Job Details

Mackenzie Stuart is partnered with a PE-backed Optometry Group with 80+ locations in 5+ states that is searching for an Operations Director in Anchorage, AK.

Position Summary

The Operations Director is responsible for delivering a consistent, high-quality patient and customer experience across multiple locations in a fast-paced environment encompassing retail, lab, and optometric services. This role supports the organization's key results by ensuring operational excellence, strong leadership, and consistent execution of company standards across the assigned region.

The Operations Director partners closely with General Managers and clinical teams to ensure responsibilities are implemented consistently with an underlying commitment to the organization's values, patients, team members, and excellence in execution. This role also plays a critical part in building the brand by ensuring every location delivers exceptional service and operational performance.

Essential Duties and Responsibilities

Leadership and Team Development

• Provide daily oversight of personnel and operations across assigned offices, delegating responsibilities and ensuring operational expectations are met.
• Coach, mentor, and develop General Managers and leadership teams to drive performance, accountability, and professional growth.
• Participate in hiring decisions, onboarding processes, and compensation recommendations for regional staff.
• Support the onboarding and training of new employees to ensure consistent integration into the group's culture and operational standards.
• Conduct regular meetings with General Managers to ensure policies, procedures, and company initiatives are communicated and executed effectively.
• Foster a safe, inclusive, and collaborative work environment that supports employee engagement and retention.

Operational Management

• Maintain direct oversight of daily operations within the region to ensure efficient patient flow, operational consistency, and adherence to company standards.
• Ensure office teams receive the appropriate training and education related to job skills, technology systems, and company policies and procedures.
• Direct the implementation of organization-wide operational and sales strategies.
• Maintain a regular presence in each assigned office location to support teams, evaluate operations, and address challenges.
• Approve office schedules and monitor payroll to ensure appropriate staffing and labor management.
• Oversee inventory management including optical frames, lab materials, and office supplies.
• Ensure each location maintains a safe, clean, organized, and welcoming environment for both patients and staff.

Financial and Performance Management

• Maintain responsibility for the financial performance (P&L) of the assigned region.
• Establish performance benchmarks and key metrics for individual locations.
• Monitor revenue performance, optical sales, capture rates, and other operational KPIs.
• Partner with General Managers to develop action plans that improve operational efficiency and financial performance.

Patient Experience and Brand Standards

• Build and support a regional culture focused on delivering exceptional patient and customer service.
• Address patient concerns or escalations when necessary and support service recovery efforts.

Organizational and Compliance Responsibilities

• Ensure compliance with company policies, operational guidelines, and regulatory requirements.
• Maintain confidentiality and compliance with the Health Insurance Portability and Accountability Act (HIPAA).
• Monitor operational processes to ensure adherence to company standards and regulatory requirements.
• Support and recommend implementation of new technologies, equipment, and operational improvements.
• Communicate regularly with the Regional Director regarding regional performance, needs, and operational issues.
• Participate in weekly operational calls with the Regional Director and Director of Operations to review performance and priorities.

Technical Skills and Competencies

• Excellent verbal and written communication skills.
• Strong leadership, management, and team-building abilities.
• Strong analytical and problem-solving skills with sound decision-making capabilities.
• Strong organizational and time management skills.
• Proficiency with business systems and computer applications.
• Knowledge of optical prescriptions, frame measurements, adjustments, repairs, and troubleshooting patient concerns.
• Understanding of vision and medical insurance processes.
• Ability to verify the accuracy of optical orders and ensure quality standards are maintained.

Qualifications

Education and Experience

• Bachelor's degree in Business Administration, Healthcare Administration, or related field preferred.
• 5+ years of leadership experience in a multi-location retail, healthcare, or service environment.
• Experience in optical, healthcare, or retail operations strongly preferred.
• Proven experience leading teams and managing operational performance across multiple locations.

Work Environment and Physical Requirements

• Frequent travel between assigned office locations is required.
• Ability to sit, stand, and walk for extended periods during office visits.
• Ability to occasionally lift up to 20 pounds.