Senior Director, Operations - NC

About Us:

Cityblock Health is the first tech-driven provider for communities with complex needs—bringing better care to where it's needed most, block by block. Founded in 2017 on the premise that "health is local" and based in Brooklyn, we are backed by Alphabet's Sidewalk Labs along with some of the top healthcare investors in the country.

Our mission is to improve the health of underserved communities. Importantly, our solutions are designed specifically for Medicaid and lower-income Medicare beneficiaries, and we meet our members where they are, bringing care into the home and neighborhoods through our community-based care teams and Virtual Care offerings.

In close collaboration with community-based organizations, local providers, and leading health plans, we are reorganizing the health system to focus on what matters to our members. Equipped with world-class, custom care delivery technology, we deliver personalized primary care, behavioral health, and social services to deliver a radically better experience of care for every member and community we serve.

Over the next year, we'll grow quickly to bring better care to many more members and their communities. To do this, we need people who, like us, believe that everyone should have good care for what matters to them, in their community.

Our work is grounded in a belief in the power of a diverse community. To close gaps in care and advance equity in the communities we serve, we have to start with making our own team diverse and inclusive. Our ways of working are characterized by creativity, collaboration, and mutual learning that comes from bringing together a community from diverse backgrounds and perspectives. We strive to ensure that every person on the Cityblock team, and every Cityblock member, feels supported and included as a part of our community.

Our Values:

• Aim for Understanding
• Be All In
• Bring Your Whole Self
• Lean Into Discomfort
• Put Members First

About our Team:

We employ a field-based, home-based care model and are committed to meeting members where they are-in their homes, in their community, and in our Hubs. You will go above and beyond to connect with Cityblock members in a non-judgmental, respectful and empathic manner, to meet their needs, and to provide feedback to the system as a whole as we strive to do better every day.

About the Role:

The role of Senior Director, Operations is the day-to-day lead on managing and executing on all market goals and works in close partnership with the Executive Director on strategic planning and setting market goals. Goals include, but are not limited to, clinical, TCOC, OPEX and service performance goals at the market and partner level for a defined set of contracts. In addition, the Senior Director will engage and work closely with functional partners and executives across the organization in the operational, clinical, and strategic growth/business development spaces.

The Senior Director is a person driven by a passion for value-based, integrated health care and cares deeply about bringing best-in-class care models to serve patients with complex health and social needs. They are also an operator who brings experience managing large and distributed workforces in matrixed environments and building trust-based relationships with both front-line associates and key executives. The Senior Director of Operations leads with empathy; and by their example, positively influences how others in the organization think about and deliver continuous improvement for the sake of our members.

Operations & Performance

• Own execution and achievement of operational results and share accountability for market operations strategy,
• Lead run rate market operations initiatives for a set of critical functions that could include, but are not limited to: staffing and hiring, care team productivity, strategic partnerships, and more
• Develop a deep understanding of and accountability to contractual obligations and applicable regulatory and compliance standards
• Own the market narrative - be able to communicate risks, opportunities, successes, and failures with internal stakeholders
• Assists in the contribution of the t the development and delivery of Joint Operating Committee and similar meetings with payer partners
• Assists in partnering cross-functionally to build long-term strategic partnerships with payers, providers (individuals and systems) and community-based organizations
• Ensure that member experience is humanized and person-first by leading efforts to establish and improve member experience processes, and workflows, ensuring that all are executed with "The Cityblock Way" in mind
• Proactively address operational issues and collaborate with in-market team members to solve problems quickly and thoughtfully, and ensure that learnings from process builds are captured to support our care model and implementation playbooks for the future.
• Ensure that all learnings from process builds are tightly captured so that we are continuing to develop our care model and implementation playbooks for future markets; implement new performance metrics where they apply
• Support direct reports in maintaining efficient and effective operations, including member experience, staff scheduling, communications, and general operational support for the care team.
• Triage and manage incoming ad hoc requests and projects in support of the Executive Director, sharing accountability for completion and measurement of success for the market.
• Support the Executive Director's long-term planning, opex budgeting, and operations strategy initiatives by providing critical input into data/analytics, staffing/HR, and other operational/administrative activities, working collaboratively with enterprise business partners to optimize market performance

Leadership & Culture

• Develop strategic initiatives in coordination with clinical and operational stakeholders to improve quality, member outcomes and total cost of care performance
• Attract and retain top talent that strengthen both company culture and business and human impact

• Actively listen for underlying or foundational root causes to issues and/or constructive feedback from front-line management and staff. Empower, motivate, recognize, and inspire team members to take action and own their impact.
• Maintain understanding of forthcoming internal and external organizational events and determine what content, if any, and to what extent such content is appropriate to share, including what methods of communication would be best.

Business Unit, Growth & Development

• Support building local market relationships useful to our performance
• Identify opportunities to develop new strategic collaborations within the markets to grow and diversify revenues that are cohesive with the divisional growth strategy
• Lead market expansions and local launches under supervision of Executive Director in collaboration with Growth and Implementation teams

Requirements for the Role:

• Minimum of a Bachelor's degree from a four-year college or university; Demonstrated proficiency as a P&L leader or operations leader within a health care delivery or health plan setting
• Familiarity with capitated or risk-based medical group serving Medicaid, Medicare, and/or dual eligible patients
• Have hands-on operations leadership experience: built and improved teams, built deep stakeholder relationships, and driven high-fidelity, field-based operations
• Bring experience managing a large workforce with roles that vary in complexity and support requirements (both clinical and non-clinical)
• Bring experience in managing and assessing rigorous quantitative and qualitative market performance, and a fidelity to accuracy and clarity in reporting
• Are deeply operationally oriented, constantly focused on performance excellence, efficiency and improvement, but also seeking ways to innovate
• Have exceptional organizational, communication, project/process management, and interpersonal skills
• Project professional competence, leadership capability, and personal maturity and most importantly, inspire a commitment to Cityblock's mission and to excellence

What We'd Like From You:

• A resume and/or LinkedIn profile
• A short cover letter, please!

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.

We take into account an individual's qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company's equity program, paid time off, including vacation and sick leave. The expected salary range for this position is $133,569 to $172,660. The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, skillset, and geographic location.