Planetree Vice President, Operations

About the position

Planetree, a non-profit organization which pioneered the modern movement of patient-centered care, is seeking a talented health care leader to join our executive team as Vice President Operations. Founded by a single patient in 1978, Planetree has empowered over 9 million patients and healthcare providers to look at the care journey in a whole new way. Planetree is a consulting organization, working with healthcare provider organizations in the United States and in more than 30 countries globally to implement comprehensive person-centered models of care. Planetree is an advocacy organization, working with ministries of health and health-related NGOs around the world to promote person-centered care (PCC) as a model for improving quality of health care and services. And, through partnerships with universities in several countries, Planetree is changing the way that person-centered approaches to care are studied - and taught to future generations of healthcare professionals. Reporting to the President, the Vice President Operations is accountable for the growth, operations, and financial results of Planetree. He or she will lead and support Planetree team members in both strategic and operational decision making to accomplish the key priorities and objectives of the organization. The Vice President Operations will serve as a trusted thought partner and "second in command" to the President, enabling the Vice President Operations to learn all aspects of the organization: its business, environment, and people. This represents an exceptional opportunity for an accomplished, mission-driven, collaborative leader who is passionate about improving healthcare and creating a world where patients are respected and engaged in their care. The new Vice President Operations will join Planetree at a key time in its evolution and impact the future of this remarkable organization and the healthcare organizations it serves around the world.

Responsibilities

• Understand Planetree - Gain a deep understanding of Planetree: its history, vision, and mission; its current programs, services, client relationships and competitive environment; its operational and financial infrastructure; and its organizational culture - how decisions get made and executed.
• Internal Relationship Building - Take steps to ensure team stability and smooth leadership transition. Establish professional and personal credibility and trust with all team members at Planetree and with the governing Board. Build collaborative, effective working relationships through which to move the organization forward.
• Operational Assessment - In collaboration with the President and other members of the Executive team, review and evaluate Planetree's current and planned organizational structure, talent, resources, and systems. As appropriate, recommend and implement modifications and enhancements to optimize alignment, efficiency, and performance across the enterprise, with particular focus on opportunities to improve financial performance and support and facilitate growth both domestically and internationally.
• Establish External Visibility and Credibility - Become known to and respected by Planetree's clients, partners and affiliates nationally and internationally.
• Provide a strong day-to-day leadership presence within the organization, supporting a trusting, respectful, and inclusive environment and culture.
• Serve as strategic communicator who ensures team members are appropriately informed and engaged.
• Partner with the President and Executive team colleagues to support human capital planning and succession planning in support of the organization's strategic plan.
• Participate in recruitment of external partners including physicians and consultants who provide services to global clients as needed.
• Liaise with Griffin Health Services Human Resources team as needed for resources and support on employment, employee relations, and benefits.
• Serve as a key member of the Executive team, models collaboration, creative problem solving, and Planetree values.
• In collaboration with the President and Executive team colleagues, lead and support the ongoing evaluation and refresh of the organization's strategic plan, focused on optimizing current services based on client need and market opportunity, while planning innovative new products, services, and contract models to meet the emerging needs of global clients.
• Serve as the senior leader responsible and accountable for successful strategy execution - ensuring the development and implementation of appropriate organizational structure, infrastructure, and project management tools to support achievement of organizational goals.
• In collaboration with other Executive team members, develop, implement and monitor Key Performance Indicators to measure achievement of established goals.
• Oversee the optimization of Planetree's CRM platform to meet the organization's needs in support of new business development as well as service delivery.
• Hold overall responsibility for administrative and corporate service management of Planetree. Develop, implement, and monitor policies, procedures, and systems to ensure the achievement of Planetree's goals for operational performance, client satisfaction, growth, and financial performance.
• Establish financial plans, operating budgets, and capital budgets in collaboration with other members of the Executive team. Monitor performance against same, making adjustments as needed to assure financial performance targets (such as billing and sales targets) are met.
• In collaboration with the President, build and sustain a culture of stewardship which is evidenced by financial discipline and accountability across the organization. On an ongoing basis, engage team members in identifying opportunities to streamline operations, focus resources where they are needed most, and enable revenue growth in alignment with budgeted financial performance.
• Provide direct oversight for the finance and technology functions of the organization, ensuring adequate resources are in place to streamline operations and provide industry leading customer service.
• Lead the Regional Directors that oversee consultant and partner delivery teams to implement Planetree contracts in assigned regions. Review and inform contract pricing and terms for programs and services and support colleagues in negotiation of same.
• Serve as the operational leader on the implementation launch for large, complex client engagements.
• Oversee the service delivery functions to assist clients/members in meeting key milestones while delivering an exceptional client experience.
• Ensure appropriate, on-going program evaluation of services and processes of global consulting teams.
• Manage, develop, and provide guidance to consulting team members to focus on long-term relationships with C-Suite leaders, Program Administrators and Providers in all client organizations.
• Provide strategic guidance to the Consulting and Product Development teams on critical communication with clients/members/pipeline and uses information attained to continuously improve products and services.
• Ensure that current, relevant, useful and engaging information is readily accessible to members through Planetree Hub.
• Ensure that all team members leverage Planetree's CRM platform fully by recording client service delivery and activities on a consistent and timely basis, in accordance with organizational policies and procedures; coordinate training and support services for this as needed.
• Develop and implement a performance management system which supports and facilitates a business development culture, and individual and team accountability for business development commitments. Ensure that all team members leverage the CRM platform as a tool to manage business development activity, reduce cycle time and improve results.
• Partner with team members in their establishment of annual Operational Plans.
• Collaborate with the Sales and Marketing teams in the development and execution of strategies to drive growth.
• Closely monitor contract performance and opportunities for member/client cultivation.
• Oversee the sales and marketing teams in collaboration with the Regional Directors.
• Assist in preparation for and attend Board meetings on a routine basis. Prepare and deliver Board presentations on organizational performance and other items as requested by the President.
• Contribute to annual team operational plan aligned to Planetree's strategic plan and roadmap.
• Work internally as a collaborative team member to meet the goals of Planetree.
• Contribute to Planetree's organizational learning by bringing field experiences to drive innovation.
• Complete mandatory training as required.
• Live and uphold the Planetree Mission, Vision, and Values.

Requirements

• Master's degree in business, healthcare administration, or similar (MBA, MHA, MPH).
• Proven track record of at least 10 years of operational experience in healthcare or related industries.
• Demonstrated experience of at least 5 years in B2B, B2C, and healthcare related service delivery.
• Experience leading client service delivery of professional service solutions.
• Global sales and business development experience.
• Experience scaling and streamlining systems and solutions to enable organizational growth.
• Experience leading remote teams across multiple time zones and cultures.
• Experience working with clients and other constituents internationally.
• History of effectively managing multiple competing responsibilities with the ability to prioritize and drive critical business objectives.
• Demonstrated analytical skills and ability to think strategically and solve problems.
• Strong project management skills.
• Possess contemporary knowledge regarding health services delivery across the continuum of care, with a solid understanding of healthcare operations.
• Strong business and financial acumen with knowledge and skills in strategic and business planning, budgeting, financial analysis and reporting, and information systems.
• Excellent interpersonal skills, with demonstrated ability to build and leverage strong relationships with diverse stakeholders both internal and external.
• Skilled at coaching, developing, and managing both early-career and seasoned professionals.

Nice-to-haves

• Additional research, certifications, or other master's degree(s).
• International healthcare experience.
• Previous operational experience within not-for-profit organizations.

Benefits

• Relocation assistance to be discussed with candidate as required.
• Bonus eligible based on performance goals and organizational performance.