Karoo Health

Owns day-to-day operations across markets, designs and improves operational systems, and leads a team to ensure high-quality care delivery and scalability. | Requires 6-8+ years in healthcare operations, experience managing multiple markets, building processes and tools, and leading teams in a fast-paced environment. | The Role The Director or Senior Director of Operations will own day-to-day execution across Karoo’s markets and lead the development and scaling of the tools, systems, and processes that enable reliable, high-quality care delivery. This role is responsible for ensuring that what we design—clinically, operationally, and technologically—actually works in the real world. The ideal candidate is a hands-on operator who thrives in early-stage environments, balances urgency with structure, and builds systems that scale. This role is critical to making Karoo’s care model real, reliable, and repeatable. You’ll ensure that patients receive high-quality care, providers experience operational ease, and the company can scale. Your work will directly impact outcomes, growth, and the sustainability of our value-based model. What You'll Do Market Operations & Execution Own daily operational performance across active markets, ensuring smooth care delivery, provider satisfaction, and patient experience. Serve as the primary operational escalation point for market-level issues, quickly diagnosing root causes and driving resolution. Partner with Market Ops Managers to ensure consistent execution while allowing for thoughtful local variation. Support market launches by coordinating operational readiness across clinical, staffing, workflows, and tooling. Operational Systems & Tooling Lead the design, implementation, and continuous improvement of the operational tools and systems that support care delivery (e.g., workflow management, care team tooling, reporting infrastructure). Partner closely with Product and Clinical Operations to translate real-world operational needs into scalable technical solutions. Ensure systems are intuitive for frontline teams and reduce administrative burden rather than adding complexity. Identify gaps in tooling or process and prioritize fixes that improve reliability, efficiency, and scalability. Process Design & Scalability Build and maintain core operational processes, SOPs, and playbooks that enable consistent execution across markets. Standardize where possible while preserving flexibility needed for early-stage iteration and market-specific requirements. Continuously evaluate processes for efficiency, clarity, and scalability as patient volume and market count grow. Drive process improvement initiatives using data, frontline feedback, and performance metrics. Cross-Functional Coordination Act as the connective tissue between Clinical Operations, Product, Market Ops, and central Operations teams. Ensure alignment between clinical models, operational workflows, and system capabilities. Translate strategic priorities into clear operational plans and timelines. Provide structured feedback loops to leadership on what is working, what is breaking, and what needs investment. Performance Management & Metrics Define and monitor operational KPIs tied to care delivery, capacity, responsiveness, and market performance. Use data to proactively identify risks, capacity constraints, and execution gaps. Partner with Analytics to ensure operational reporting supports decision-making at both market and leadership levels. Team Leadership Build, lead, and develop a high-performing operations team, including Market Ops Managers and centralized ops roles. Support hiring, onboarding, training, and performance management for operations staff. Foster a culture of accountability, ownership, and continuous improvement. What We're Looking For 6-8+ years of experience in healthcare operations, ideally digital health or value-based care environments. Proven experience owning day-to-day execution across multiple markets or programs. Strong systems thinker with hands-on experience building processes and operational tooling. Comfortable operating in ambiguity and prioritizing ruthlessly in a fast-moving startup environment. Collaborative leader who works effectively across clinical, product, and technical teams. Data-driven, detail-oriented, and biased toward action. Why Join Us Competitive salary and equity Fully-remote work environment available Full benefits package A collaborative and transparent company culture that values creativity and ownership