RegaloRx has been growing steadily and is now seeking to dramatically accelerate growth. The Board and CEO are looking for a mission-focused, and process-minded leader with hands-on experience in leading the operations of a patient-centric Call Center environment.  This role requires experience at scaling an organization, leading a senior management team, and developing a performance culture among a group of diverse, talented individuals. The VP of Business Operations must be a leader who is able to help others deliver measurable, cost-effective results that make the vision a reality. Importantly, the successful VP will have the skills, sensitivity, and personal confidence to tap into the power that each member of the team brings to the organization.


Reporting to the CEO, the VP of Business Operations will lead all internal operations and will have the following responsibilities:

  • Serve as the internal leader of the organization:
    • Coordinate the annual operations plan and budget
    • Lead the performance management process that measures and evaluates progress against goals for the organization
    • Provide for all staff a strong day-to-day leadership presence, while inspiring confidence in our staff and support an open-door policy among all staff
    • Work directly with client development and ongoing collaboration
  • Lead and manage the organization’s management team, who have the following responsibilities:
    • Patient Call Center Operations, and Staffing
    • Training, Quality Management, Compliance and development of SOP’s
    • Program/Account Management
      • Assure the development and implementation of key impact measurements
      • Oversee the relationship with all partners to meet their objectives
      • Develop curriculum, tools, and training that meet cost guidelines
  • Work closely with Information Technology, Human Resources, Legal and Finance to assure resources are available to meet the business requirements
  • Working in partnership with the CEO, create the strategic five-year plan and implement new processes and approaches to achieve it
  • Work with the Board of Directors including presenting to the board on the state of Business Operations at quarterly meetings

Key Qualifications

The successful candidate will have had significant management experience with a commercial organization. As noted, this is an organization driven by the values of its people, so experience in managing a “values-driven” organization will be highly prized. Additional requirements are:

  • Results-proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen including successful P&L management; the ability to balance the delivery of programs against the realities of a budget; and problem solving, project management, and creative resourcefulness
  • Deep experience with Patient Call Center operations, preferably in the patient assistance or medical insurance space. The incumbent will understand Key Performance Measures of a call center as well as the requirements for meeting customer requirements. They will have a background in utilizing information technology and how it can transform the operations of a Call Center.
  • Strategic Vision and Agility-ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan
  • Value and maintain a close working relationship with Heart to Heart International, our related nonprofit organization
  • Capacity Building—ability to effectively build organization and staff capacity, developing a top-notch workforce and the processes that ensure the organization runs smoothly
  • Leadership and Organization-exceptional capacity for managing and leading people; a team builder who has experience in scaling up organizations; ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, develop and empower top-notch leaders from the bottom up, lead from the top down, cultivate entrepreneurship, and learn the strengths and weaknesses of the team so as to put people in a position to succeed
  • Action Oriented—enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary
  • General Management—thorough understanding of finance, systems, and HR; broad experience with the full range of business functions and systems, including strategic development and planning, budgeting, business analysis, finance, information systems, human resources, and marketing
  • Solid educational background—undergraduate degree required; MBA or similar advanced degree highly desired
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