Associate Director of Strategic Operations

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierges approach and a premium-quality radiology network of over 4,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.

We're hiring an Associate Director of Strategic Operations to lead quality, performance, and continuous improvement across our Member Services organization. This is not a back-office role?it's a highly visible position with the mandate to turn feedback into transformation. You'll own the systems and strategy that make our Care Navigator team more effective, our member experience more seamless, and our operations more scalable.

You'll also help build and grow our Quality & Analytics function from the ground up?leading QA Initiatives, shaping best practices, and embedding a culture of operational excellence.

Requirements Responsibilities

Own Quality & Continuous Improvement

Design and scale QA programs that go beyond audits?driving real behavior change through scorecards, calibrations, and coaching
Lead retrospectives and continuous improvement initiatives that directly impact member experience and Care Navigator performance
Collaborate with Training and Team Leads to close knowledge gaps, improve onboarding, and deliver high-impact up-skilling programs
Set a quality bar grounded in best practices from healthcare, tech, and high-performing service orgs

Lead with Insight

Translate data into strategy?use dashboards, audits, and funnel metrics to inform decisions on training, staffing, and operations
Monitor core experience metrics (MSAT, resolution time, conversion) and drive initiatives that improve both efficiency and outcomes
Conduct root cause analyses and deep dives to uncover bottlenecks, elevate performance, and drive cross-functional improvements

Build and Scale the Function

Partner with Product, Ops, and Finance teams to ensure reporting and performance strategy align with business priorities
Champion compliance and governance?ensure all QA, training, and feedback systems meet HIPAA and internal data standards

Qualifications - 5+ years in service operations, QA leadership, or performance strategy?preferably in healthcare, tech, or digital services

A proven track record building programs that enhance performance, not just measure it
Strong analytical toolkit with fluency in SQL and business intelligence platforms (e.g., Looker, Tableau)
Experience managing quality programs and leading operational coaching or enablement teams
Operational mindset with excellent prioritization and cross-functional collaboration skills
Clear and compelling communicator across all levels?comfortable interfacing with execs, ops, and frontline teams alike
Deep respect for data privacy and compliance (HIPAA familiarity required)

Bonus Points For

Understanding of U.S. healthcare workflows (e.g., prior auths, claims, coordination)
Experience supporting distributed support teams
Background in clinical operations, service design, or member experience roles

Benefits - Competitive salary and bonus structure