Director of Operations

Director of Operations - ExtendMedLocation: Evanston, IL (Hybrid)Start Date: ASAPAbout ExtendMedExtendMed is a modern healthcare engagement platform transforming how life sciences organizations connect, educate, and collaborate with key stakeholders across the product lifecycle. From virtual advisory boards to speaker programs and patient community initiatives, our platform powers high-impact, compliant, insight-driven engagements—all in one centralized, tech-enabled environment.We partner closely with emerging and mid-size pharmaceutical and biotech companies to deliver customized, technology-forward solutions supported by a high-touch service model. As we scale, we’re building the next generation of medical engagement technology—and we’re looking for proactive, tech-savvy leaders to help shape that future.About the RoleWe’re seeking a Director of Operations to build, lead, and optimize the operational backbone of ExtendMed. This senior leader will shape how we deliver high-quality, compliant, and scalable engagements for our life-sciences customers.You will own operational strategy, process architecture, systems implementation (including customer ticketing and billing workflows), workforce planning, and direct management of our Program Manager (PM) team. This is a hands-on strategic role for a leader who excels at building systems, improving efficiency, and guiding teams through growth.What You’ll LeadOperational Strategy & Leadership• Define and execute ExtendMed’s operational framework to support company growth and service excellence.• Build scalable workflows, KPIs, and operational dashboards that improve decision-making.• Provide day-to-day leadership that reflects ExtendMed’s mission, values, and commitment to high-touch service.Process Design & Quality Assurance• Architect and maintain SOPs, workflow documentation, and cross-functional operating procedures.• Standardize delivery processes across the Program Manager team.• Ensure operational compliance and quality across all client-facing work.Ticketing System Ownership• Lead the selection, configuration, rollout, and governance of a customer support/ticketing system.• Define SLAs, escalation paths, and reporting for operational visibility and rapid issue resolution.Billing Operations & Financial Alignment• Oversee billing accuracy, workflow integration, and forecasting needs across accounts.• Partner with Finance to support profitability, cash flow, and operational planning.People Leadership: Program Manager Team• Directly manage, develop, and inspire the Program Manager (PM) team.• Set performance expectations, provide coaching, and create a success-oriented culture.• Support PMs in translating client business requirements into developer-ready user stories.Cross-Functional Collaboration• Partner with Development to ensure technical execution aligns with client requirements.• Align closely with Sales and Client Strategy to forecast resource needs and workflow capacity.• Represent Operations in planning, executive meetings, and client escalations.What You Bring• 8–12+ years in operations, program management, or service delivery roles—ideally within SaaS, healthcare, or life sciences.• Leadership experience managing cross-functional teams and operational change.• Expertise in process documentation, workflow design, and systems implementation.• Strong financial acumen and experience overseeing billing or project financials.• Exceptional communication skills and ability to influence across technical and non-technical teams.Why Join ExtendMed• High-impact leadership role shaping the future of a mission-driven healthcare engagement company.• A tight-knit team of smart, positive problem-solvers.• Opportunity to architect scalable solutions in a growing, client-centric organization.• Friendly work environment, competitive benefits, and a central Evanston location.ContactAmy Ravi, CEOaravi@extendmed.comwww.extendmed.com