Director, Operations Optimization

About the role
The Director, Operations Optimization at MyEyeDr. will be responsible for developing and implementing scalable processes to optimize internal support functions related to field operations. This role involves analyzing current support systems, designing improvements, and ensuring that processes can grow with the organization’s needs. They will work cross functionally with departments while managing projects and timelines, build content for operations meetings, and have the right balance of strategic thinking and hands-on execution. This role will require a dynamic leader with a strong background in process improvement and root cause analysis to drive transformative change. They will report directly to the Sr. Director, Internal Operations.

This is a hybrid remote role, offering a flexible work arrangement out of either our Raleigh, NC or Vienna, VA offices.

You Will

• Design and implement scalable processes to enhance operational efficiency with tailored solutions that focus on actions within each office's control while collaborating with support teams to address external challenges.
• Implement and monitor the adoption of solutions, providing ongoing support, training, and adjustments based on performance data to accommodate increasing volumes and complexity.
• Lead and develop a high-performing team of operations professionals, fostering a culture of collaboration, innovation, and continuous improvement.
• Conduct thorough root cause analysis to identify underlying issues affecting operational performance, utilize data-driven methodologies and collaborate with stakeholders in the field to implement action plans so that sustainable improvements are achieved.
• Lead the development and implementation of standardized playbooks to address operational challenges like appointment cancellations and attach rate issues, based on best practices from top-performing offices.
• Work closely with internal stakeholders to continuously collect and integrate feedback to ensure the playbooks remain relevant and effective across different offices and regions.
• Lead and manage programs focused on optimizing internal support functions from conception to execution.
• Create and monitor detailed project plans, including scope, objectives, milestones, and resource requirements ensuring alignment with objectives, timelines, and budget.
• Build detailed templates for Quarterly Business Reviews and other recurring operations meetings along with oversight of preparation for these meetings.
• Stay informed about industry trends, emerging technologies, and best practices in process optimization.
• Perform additional duties as assigned to support and evolving and dynamic organization.

About You

• 10+ years of experience in program management, operations, or process improvement roles, preferably within a retail environment.
• Bachelors degree in Operations Management, Business Administration, or a related field or relevant experience required.
• PMP (Project Management Professional) certification or equivalent is a plus.
• Excellent analytical and problem-solving skills, with the ability to design scalable solutions.
• Proven experience in program management and process optimization, with a focus on internal support functions.
• Strong understanding of support processes and best practices within a retail or healthcare environment.
• Strong communication and interpersonal skills, with experience collaborating across teams.
• Ability to manage multiple projects simultaneously and adapt to changing priorities.
• Travel up to 20% of the time may be required.

Grow with Us

• Career Development and Training Opportunities
• Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
• Participate in our Vision coverage and associate discounts on our products
• Participate in our 401(k) with competitive company match
• Accrue PTO and paid holidays from day one

Introduction | MyEyeDr.

How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve? MyEyeDr. is a high-growth, premier healthcare company: a total vision care concept with a unique