Director, Field Operations

Evaluate, develop and manage the assigned Regional Field Operations Managers team. Oversee the operations, growth, profitability and patient experience through leading the assigned direct reports by providing tools, support and leadership necessary to drive revenue improvements and profitability, deliver key performance through strong behaviors, and ensure superior service through delivery of the highest patient experience in all areas of the acquired businesses.

Essential Functions

Responsible, for the practice performance and operations of field management, acquisition, and patient satisfaction for all assigned iCare and Optical Outlets locations

Build and lead a team of District Managers, Office Managers, and location team members responsible for driving the day-to-day operations including development of goals to drive revenue, supported by a positive and productive patient-centric approach to service and care that ensures premier customer service, customer retention, as well as outstanding doctor satisfaction and retention

Cultivate and oversee successful relationships with all locations and act as a liaison between direct reports and Doctor, other lines of business, and shared service partners

Lead and oversee the active collaboration with any new store locations and/or acquisitions during both pre-close and post-close activities

Manages and oversees the development of direct reports through training and successful onboarding of new store locations and/or acquisition practices

Based on budget provided, distribute plan numbers to all locations on an annual basis and adjust throughout the year locations exceeding and new locations postponements

Monitor the performance of direct reports; provide prompt and objective coaching and counseling; conduct performance reviews and recommend salary increases

Participate in the hiring and interviewing process for open positions within the assigned area ensuring that the most qualified candidates are selected

Builds a culture of accountability with assigned field management team so that all teams demonstrate appropriate in-office behaviors that drive both KPI/Goals performance and long-term patient loyalty

Monitor unit expenses to ensure costs are within established levels and budgets

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in related field or equivalent experience; Minimum of 2 additional years of experience related to functional area 

Minimum of 6 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports

Five years working directly in a professional eye care practice or retail location as a business manager or business consultant

Five years of multi-unit or multi-location experience

Ability to work with all levels of management both within the company and in the optometric community 

Excellent presentation and sales/persuasion skills 

Strong motivational influence and communication skills at all levels

Strong project management skills to include the ability to manage multiple projects simultaneously 

Relies on extensive experience and judgment to plan and accomplish goals

Proven ability to navigate complex situations through organizational landscape and with multiple stakeholders

Strong leadership skills to coordinate and motivate teams, field management, and doctors 

Adept at financial management to administer budgets across multiple projects and ensure the program meets its requirements for return on investment, timing, and budget

Proven ability to successfully manage risks/issues with multiple direct reports

Ability to elicit cooperation from Senior Management and other departments

Demonstrates ability to be a decision-maker showing balanced consideration of business issues

Excellent written and verbal communication skills and analytical skills 

Strong business aptitude and problem-solving skills 

Strategic skills to support envisioning work, program planning, and forecasting

Willing to travel as required (estimate 70%)