Director of Operations

Remote North Vancouver, BC

Join our fast-growing team of professionals who value integrity, diversity, and wellness. Ginger Desk’s entire team works and plays remotely.


Ginger Desk gets practitioners back to doing what they love. Treating patients.


Ginger Desk provides Virtual Assistants (VAs) who are pre-trained, trusted professionals in medical administration. We pride ourselves on delighting patients and practitioners. We have the efficiency of an automated service, but with much more heart.

Ginger Desk’s Vision & Promise:


Ginger Desk is disrupting the healthcare industry, one task at a time.


Our human-powered and tech-enabled approach is reinventing the front desks of Health & Wellness practices all over North America.


We prove that Admin Freedom is possible so practitioners and clinics can focus on patient care and growth. We believe that every practice is better with a Ginger Desk VA.


Your role in our Promise:

As the Director of Operations at Ginger Desk, you will play a pivotal role in driving the company's growth, strategy, and success. You will be responsible for spearheading innovative strategies and initiatives to optimize our VA efficiency and scalability, ensuring that our Company is profitable growing at a fast pace. With your strategic growth mindset and proactive approach, you will lead our Operations Team in identifying and capitalizing on opportunities for innovation and differentiation, while also ensuring alignment with Ginger Desk’s vision, promise and growth objectives. Your dynamic leadership and ability to navigate ambiguity will be instrumental in shaping the future of our startup and positioning us as a leader in the healthcare industry.


We value out-of-the-box thinking, prioritizing solutions tailored to our company, teams, and individuals. In our rapidly changing, fast-paced environment, we strive for continuous improvement and exceeding client expectations, with the Director of Operations serving as an enabler and hands-on contributor to this journey. The ideal candidate will be a hands-on leader with a strong entrepreneurial spirit and a proven track record of building and scaling operations in a startup environment.


Reports to: CEO & Founder, Dr. Julie Durnan, ND

Location: Hybrid (mostly remote with in-person strategy sessions occasionally)


Your Responsibilities and Impact:


Strategic Planning:

  • Develop and execute operational strategies aligned with the Ginger Desk’s vision, promise, and growth objectives.
  • Identify and pursue new revenue opportunities with a focus on high-margin products and services.
  • Work closely with other functional areas, including People, Product development, Technology, Sales, and Marketing, to ensure alignment and synergy across the organization.


Service Process Optimization & Resource Allocation:

  • Optimize VA operational processes to enhance efficiency, utilization, scalability, and client delight.
  • Constantly look for ways to generate more recurring revenue, increase margins, innovate our services, and reduce costs while continually delighting clients
  • Analyze GU training success, identify gaps, and improve the quality of service delivery.
  • Manage resources effectively, including budget, utilization of VA, and technology, to support business operations and growth initiatives.


Compliance and Risk Management:

  • Ensure compliance with regulatory requirements including HIPAA, PIPEDA, PHIPA, cybersecurity, and implement risk mitigation strategies to safeguard the company's interests.


Technology:

  • Collaborate with the tech team to optimize the function and purpose of GingerStack.
  • Strategize on new iterations and product development with goals to improve margins and reduce client churn.
  • Explore opportunities to automate current processes and systems with new technologies.


Partnerships Management:

  • Build mutually beneficial relationships with current partners.
  • Identify and manage partnership opportunities to expand into new markets and professions.
  • Find and explore opportunities to market products through webinars, Podcasts, affiliates, partners etc


Client Relations:

  • Collect, analyze, and act on customer feedback for improvement.
  • Partner with sales and client success teams to understand the client’s needs, preferences, and reduce complaints/churn.
  • Partner with the marketing team to build client rewards and referral programs while ensuring a seamless and delightful client experience.
  • Develop and implement client-centric strategies to enhance customer experience, address client concerns, and improve retention.
  • Enhance and streamline service offerings to meet the evolving needs of clients.


Continuous Improvement:

  • Stay abreast of digital health and technology industry trends and best practices, identifying opportunities for innovation and differentiation in the market.
  • Explore how AI can be used to improve utilization of the VAs and other services.


KPI Monitoring & Analysis:

  • Implement a company-wide data collection and reporting system to make informed data-driven decisions.
  • Establish key performance indicators (KPIs) and metrics to track departmental and company-wide performance.
  • Analyze all data to track growth and adjust strategies accordingly. Assist with change implementation.
  • Leverage data systems to decrease decision-making time and accelerate change implementation.
  • Outline monthly and yearly operational forecasts and ensure Ginger Desk hits financial and qualitative targets.
  • Provide detailed explanations to team and investors when over or under targets


Your Experience:

  • Bachelor's degree in Business Administration, Operations Management, or related field; MBA preferred but not required.
  • Proven experience in operations management, preferably 5 years + in a start-up or fast-paced environment with a remote team.
  • Strong leadership skills with the ability to inspire and motivate teams in a dynamic and rapidly evolving industry.
  • Excellent problem-solving and decision-making abilities, with a results-oriented mindset.
  • Entrepreneurial spirit, growth mindset and willingness to roll up sleeves and tackle challenges hands-on.
  • Exceptional communication and interpersonal skills, with the ability to build relationships and influence partners and team members on all levels.
  • Experience in the healthcare industry is a plus.
  • Experience managing a mostly virtual or remote team is a plus
  • Proficiency in project management tools and software.


Compensation:


Ginger Desk plans for growth and pays all team members fairly. This role has a minimum annual salary of $105,000 and maximum annual salary of $160,000. This salary range intentionally accounts for the growth someone will experience in the role of Director of Operations throughout their time at Ginger Desk. We will continue to offer opportunities for advancement within this role and will have regular conversations about career development throughout your time at Ginger Desk.


Benefits:

  • Competitive salary and stock options.
  • Flexible work environment with opportunities for 80% of work being remote and a flexible schedule.
  • Health insurance and other benefits packages.
  • Exciting opportunity to be part of a fast-growing startup and make a meaningful impact on the healthcare industry.


If you are passionate about driving operational excellence in a startup environment and eager to contribute to the future of healthcare, we want to hear from you! Join us on our mission to prove that Admin Freedom is possible so practitioners and clinics can focus on patient care and practice growth.


If this role aligns with your experience and career goals, please apply through our online Ginger Desk Job Board at https://gingerdesk.com/job-board/.


*Please note LinkedIn messages and emails will not be monitored for applications. We will only be considering candidates through the Job Board. Only successful candidates will be contacted.


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