Director of Customer Operations - Mom and Baby at Aeroflow

Job DescriptionJob DescriptionAeroflow Health – Director of Customer Operations Mom and BabyLocation: Remote; with monthly travel to the Asheville, NC corporate officeAeroflow Health is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We have grown to be a leader in the home medical equipment segment of the healthcare industry, are among the fastest-growing healthcare companies in the country and recognized on Inc. 5000’s list of fastest-growing companies in the U.S.As Aeroflow has grown, our needs to curate an amazing employee environment and experience have grown as well. We’re working hard to ensure that Aeroflow remains a premier employer in Western North Carolina, thus bettering the everyday lives of the employees that work so hard to service our patients.The OpportunityThe Director, Customer Operations is a strategic and operational leader responsible for shaping the vision, structure, and performance of Aeroflow Health’s Mom & Baby customer service organization, currently made up of 90 customer success team members. This individual will oversee three managers and their large, multi-tiered teams, driving excellence in service delivery, operational efficiency, and patient satisfaction.This leader will design and implement strategies that ensure patients receive their products and services in the easiest, most efficient manner possible—while also aligning operational goals with Aeroflow’s broader mission. The Director will act as a change agent across the division, leading cross-functional initiatives that improve efficiency, scalability, and patient experience across the full Mom & Baby journey.Serving as a peer to the Director of Billing Operations and reporting to the VP of Operations for Mom & Baby, this person will play a critical role in shaping how Aeroflow’s customer experience evolves alongside its business growth.Your Primary ResponsibilitiesWe are currently seeking a Director, Customer Operations who will be responsible forDevelop and execute a customer operations strategy focused on scalability, operational efficiency, and patient satisfaction.Translate organizational priorities into actionable objectives, ensuring alignment across all customer service functions.Lead operational planning, forecasting, and continuous improvement initiatives that enhance quality, responsiveness, and cost-effectiveness.Establish and manage key performance indicators (KPIs) to measure efficiency, service quality, and patient outcomes.Drive continuous improvement initiatives, leveraging data to identify bottlenecks, inefficiencies, and opportunities for automation.Build standardized workflows, documentation, and process frameworks to promote consistency and accountability across teams. Lead, coach, and develop three managers and their extended teams, fostering a culture of empowerment, collaboration, and performance. Cultivate strong relationships across all levels of the organization, creating an environment where individuals feel connected to the mission, supported in their growth, and motivated to deliver exceptional results. Drive engagement and accountability through clear communication, ongoing feedback, and recognition, ensuring leaders and their teams are aligned, invested, and performing at their best.Partner with HR and Operations to ensure staffing, training, and career development plans meet business needs and team goals.Promote cross-functional communication to ensure transparency and shared ownership of customer success outcomes.Oversee strategic initiatives and special projects related to service optimization, serving as business owner for service technologies (Five9 properties, CRM) partnering w/ IT & product team to ensure platform supports scalability, automation and seamless patient experience.Collaborate with IT, Billing, HR, and other department stakeholders to ensure operational readiness for new initiatives or business changes.Ensure project milestones are met on time, within scope, and with measurable impact on service outcomes.Partner closely with Billing, Marketing, and Product teams to ensure seamless coordination across the Mom & Baby division.Establish and maintain a voice-of-customer (VOC) framework, leveraging feedback and data to inform continuous service improvement and business decisions.Represent the customer operations organization in strategic planning discussions and enterprise-level improvement projects.Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.Compliance is a condition of employment and is considered an element of job performanceMaintain HIPAA/patient confidentialityRegular and reliable attendance as assigned by your scheduleOther job duties assignedSkills for SuccessDemonstrated ability to develop leaders and elevate team performance, fostering internal growth and readiness for higher-level roles.Proven capacity to adapt quickly to complex, fast-paced environments, learning business dynamics and priorities within the first 90 days.Strategic thinker who can discern what drives impact, identify key focus areas, and align operational efforts to organizational goals.Manage departmental budgets and optimize cost-to-serve while maintaining service quality and employee engagement.Naturally curious and pattern-oriented, able to connect dots across teams, uncover root causes, and translate insights into actionable strategies.Confident decision-maker who balances short-term needs with long-term strategy, maintaining accountability to results and enterprise success.Self-driven and entrepreneurial mindset, with the ability to think and operate independently—taking an idea, building structure around it, and driving execution to completion.Required QualificationsBachelor’s degree in Business Administration, Healthcare Management, or a related field.10+ years of progressive experience in operations, customer service, or healthcare services, with at least 5 years in a leadership role managing managers or multi-tiered teams.Proven success in developing and executing strategic operational plans within a growth-oriented organization.Demonstrated expertise in project management, process improvement, and change leadership.Strong analytical skills with the ability to use metrics to guide decision-making and operational improvements.Excellent communication and presentation skills, with the ability to translate complex strategies into clear action plans.Experience working in or alongside healthcare, durable medical equipment (DME), or patient services organizations.Solid understanding of core HR and people leadership practices, including coaching, feedback, and navigating difficult conversations with professionalism and empathy.Strong change management mindset, capable of guiding teams through evolving priorities and process improvements while maintaining engagement and trust.You might also haveExperience with data visualization tools (e.g., Power BI, Tableau, Looker) and the ability to translate data into actionable insights—telling the story behind the numbers, not just reporting them.What we look forLeads with a commitment to excellence through servant leadership, prioritizing the growth and success of others, empowering teams to perform at their best, and cultivating an environment of trust and continuous improvement.What Aeroflow OffersCompetitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!!Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements: Family Forward Certified Great Place to Work Certified Inc. 5000 Best Place to Work award winner HME Excellence Award Sky High Growth AwardIf you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.