Director of Operations

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. The Job The Director of Operations plays a critical role in driving operational excellence across Embrace’s pod teams and markets, overseeing both health plan and provider operations. Reporting to the Vice President/General Manager of Embrace, this role works closely with SCAN’s executive leadership and collaborates with key functional areas across the enterprise. The Director will lead care delivery operations, ensuring alignment with strategic goals, while optimizing processes and leveraging data and technology to improve care quality, boost efficiency, and drive financial sustainability. This role will shape the future of care delivery for Embrace, ensuring members receive exceptional care while supporting SCAN’s long-term growth and success. You Will Operational Performance and Team Development: Oversee daily operations to ensure pod teams deliver high-quality care, meet performance targets, and drive continuous improvement for care excellence. Member Services and Engagement: Refine member services and call center operations to improve customer service and engagement. Collaborate with clinical and sales teams to deliver seamless service, using technology to enhance member experience and strengthen community relationships. Clinical Operations and Care Integration: Lead clinical operations in collaboration with clinical and sales teams to meet the needs of members and communities. Ensure high clinical standards, resolve care issues, and drive continuous quality improvements. Performance Monitoring and Strategy: Track KPIs and optimize care and operational models for efficiency and outcomes. Collaborate with leadership to implement scalable, strategic models aligned with the company’s long-term vision. Health Plan Management and Compliance: Manage health plan offerings and key documents (ANOC, EOC, MOC) to ensure CMS compliance. Enforce regulations and quality standards while aligning operations with business goals and minimizing risk. Financial Oversight: Oversee financial operations, including billing and revenue processes, ensuring budget adherence, optimizing revenue, and maintaining service quality. Utilization and Claims Operations: Manage utilization and claims processes to ensure efficiency, accuracy, and contractual compliance. Network and Vendor Management: Build and maintain relationships with contracted providers and vendors to enhance services and operational capabilities. Sales Support: Partner with the VP of Sales to improve sales processes through market analysis, CRM management, and performance tracking. Market Expansion: Collaborate with leadership and market leaders to drive geographic expansion, apply standardized practices, and support process improvements. Data-Driven Decision Making and Risk Management: Leverage data and analytics to inform decisions, optimize processes, and mitigate operational risks. Team Culture and Leadership Development: Foster a positive team culture, promote leadership growth, and encourage professional development within market teams. Supervises/Manages Others (i.e. hires, performance reviews, corrective action, etc.) We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. Actively supports the achievement of SCAN’s Vision and Goals. Other duties as assigned. Your Qualifications Bachelor's Degree or equivalent experience preferred. 8+ years of experience in healthcare operations management, preferably in a multi-site, primary care or mobile care setting. Experience with Model of Care and Care Management requirements, including CMS audit experience. Experience with mobile care delivery operations. Managing and leading geographically dispersed teams. Strong operational management and process improvement skills. Experience working in value-based care models is a plus. Excellent communication and organizational skills. Director level interpersonal, management and communication skills. Strong strategic thinking skills to facilitate the development and delivery of new products and services to seniors and the community. Strong attention to detail, data-driven decision maker. Demonstrated leadership and management skills. Strong skills in remote team management. Proficient in MS Office. What’s in it for you? Base salary range: $147,900 to $214,030 annually Work Mode: Hybrid with moderate travel (ideal candidate located in CA or AZ) Annual bonus program Robust Wellness Program Generous paid-time-off (PTO) Eleven paid holidays per year, plus 1 additional floating holiday, plus 1 birthday holiday Excellent 401(k) Retirement Saving Plan with employer match and contribution Robust employee recognition program Tuition reimbursement An opportunity to become part of a team that makes a difference to our members and our community every day! We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now! At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-BB1 #LI-Hybrid Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)