VP Operations

Position Summary The Vice President of Operations provides executive leadership and direction across COPILOT's operational delivery functions, including Patient Services Operations, Quality, and Training. This role ensures that all operational activities are executed with excellence, compliance, and efficiency in support of COPILOT's strategic and financial objectives. The VP of Operations is accountable for building scalable infrastructure, leading continuous improvement, and driving cross-functional collaboration to support COPILOT's growth. This leader is expected to operate with an enterprise mindset-linking day-to-day execution to long-term strategic goals-and to foster a culture of accountability, transparency, and development across the organization. Core Functional Responsibilities1. Operational Leadership and Execution Lead day-to-day operational delivery across all patient services programs, ensuring adherence to SLAs, quality standards, and compliance requirements. Establish and maintain standardized processes, workflows, and documentation that enable scalability and control. Develop and execute an operational roadmap that aligns to COPILOT's strategic priorities and forecasts future capacity needs. Maintain financial oversight of the Operations P&L, ensuring staffing levels, budgets, and expenses align with business goals and profitability targets. Partner with the COO and CFO on forecasting, resource planning, and cost optimization strategies. Drive operational readiness for new program launches, expansions, and transitions, ensuring scalable systems and efficient implementation. 2. Quality and Training Oversight Provide leadership for the Quality Assurance and Training functions, ensuring both are integrated into the overall operational strategy. Oversee quality monitoring tools, audit processes, and corrective action plans to ensure compliance and continuous improvement. Ensure all training materials, programs, and delivery methods prepare employees to perform effectively and consistently within program requirements. Create a culture of learning where feedback, data, and outcomes drive improvement and performance. 3. Performance Management and Reporting Define and monitor key performance indicators (KPIs) that measure productivity, quality, capacity, and client satisfaction. Develop and oversee implementation of a comprehensive KPI dashboard to track operational performance in real time. Use data analytics to identify trends, anticipate risks, and inform decision-making. Partner with the COO to establish short- and long-term improvement initiatives grounded in measurable results. 4. Cross-Functional Collaboration Build strong partnerships with Strategic Account Management, Quality Assurance, Implementations, Technology, Product Development, Solutions Development, HR, and Finance to ensure operational alignment with enterprise strategy. Serve as the primary liaison with COPILOT's offshore partner, AKS, ensuring seamless communication, consistent quality, and performance across global operations. Collaborate with Technology and Product Development to ensure systems support workflow needs and automation opportunities. Partner with Account Management to support client meetings, QBRs, and strategic planning with data-driven operational insights. Lead or contribute to cross-functional initiatives that improve process efficiency, data flow, and collaboration across departments. 5. Leadership and Culture Build, lead, and develop a high-performing team of operational leaders capable of managing daily delivery and contributing to strategic initiatives. Delegate effectively, empowering directors and managers to lead while maintaining accountability for results. Communicate priorities and direction with executive presence-clearly, proactively, and at the right level for each audience. Promote an environment of open communication, mutual respect, and shared accountability. Coach and mentor emerging leaders to strengthen leadership capability and ensure succession readiness. 6. Change Management and Continuous Improvement Lead process improvement initiatives that drive efficiency, scalability, and quality enhancement. Anticipate operational needs 6-12 months ahead and implement proactive strategies to support organizational growth. Champion innovation and automation efforts in collaboration with cross-functional partners. Identify and remove barriers that impede operational effectiveness or employee engagement. Key Competencies Strategic Operational Planning: Translates company strategy into executable operational goals and infrastructure. Execution & Accountability: Drives measurable outcomes and holds teams accountable for results. Financial Acumen: Manages operational budgets, P&L accountability, and resource efficiency. Analytical Thinking: Uses data and forecasting to inform planning and decision-making. Change Leadership: Leads transformation efforts and builds alignment through periods of change. Talent Development: Builds leadership capability, fosters delegation, and develops high-performing teams. Cross-Functional Influence: Builds trusted relationships with peers and stakeholders to achieve shared outcomes. Communication & Executive Presence: Communicates with clarity and confidence to align teams and influence decisions. Quality & Continuous Improvement: Maintains a disciplined focus on compliance, quality, and process excellence. Education and Experience Bachelor's degree required; Master's degree preferred. Minimum of 10 years of progressive leadership in healthcare operations, preferably within patient access, reimbursement, or pharmaceutical hub services. Proven experience managing multi-site or hybrid teams and leading through managers. Demonstrated success overseeing quality and training functions in a regulated environment. Experience managing or partnering with offshore operations (AKS or equivalent) preferred. Work Environment This is a hybrid position requiring a consistent on-site presence in COPILOT's Maitland, FL office to ensure leadership visibility, collaboration, and engagement with on-site and remote teams. Performance Indicators Demonstrated strategic leadership and proactive planning aligned with COPILOT's growth strategy. Established, standardized processes and SOPs supporting scalability. Operational KPI dashboard actively used to drive performance management. Documented delegation and empowerment of operational leaders. Evidence of cross-functional collaboration resulting in improved efficiency or quality outcomes. Positive employee engagement and leadership effectiveness feedback. Effective management of Operations P&L and resource planning.

Created: 2026-03-04