Leads clinical operations and client success as an integrated delivery function. Owns client onboarding through renewal, staffing, capacity planning, performance management, patient and provider engagement, operating metrics, deployment margins, and clinical program outcomes. Builds a scalable remote team, connects product and clinical performance data, applies AI responsibly, and improves realized revenue, patient engagement, referrals, client satisfaction, and renewal stability.
The Role
Koda is hiring a Vice President of Operations to own clinical operations and client success as a single delivery engine. You will bring our digital product and our clinical service line under one set of operating measures, and you will be accountable for turning every client contract into its full potential.
In the near term, that means closing the gap between contracted and realized value across our client portfolio. Over the longer term, it means building a unified operational view of Koda's "product" as a combination of people, process, and technology infrastructure.
This is a hands-on leadership role for someone who is comfortable moving between the numbers, the people, and the patient experience, and who can tell a product problem from a staffing problem.
What You Will Own
- Clinical operations and client success. End-to-end delivery for every client contract, from onboarding through renewal.
- Staffing and people management for the service line. Capacity planning, hiring, onboarding, performance management, and the hard conversations that come with each.
- Patient and provider engagement strategy. Develop and test new approaches to reaching patients, caregivers, and referring providers, working within the contractual constraints that govern direct patient contact.
- Operating measures across the internal side of the business. Define, instrument, and review the metrics that connect product performance to clinical delivery.
- The feedback loop from delivery to leadership and sales. Tell us which customer profiles and deployment models work best, and where we should adjust our approach.
What Success Looks Like
You will be accountable for improving performance across these areas:
- Realized revenue against contracted value, including separating structural causes from account-specific ones
- Patient engagement rates, driven by creative, team-wide experimentation
- Scheduled high-risk patient calls
- Provider referral volume and consistency
- Revenue stability and predictability
- Staffing resilience, with a capacity model that absorbs departures and seasonality
- Onboarding speed for Patient Advocates, without loss of quality
- Client satisfaction and renewal
- Client onboarding success
- Deployment-level margin
- Clinical program metrics, including timely completion of follow-up calls and hospice utilization
Requirements
How You Will Lead
- Develop a talented team of three direct reports toward bigger-picture, more strategic thinking by bringing new ideas and modeling how to execute them.
- Deliver a structural assessment of the team within your first 90 days: who is in the right seat, what capabilities are missing, and where there is room to grow.
- Own hiring and performance for the service line, including capacity models that hold as the business scales.
- Lead clinical and non-clinical staff together as one fully remote team.
What You Bring
- Hands-on AI fluency. You build with AI rather than only evaluate it. You can show us workflows you have created and the effect on output or headcount math. You will also set standards for responsible AI adoption across a mixed clinical and non-clinical team.
- People function ownership. You have personally owned hiring, onboarding, capacity planning, performance management, and metrics for a delivery organization.
- A unified view of operating metrics. You can hold software metrics and clinical delivery metrics together, and you have the judgment to diagnose what is driving them.
- A product-minded approach to engagement. You use a product lens to creatively increase patient and provider engagement.
- Strategic organization design. You are willing to form a clear structural view early and put it in writing.
- Industry understanding. You know how health systems and health plans buy, deploy, and find value in programs like ours, or you are ready to learn extremely quickly.
Also valued: experience running a business that combines software with a services or clinical delivery component, experience leading clinicians, and familiarity with Medicare Advantage, value-based care, or serious illness care.
Benefits
Why Koda
- Meaningful work: helping patients with serious illness receive care aligned with what matters most to them
- Proven partnerships with leading health systems and health plans
- A fully remote, mission-driven team
- A senior seat with direct access to the executive team and real influence on how the company scales
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