Director, Community Operations
Tacoma, WA
Community – Leadership /
Full Time /
On-site
The Director, Community Operations (DCO) is responsible for the management and development of the firsthand model across Washington and ensuring a consistent, scalable, person-centric approach to care is being embraced by our community teams in their respective markets. The DCO will ensure firsthand’s Washington's teams are effective in their outreach, trust-building, engagement, benefits navigation, and clinical review of individuals identified by their MCO as needing comprehensive community care. Furthermore, the DCO will support firsthand’s leadership team in the expansion of operations across Washington and in doing so ensure best practices are adopted and implemented across all teams. We are looking for a candidate motivated to further grow an already successful healthcare business, and who has a passion for serving - and preferred personal experience with - those living with serious mental illness.
As DCO, you will:
- Oversee market-level leadership teams
- Ensure the seamless execution of firsthand’s operational and strategic plans, including adapting practices as the business evolves
- Partner with Clinical Operations leadership to lead, motivate, and inspire community teams of peers, social workers, and clinicians deeply dedicated to firsthand’s mission; regular visits to existing teams expected to provide in-person guidance
- Develop state-level partnerships with community partners, providers, and health plan clients
- Manage and track performance to OKRs, effectively coaching market leadership and community-based staff in close collaboration with the state Director, Clinical Operations
- Lead recruitment of community-based staff in collaboration with the People team
- Work with the People team and local leadership to address any personnel issues
- Report directly to the COO and collaborate with VP, Operations, other state DCOs, and clinical operations leadership to share and implement best practices
You will be a good fit if you have:
- Exceptional interpersonal and communication skills, especially in working collaboratively with market leaders, community-based staff, local providers, and strategic partners
- Ability to communicate a “win-win” value proposition to community partners
- Excellent organizational, project management, and problem-solving skills, with a team-focused and continuous improvement orientation
- Strong management and supervisory skills, including organizing and leading initiatives across multiple teams
- Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and its members
- Openness in sharing best practices and challenges with operational leadership team, including additional DCOs
- Proficiency with Google suite, Slack and Client Relationship Management (CRM) programs
The experience you bring to this role includes:
- Prior multi-site operational leadership experience in a healthcare-focused business (preferably leading community-based teams or operations)
- Direct community experience working with individuals living with SMI
- Preferred experience in an early-stage or growth company
$120,000 - $125,000 a year
This is a full-time, exempt, salaried position reporting to firsthand's Vice President, Operations. firsthand cares deeply about ensuring pay equity with every team member who joins. Commensurate on candidate experience, the expected compensation for this role’s base salary is $120,000 - 125,000.
