Head of Directory Operations

 

Job description:

Wellist is seeking a strategic and hands-on Head of Directory Operations to lead the core operations of our Community Resource Directory—the engine behind our ability to deliver personalized, high-impact support to patients, families, and employees. This role is ideal for someone who thrives in a fast-paced, mission-driven environment and enjoys solving complex challenges with a high-performing, scrappy team.

You will be responsible for the full lifecycle of our directory—from vendor onboarding to ongoing verification—ensuring accuracy, usability, and operational excellence. You’ll lead internal call center agents and external contractors, drive process improvements, and collaborate cross-functionally to support client launches and product enhancements.

Who You Are:

• Self-Starter Mentality: You take initiative and drive outcomes without waiting for direction.
• Detail-Orientation: You maintain high standards across data, documentation, and workflows.
• Clear Communicator: You can coach, delegate, and collaborate effectively.
• Team Leadership: Proven experience managing and developing front-line or offshore teams.
• Problem Solver: You spot inefficiencies and lead structured improvements.
• Operational Rigor: You can juggle priorities and deliver consistent results under pressure.
• Tech-Forward Mindset: While you don’t need to be a technical expert, you’re comfortable managing or collaborating closely with technical contributors. You have familiarity with business intelligence tools, data analysis workflows, scripting or scraping processes—or you’ve overseen teams who do.

Key Responsibilities

Ensure Directory Accuracy & Integrity

• Own the quality and reliability of the Wellist Community Resource Directory.
• Lead the end-to-end quality and operational integrity of the Wellist Community Resource Directory.
• You’ll ensure vendor data is complete, current, and verified, while proactively identifying and addressing data gaps, duplication, and inconsistencies to support seamless platform functionality.
• Oversee the verification and re-verification of vendor listings via phone and email.
• Identify and resolve missing, outdated, or duplicate records.Manage data exports and integrations across internal platforms.
• Manage and optimize data exports and integrations across internal systems, collaborating with Product, Engineering, and other departments to ensure data flows are accurate, timely, and aligned with business needs.
  
  Optimize Tagging & Searchability

• Ensure accurate tagging of vendors across relevant service categories.
• Oversee the accurate tagging of vendors across structured service categories, maintaining taxonomy integrity and enabling scalable, high-quality directory navigation.
• Continuously improve taxonomy to enhance search experience.
• Collaborate with Product and Engineering to refine tagging tools and workflows.
• Ensure accurate and consistent vendor tagging across service categories in alignment with evolving taxonomy standards; collaborate with Product and Engineering to enhance tagging logic and platform usability.
  
  Lead & Develop the Directory Team

• Manage a distributed team of U.S.-based call agents and India-based contractors.
• Establish and manage call quality review systems, monitor team performance, and deliver structured coaching and training to ensure consistency and excellence.
• Deliver training to improve performance, professionalism, and efficiency.
  
  Drive Process Improvement & Operational Excellence

• Serve as the operational lead for all directory workflows and deliverables.
• Track KPIs related to data quality, call efficiency, and directory usability.
• Identify bottlenecks and lead structured process improvements.
• Maintain and improve SOPs to ensure consistency and scalability.
  
  Support Client Projects & Launches

• Lead directory operations for new client implementations.
• Generate data gap reports and drive resolution.
• Align internal resources to meet project timelines and quality expectations.
  
  Partner with Technical Teams & Leverage Data

• Collaborate closely with internal technical teams and contractors to support scripting, scraping, or other data automation efforts that enhance directory efficiency and quality.
• Understand and help prioritize business intelligence