Director of Software Operations

Director of Software Operations

Location: Remote
Employment type: Full-time
Reports to: CEO / Founder

About the Company

Saba Healthcare is a leading skilled nursing facility operator that has launched a software subsidiary to help post-acute care organizations improve the way they manage admissions and day-to-day workflows.

Our software business combines real-world operating experience with modern technology. We understand the complexity of post-acute care because our organization operates in that environment every day. Our customers rely on us to make complex processes easier to manage, easier to measure, and easier for their teams to adopt.

About the Role

The Director of Operations will oversee the operating performance of the software subsidiary across development, sales, onboarding, implementation, and customer success.

This person will create the structure that allows the company to move quickly and execute consistently. You will connect customer needs to product priorities, product delivery to commercial commitments, and commercial commitments to successful customer outcomes.

This is a highly hands-on leadership role. The ideal candidate has strong business judgment, a deep understanding of skilled nursing and post-acute admissions, and the technical fluency to work effectively with software engineers, product leaders, customer operators, and executives.

You should be comfortable moving between strategy and execution: setting company priorities in the morning, reviewing a product delivery risk at midday, joining a customer implementation call in the afternoon, and improving the operating process afterward.

Responsibilities

Company operations and execution

• Translate company priorities into clear operating plans, owners, milestones, and measurable outcomes.

• Establish weekly and monthly operating rhythms across development, sales, onboarding, implementation, and customer success.

• Build dashboards and reporting that give leadership visibility into delivery, pipeline, implementations, adoption, support, quality, and risk.

• Identify bottlenecks across teams and drive issues through resolution.

• Clarify roles, decision rights, handoffs, escalation paths, and performance expectations.

• Create repeatable processes and documentation without introducing unnecessary bureaucracy.

• Partner with the CEO on hiring plans, organizational structure, budgeting, resource allocation, and company priorities.

Development, product, and technical operations

• Partner with product and development leaders to prioritize the roadmap against customer needs, business priorities, delivery capacity, reliability, and security.

• Improve planning, estimation, release management, quality assurance, documentation, incident response, and post-release learning.

• Ensure customer and sales commitments are aligned with technical feasibility and delivery capacity.

• Understand system architecture, data flows, APIs, integrations, permissions, and operational dependencies well enough to identify risks and make sound decisions.

• Establish clear processes for requirements, testing, launch readiness, change management, and production support.

• Help translate operational and customer requirements into clear, actionable work for product and development teams.

Sales and commercial operations

• Build a reliable process from lead qualification through proposal, close, implementation handoff, expansion, and renewal.

• Improve pipeline visibility, forecasting, CRM discipline, deal-risk tracking, and communication between sales and delivery teams.

• Ensure customer expectations are clear, realistic, and supported by an executable implementation plan.

• Help the sales team communicate the operational and financial value of the platform to post-acute organizations.

• Create consistent feedback loops between prospects, customers, sales, product, and development.

Onboarding, implementation, and customer success

• Oversee the company-wide framework for onboarding, implementation, configuration, integrations, training, launch, adoption, and follow-up.

• Ensure each customer has a clear implementation plan, timeline, owner, success criteria, and escalation path.

• Establish standards for discovery, workflow mapping, configuration, training, launch readiness, and post-launch support.

• Monitor implementation risk and intervene when a customer, internal team, or technical dependency is off track.

• Define and track customer health and adoption indicators, including time to launch, time to value, usage, workflow completion, support volume, and expansion readiness.

• Ensure customer feedback is captured, prioritized, and translated into improvements in the product and operating process.

Systems and process improvement

• Map important workflows across the business and identify unnecessary manual steps, duplication, delays, and sources of error.

• Improve how teams use systems, data, integrations, documentation, and reporting to execute consistently.

• Evaluate tools and process changes based on customer value, business impact, effort, reliability, and measurable return.

• Establish appropriate standards for data quality, access, auditability, privacy, exception handling, and operational controls.

• Build a culture of continuous improvement grounded in evidence, accountability, and measurable results.

People leadership

• Hire, coach, and develop leaders and individual contributors across operations, onboarding, implementation, customer success, and other functions as the company grows.

• Build a high-accountability culture that is direct, respectful, collaborative, and customer-centered.

• Set clear expectations, provide regular feedback, and address performance issues promptly and fairly.

• Develop team members who can take increasing ownership as the organization scales.

What Success Looks Like

• Development, sales, and onboarding operate from shared priorities with clear handoffs.

• Leadership has a reliable view of company performance, delivery risk, pipeline, implementations, adoption, and customer health.

• Product commitments are predictable and connected to customer and business priorities.

• Customers launch on time, receive effective training, and reach meaningful adoption quickly.

• Operational issues are surfaced early, assigned clearly, and resolved with appropriate urgency.

• The company can increase customer volume without relying on informal coordination or heroic effort.

• Saba Healthcare has a disciplined operating system that improves execution without slowing the team down.

Required Qualifications

• 5+ years of progressive experience in operations, business operations, product operations, implementation, customer success leadership, healthcare technology, or a related field.

• Experience leading or coordinating multiple functions, including at least three of: development/product, sales/revenue, onboarding/implementation, customer success/support, or business operations.

• Deep understanding of skilled nursing and post-acute admissions workflows, including referral intake, clinical review, payer and eligibility checks, authorizations, documentation, acceptance decisions, and admission handoff.

• Strong technical fluency across software delivery, APIs, integrations, data flows, systems configuration, workflow design, quality, security, and troubleshooting.

• Experience building operating cadences, KPIs, dashboards, SOPs, project plans, and cross-functional accountability systems.

• High business acumen and sound judgment when balancing customer needs, revenue, delivery capacity, quality, risk, and speed.

• Excellent written and verbal communication, including the ability to communicate effectively with engineers, salespeople, customer operators, and executives.

• Demonstrated ability to operate hands-on in a fast-moving, evolving environment.

Preferred Qualifications

• Experience in healthcare SaaS, workflow software, EHRs, referral management, revenue cycle, or another complex healthcare technology environment.

• Experience working directly with skilled nursing facilities, home health agencies, hospice organizations, hospitals, health plans, or post-acute networks.

• Experience scaling a startup, software subsidiary, or growth-stage business.

• Experience managing budgets, vendors, implementation partners, distributed teams, or cross-functional programs.

• Familiarity with HIPAA-sensitive workflows, audit trails, role-based access, quality systems, and healthcare interoperability.

Equal Opportunity

Saba Healthcare is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.