Clinical Director Operations

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

Overseeing operational and strategic processes to achieve business goals, managing large remote teams, fostering strong client relationships, and driving process improvements. The position requires a focus on fiscal management, patient safety, compliance with company policies, and alignment with organizational objectives while maintaining high levels of engagement and performance.

 

Primary Job Responsibilities

• Nurture client relationships by ensuring proactive delivery of solutions that enhance service quality and reduce costs
• Foster a culture of patient safety through the development of policies, procedures, quality management, training, clinical systems and operational objectives 
• Oversee operating systems, policies and procedures within the Healthcare division for continual improvement aligned with business goals 
• Lead process improvement efforts within the vertical. 
• Manages both human and material resources. 
• Provide strong support for the long-term strategies of the organization.
• Instrumental in translating the company’s vision into actionable strategies. 
• Collaborating with senior leadership, they help define long-term goals and develop comprehensive plans to achieve them.
• Supports Foundever and clients in achieving service, quality and contribution goals. 
• Demonstrates sound fiscal management in achieving profitability goals.
• Leading and motivating the team and communicating effectively. 
• Monitoring associate conduct, performance, and attendance against company standards; providing coaching/direction, documenting meetings and applying processive counseling in accordance with company policy as required. 
• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement. 
• Protect company equipment assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement. 
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s policy.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and jurisdictional requirements

Experienced required

• Minimum 10 years telehealth clinical nursing experience
• Minimum 3 years supervisory experience
• Master’s Degree in Nursing or equivalent health designation
• Registered and in good standing with the provincial/territorial nursing body legislated to license nurses in the jurisdiction in which you practice
• Client Relationship Management - Demonstrated success in building excellent customer/client relationships
• Fiscal Management – Sound financial management stills to achieve revenue targets and profitability goals
• Patient Safety Advocacy - Knowledge of healthcare policies, procedures, quality management systems, training programs, clinical systems, and operational objectives focused on patient safety.
• Team Leadership & Performance Management – Proven ability to lead and develop teams, monitoring and delivering on key performance metrics, and driving performance through coaching and continuous feedback.
• Effective Communication & Conflict Resolution – Strong verbal and written communication skills with the ability to convey information clearly, handle escalations, and resolve issues with professionalism.
• Operational Efficiency & Problem-Solving – Strong ability to optimize workflows, manage escalations, and implement process improvements to enhance productivity and response times

What We Offer

Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
Competitive compensation. Attractive salary and benefits package.
Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.