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. This is a remote position.

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. We value the pace and caliber of a scaling operator over 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, 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 same-day 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 team performance and structure, and build the leadership bench the operation needs as it scales.

Accountability & Performance Management

• Establish clear accountability structures, performance tracking, and management routines across the team.
• Partner with the Quality & Audit function on escalation root-cause and closed-loop corrective action.

Systems, Standardization & Continuous Improvement

• 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 measure every tool by the capacity it creates.
• 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.
• 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 lower cost to serve as volume grows.
• 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: Steps into an established team, sets a clear bar, and raises performance quickly.
• 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, partners with Product to simplify and standardize the work so the operation scales efficiently, and judges each change by the experience it improves and the cost it removes.

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