Director of Operations

Director of OperationsLocation: Strong preference for candidates willing to relocate to HQ in Bonita Springs, FL;remote considered for the right candidateType: Full TimeAbout OptivateOptivate is a leading healthcare technology company purpose-built exclusively for ophthalmology and eye care practices. The company provides a fully integrated platform that includes Electronic Health Records (EHR), Practice Management (PM), Revenue Cycle Management (RCM), imaging, and patient engagement solutions designed specifically for the complex workflows of ophthalmology practices.Position OverviewThe Director of Operations will oversee the day-to-day execution and continuous improvementof Optivate’s Professional Services division and operational support functions. Reporting to theChief Operating Officer, this role will play a critical role in scaling processes, developing teams,improving customer onboarding and support experiences, and driving operational excellence.The ideal candidate is highly collaborative, process-oriented, data-driven, and experienced inmanaging cross-functional operational teams within a fast-paced healthcare SaaS environment.Key Responsibilities Lead and develop a high-performing Professional Services organization (including implementation, technical services, client services, and billing teams), building scalable structures and fostering a culture of accountability and continuous improvement Partner cross-functionally with Revenue and Customer Success to ensure smooth customerhandoffs, support post-sale experience, and drive retention Serve as a senior point of contact for vendors and strategic partners on issues beyond routine support, and as the primary escalation point for complex customer issues and bug reports, partnering with Product and Development to prioritize fixes and drive resolution Identify operational gaps and develop process documentation, SOPs, and training materials to drive consistency Lead onboarding and implementation process improvements to reduce ramp time and improve delivery quality Oversee the strategy and ongoing management of the Learning Management System(LMS), partnering with SMEs to build and maintain customer training resources that accelerate time-to-value and stay current with product releases Drive accountability for CRM, ticketing systems, and operational data hygiene to support accurate reporting and visibility Lead UAT and beta testing initiatives, and serve as an internal product advocate to ensureoperational readiness for all product releases and enhancements Own operational reporting and KPI management, including dashboards and executivepresentations for leadership Use operational data to identify trends, surface risks, and support strategic decision-makingQualifications 5-7+ years of experience in operations, professional services, or implementation within an EHR/EMR or Practice Management (PM) company Experience leading and developing cross-functional operational teams in healthcare SaaSenvironments Ability to quickly learn complex software platforms and translate technical concepts for non-technical stakeholders Strong project management, process improvement, and organizational leadership skills Highly data-driven, with a strong instinct for using metrics and operational data to guide decisions and measure outcomes Experience with CRM systems, ticketing platforms, reporting tools, and LMS administration Excellent communication, problem-solving, and stakeholder management abilities Ability to thrive in a fast-paced, high-growth environment with evolving priorities Bachelor’s degree or equivalent professional experienceWhy Join Optivate? Opportunity to help scale a rapidly growing ophthalmology-focused healthcare technology platform High-impact role with direct exposure to executive leadership and strategic growth initiatives Comprehensive benefits including medical, dental, vision, and 401(k) Backing from a growth-oriented private equity partner committed to long-term investment and innovation Collaborative, entrepreneurial culture focused on the success of the customer and operational excellence Competitive compensation package with bonus opportunity and long-term growth potential