Director of Directory Operations & Service Excellence

Job description:

Wellist is seeking a hands-on and execution-focused Director of Directory Operations & Service Excellence to manage the day-to-day operations of our Community Resource Directory—the engine behind our ability to deliver personalized, high-impact support to patients, families, and employees. This role is ideal for someone who thrives in a fast-paced, mission-driven environment and enjoys optimizing processes, leading teams, and collaborating cross-functionally to deliver quality at scale.

You will oversee the full operational workflow of our directory—from vendor onboarding to verification—ensuring accuracy, usability, and performance. You’ll manage internal contact center agents and coordinate with external contractors, drive ongoing process improvements, and support product and client initiatives through close collaboration with our engineering and client delivery teams.

Who You Are:

• Self-Starter Mentality: You take initiative and drive outcomes without waiting for direction.
• Detail-Orientation: You maintain high standards across data, documentation, and workflows.
• Clear Communicator: You can coach, delegate, and collaborate effectively.
• Team Leadership: Manage the day-to-day operations of the team responsible for maintaining the accuracy and performance of our directory content.
• Tech-Forward Problem Solver: You spot inefficiencies and lead structured improvements.You bring a strong understanding of technical workflows and are comfortable managing cross-functional teams that include engineers, analysts, and data specialists. You won’t be writing code daily but you’re fluent in the language of technical teams and experienced in scoping and troubleshooting data-related processes. You’ve partnered on initiatives involving data pipelines, business intelligence tools, or scripting/scraping workflows, and you know how to translate business needs into actionable technical requirements. You value quality, reliability, and on-time delivery—and know how to drive those outcomes in a technical environment.

Key Responsibilities

Ensure Directory Accuracy & Integrity

• Own the quality and reliability of the Wellist Community Resource Directory.
• Lead the end-to-end quality and operational integrity of the Wellist Community Resource Directory. You’ll ensure vendor data is complete, current, and verified, while proactively identifying and addressing data gaps, duplication, and inconsistencies to support seamless platform functionality.
  • Oversee the verification and re-verification of vendor listings via phone and email.
  • Identify and resolve missing, outdated, or duplicate records.
• Manage data exports and integrations across internal platforms. Manage and optimize data exports and integrations across internal systems, collaborating with Product, Engineering, and other departments to ensure data flows are accurate, timely, and aligned with business needs.
  • Oversee the implementation and maintenance of key workflows and systems supporting the directory and contact center.

Optimize Tagging & Search-ability

• Ensure accurate tagging of vendors across relevant service categories.
  • Oversee the accurate tagging of vendors across structured service categories, maintaining taxonomy integrity and enabling scalable, high-quality directory navigation.
• Collaborate with Product and Engineering to refine tagging tools and workflows.
  • Ensure accurate and consistent vendor tagging across service categories in alignment with evolving taxonomy standards; collaborate with Product and Engineering to enhance tagging logic and platform usability.

Lead & Develop the Directory Team

• Manage a distributed team of U.S.-based call agents and India-based contractors.
• Align internal resources to meet project timelines and quality expectations.
• Establish and manage call quality review systems, monitor team performance, and deliver structured coaching and training to ensure consistency and excellence.
• Provide coaching and performance oversight to ensure SLA and quality benchmarks are met.
• Deliver training to improve performance, professionalism, and efficiency.

 Drive Process Improvement & Operational Excellence

• Serve as the operational lead for all directory workflows and deliverables.
• Track KPIs related to data quality, call efficiency, and directory usability.
• Identify bottlenecks and lead structured process improvements.
• Maintain and improve SOPs to ensure consistency and scalability.

 Partner with Technical Teams & Leverage/Operationalize Data

• Work with engineering and data teams to troubleshoot technical issues and improve system reliability.
• Support and optimize data automation efforts - such as scraping, and data enrichment
• Leverage systems such as AWS Connect, dialer tools, and campaign infrastructure to support team efficiency.
• Help translate business intelligence goals and data quality KPIs into clear, actionable workflows, ensuring the team is aligned on priorities and measurable outcomes. 
• Ensure that all technical operations are strategically aligned with the broader directory vision, delivery timelines, and client expectations.

Experience required:

• Bachelor’s degree in Operations, Data Management, Engineering, or a related field.
• 7+ years in operations, project management, or data-focused leadership roles.
• Experience managing hybrid/onshore-offshore teams.
• Comfortable working with CRM systems, data management tools, and reporting platforms.

About Wellist:

Wellist is a mission-driven digital health company leading the way in revolutionizing how employers enhance employee well-being while reducing costs. Our innovative solution delivers the “right resources at the right time,” using a precision resource-matching platform, targeted activation campaigns, and employee-driven data. By simplifying benefits access and amplifying value from existing benefits partners, we help organizations improve employee outcomes and achieve significant cost reductions. 

Wellist’s outstanding contributions have been recognized by organizations including Fast Company (Most Innovative Companies 2024 - Human Resources), MassTLC (Most Innovative Technology of the Year), Rock Health (Top 50 in Digital Health, Diversity, Leadership), American Business Awards (Company of the Year, Silver Stevie) and BostInno (50onFire). 

Why work here:

• A meaningful mission - join a team that makes a difference for patients and families.
• Outstanding benefits - excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and a generous parental leave policy.
• Opportunities to develop your career - expand your resume with a Series A stage healthcare startup.