Clover Health - Vice President, Operations

• Own the operating strategy and performance of CCS across IHC and CCV, with accountability for member experience, clinician experience, reliable care delivery, and financial results. • Design the full member journey, including outreach, booking, visit preparation, arrival, telehealth access, and follow-up. Set a high bar for every interaction, including clear communication, dependable service, and technology that works for members and caregivers with different needs and levels of digital comfort. • Build AI into operational execution across member engagement, scheduling, routing, visit preparation, documentation support, and follow-up coordination. Connect these workflows so work moves across systems, completion is tracked, and people can focus on exceptions and decisions that need their judgment. • Create an outstanding clinician experience. Simplify the working day, put relevant member information at clinicians' fingertips, and reduce administrative work before, during, and after visits so clinicians can focus on the member in front of them. • Partner closely with Product and Technology to build and improve the tools that run the practice. Translate operational needs into specific workflows and product requirements, test them with members and frontline teams, and own successful adoption and operating results. • Run a disciplined distributed operation, including demand forecasting, capacity planning, staffing, scheduling, routing, and deployment. Match members’ needs to the appropriate clinician and care setting while balancing access, continuity, travel time, and capacity. • Partner with Clinical leadership to define where AI can act independently, where human review is required, and how exceptions reach the right person. Build monitoring, escalation, and clear accountability into the operating model, with clinical decisions owned by licensed clinicians. • Establish performance measures and operating reviews that connect experience to results. Track member engagement, completed visits, follow-up completion, clinician administrative time, capacity utilization, cost to serve, and clinical and total cost of care outcomes with Clinical, Analytics, and Finance. • Lead and develop the CCS operations team, including the Director, Practice Operations and Support. Redesign roles and processes as technology improves, develop leaders who can build and run new capabilities, and grow service capacity faster than operating cost. • Stay close to the actual experience. Spend time with field teams, observe home and telehealth visits, and use the tools clinicians and members use. Take ownership of the details that make care feel easy and dependable, and solve the problems that get in the way. • Within the first 90 days, you understand the member and clinician experience firsthand, have mapped the full care journey and the work behind it, and have established performance baselines. You've identified the highest-impact opportunities to redesign operations around AI and begun testing initial workflows in real operations. • Within the first 6 months, you have multiple AI-enabled workflows operating reliably in production, with clear ownership and human review where needed. You're demonstrating measurable improvements in member experience, clinician administrative time, access, and operating efficiency, supported by a clear operating cadence and a jointly owned product and operations roadmap. • Over time, CCS runs as a scalable, AI-powered practice. Members experience consistently excellent care at home and through telehealth. Clinicians spend more of their time on care, routine coordination is increasingly automated, and growth requires proportionally less administrative effort. The operation delivers better member outcomes and stronger economics as its technology and workflows improve. • Over time • You should get in touch if: • You've built and scaled complex, distributed operations that combine technology with real-world service delivery, and you've materially improved how the system works. • You have demonstrated success materially improving a mobile or field-based workforce productivity, capacity utilization, scheduling, routing, resource allocation, service levels, or cost structure at meaningful scale. • You've used AI and automation to change how work gets done, with concrete results in service quality, capacity, or cost. You can distinguish a promising demonstration from a capability that works reliably in daily operations. • You have a strong judgment of product and experience. You notice the details that make a service confusing or frustrating, and you know how to translate those observations into better workflows and technology. • You're hands-on with AI tools and can prototype workflows, evaluate their performance, and work effectively with engineers to turn ideas into dependable operational capabilities. • You bring exceptional analytical and systems thinking. You can understand demand, capacity, service quality, and unit economics together, and make decisions that improve the whole operation. • You know how to design around human expertise. You can determine which work technology should handle and how to give clinicians and operational teams the context, control, and support they need. • You're a strong people leader with high standards, low ego, and clear ownership. You develop other leaders and move comfortably between executive decisions and the details of a broken workflow. • You thrive in evolving environments, turn ideas into working capabilities quickly, and use real operating feedback to improve them. You're willing to spend meaningful time in the field and travel as needed.