The posting
Who We Are:
At Synapse Health, we're streamlining the durable medical equipment (DME) process. We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered and experienced. Since 2016, with decades of industry and leadership experience, we've delivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity, we're redefining how DME works for providers, prescribers, and patients. We are proud to offer work that matters, on a mission that matters.
Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.
What We Need:
The VP, Operations is a key leader responsible for the performance, scalability, and operational integrity of Synapse Health's home medical equipment (HME) and durable medical equipment (DME) operations. Reporting to the Chief Operating Officer, this role drives the operational execution and team leadership that enable sustainable growth, operational excellence, and strong patient and partner experiences.
The VP owns operational execution and outcomes across qualifications, resupply, fulfillment, and member transitions, with direct, day-to-day ownership of throughput, productivity, SLAs, quality, and cost to serve. The VP leads the directors and teams that run them as one cohesive, high-performing organization.
This role requires a strong operational leader who builds accountability, drives performance management, and leads teams through change, bringing the pace and caliber of a scaling operator rather than only deep DME-specific tenure. The role demands two things in equal measure: a relentless operator who runs a rigorous performance-management engine, and a systems and design thinker with a product mindset who sees the whole workflow, simplifies it, applies Pareto to the work that moves the needle, and partners across the organization to improve flows, patient experience, and cost to serve.
What You Will Do:
Operations Leadership & Team Performance
- Own execution across qualifications, resupply, fulfillment, and member transitions, including daily throughput, productivity, SLAs, and intraday queue management, and translate strategy into disciplined day-to-day execution.
- Build and reinforce leadership structure across the team — ensure alignment, consistent messaging, and clean cascade of direction from director level down through individual teams.
- Assess current team performance and make decisive calls on leadership and structure where needed to strengthen the org.
Accountability & Performance Management
- Establish clear accountability structures, performance tracking, and management routines across the team.
- Champion continuous improvement to reduce cycle times, improve accuracy, and elevate patient and provider satisfaction. Own cost to serve, delivered through process improvement and partnership with Product and Technology.
Systems, Standardization & Continuous Improvement
- Partner with the Quality & Audit function on escalation root-cause and closed-loop corrective action.
- Treat the order workflow as one system: write the problem statement before the solution, then standardize how orders flow in, through, and out, embedding rules and exceptions in the tool rather than in people's heads.
- Apply Pareto relentlessly: isolate the small share of orders and steps that consume a disproportionate share of labor, and design that waste out.
- Partner as an equal with Product & Technology, Process Improvement, and Transformation to simplify and consolidate flows, move controls upstream to the point of order creation, and judge every tool by the capacity it creates, not by whether it shipped.
- Advance a standardized, cross-trained operation that lowers cost to serve as we scale across onshore, offshore, and partner teams.
Leadership, Culture & Talent Development
- Lead, develop, and inspire operational leaders, building a culture of accountability, collaboration, and continuous improvement.
- Support succession planning and leadership development to build organizational resilience.
Note: These responsibilities reflect the general nature and scope of the role but are not exhaustive. Responsibilities may evolve to meet changing business needs.
What You Have:
At Synapse Health, we’ve intentionally built a culture rooted in kindness, collaboration, and creativity, qualities we consider essential for every team member. Additional requirements include:
- 10+ years of progressive experience leading high-volume operations in healthcare, BPO/contact center, or comparable environments, with several years at a senior leadership level. DME, HME, or post-acute experience is a plus but not required.
- Proven track record building and leading high-performing operational teams, ideally in high-growth companies scaling rapidly, with durable systems and structure built on a fast-moving, still-maturing foundation.
- Demonstrated ability to build accountability and performance management systems where they didn't previously exist.
- Strong metrics orientation — comfortable using data to drive decisions and identify where teams need to improve.
- Experience operating with speed and sound judgment in fast-moving environments; a hands-on operator who is comfortable in the queues and the detail, not only at strategy altitude.
- Systems, design, and product thinking: a track record of mapping end-to-end workflows, simplifying and standardizing them, and partnering with Product/Technology to build scalable processes that reduce cost and reliance on headcount, training, and manual performance management.
- Ability to travel, including occasional domestic travel to operating sites and international travel approximately twice per year to support offshore operations.
- Bachelor's degree preferred; advanced degree a plus but not required.
What Sets You Apart:
- Operational Builder: Comfortable stepping into an established team and making hard calls on structure and leadership to elevate performance.
- Metrics-Driven Operator: Uses data and pattern recognition to move fast and make high-conviction decisions.
- Accountability Architect: Builds the systems and culture that hold teams to a high standard, even where none existed before.
- Scaling Mindset: Thinks ahead of the current state, anticipating what the org needs 6–18 months out.
- Systems & Design Thinker: Sees the whole workflow, defines the problem before the solution, and partners with Product to simplify and standardize the work rather than adding headcount.
- Product-Minded Simplifier: Judges every process change by the experience it improves, the capacity and cost it removes, and pushes controls upstream so bad work never enters the line.
Compensation:
The base salary range for this position is $215,000 – $300,000 annually, plus an annual performance bonus and equity. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process.
What Sets Us Apart:
Work is a part of life, but at Synapse Health, we believe it should be meaningful and enjoyable. We’re committed to helping our team members thrive personally and professionally, which is why our benefits include:
- Professional growth opportunities with compelling career paths
- Healthy work-life balance supported by flexible paid time off (PTO)
- Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members
- 401(k) savings plan with employer matching contributions
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