of experience in operations management, with at least 5 years in a senior leadership role in credentialing software development.
  • Experience in the credentialing industry or a related field is strongly preferred.
  • Proven track record of driving operational improvements and achieving business objectives.
  • Highly process-driven person with miles of endurance for change.  

·  Skills:

  • Strong leadership and team management skills.
  • Excellent problem-solving and analytical abilities.
  • Exceptional technical communication and interpersonal skills.
  • Proficiency in operations management software and tools.
  • Ability to manage multiple projects and priorities in a fast-paced environment.

Technical Experience:

  • Microsoft Suite (i.e., Teams, Dynamics, Microsoft Project, Power BI)
  • Zentoa Programming Project Management
  • Experience with scalable web and mobile applications using/applying NET, .NET core, web services, and RESTful API. SOA or Microservices architectures, SOLID principals, Cloud Based Solutions, ASP.NETMVC, Windows Server, IIS, AWS technologies, AtRest APIs, HL7, HTML, CSS, JavaScript, jQuery, Ajax, SQL, and Microsoft SQL Server, Microsoft Visual Studio.

Work Environment:

  • The role is remote, with some travel required for business meetings and conferences.