About the Role

OpenLoop is looking for a Director of Operations, Patient Insights, Analytics and Quality to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for leading the development of patient-centric data strategies that drive experience improvements, operational efficiencies, and measurable care quality outcomes across the organization. Working in close partnership with the Director of Operations, Patient Experience & Engagement, this role will uncover meaningful insights across patient journeys, recommend data-backed improvements, and implement scalable quality management frameworks.

This leader will oversee teams focused on data analytics, quality review, patient voice capture, and compliance reporting—ensuring we deeply understand how patients interact with our platform and continuously raise the bar on service delivery.

What You'll Do

• Develop and maintain reporting frameworks that measure patient sentiment, engagement, and satisfaction across digital channels (NPS, CSAT, FCR, retention, etc.).
• Analyze structured and unstructured data (survey results, tickets, session data, etc.) to uncover experience gaps, performance trends, and unmet patient needs.
• Deliver actionable insights and recommendations to Experience, Clinical, and Product teams for improving care quality and experience outcomes.
• Design and lead a quality assurance program for patient interactions, ensuring consistency, empathy, compliance, and alignment with partner brand standards.
• Establish KPIs and SLAs across support channels and clinical handoffs to monitor efficiency, resolution accuracy, and experience quality.
• Implement regular audit and coaching processes to improve frontline performance and reduce repeat contacts.
• Create and scale a structured “Voice of the Patient” program to systematically capture and elevate patient feedback.
• Collaborate with D2C partner brands to analyze patient feedback across multiple platforms and identify common friction points or loyalty drivers.
• Partner with marketing and experience teams to close the loop with patients and demonstrate improvements based on their input.
• Partner with the Director of Operations, Patient Experience & Engagement to align operational improvements with patient insights.
• Present insights and recommendations to executive leadership and collaborate cross-functionally with Product, Clinical Operations, Engineering, and Client Success.
• Support enterprise-wide initiatives related to compliance, patient safety, accessibility, and service excellence.
• Other duties as assigned.

Who You Are

• Bachelor's Degree in Business, Communications or related field. 
• 7+ years of experience in healthcare analytics, patient experience, quality assurance, or healthcare operations roles.
• 3+ years in a leadership capacity, managing data or quality-focused teams.
• Strong familiarity with telehealth workflows, patient support operations, or D2C health product environments.
• Excellent ability to synthesize complex data into clear insights and communicate them to technical and non-technical audiences.
• A bias for action and a passion for improving the patient journey through data and accountability.