Director of Operations, Fintech

Company Overview:

Wellfit Technologies is an innovative financial software company located in Irving, TX, focused on transforming the dental and medical healthcare sectors with cutting-edge payment and financial solutions. Our suite of products includes payment facilitation, recurring payments, a lending marketplace, and membership plans tailored for healthcare providers and patients alike. We take pride in a collaborative culture that encourages creativity, innovation, and continuous learning, all aimed at making a positive impact on our industry. We are committed to delivering high-quality, customer-centric solutions and fostering an environment where our team members can thrive.

Job Summary:

We are looking for a Director of Operations to oversee and optimize our operations across various functions, including customer onboarding, training, contact center management, and back-office processes. This leadership role will be responsible for ensuring smooth day-to-day operations, enhancing customer experience, and improving the efficiency of internal processes. The Director of Operations will work closely with other departments to align operational strategies with company goals while fostering a culture of continuous improvement. The ideal candidate will have extensive experience in operations management, preferably within the healthcare or financial services sector.

Key Responsibilities:

• Lead and manage the day-to-day operations of the customer onboarding, training, and support functions.

• Oversee the contact center operations, ensuring high-quality service in inbound and outbound calls, chats, and support tickets.

• Develop and implement operational strategies to improve customer experience, reduce operational costs, and increase process efficiency.

• Supervise and optimize back-office operations, including refunds, chargebacks, and returned mail processing.

• Monitor key performance indicators (KPIs) for operational success, making data-driven adjustments as needed.

• Collaborate with product, sales, and customer support teams to ensure seamless integration of operational processes.

• Train and develop team members, fostering a high-performance, customer-centric culture.

• Ensure compliance with industry regulations and internal standards, maintaining a strong focus on quality control.

• Continuously evaluate and improve the effectiveness of workflows and systems within all operational areas.

• Report on operational performance to executive leadership, providing insights and recommendations for improvements.

Requirements:

• Bachelor’s degree in business, operations management, or a related field (Master’s preferred).

• 7+ years of operations management experience, ideally in a healthcare, financial technology, or SaaS environment.

• Proven experience in managing customer support, onboarding, training, and contact center operations.

• Familiarity with healthcare-specific regulations and compliance standards (e.g., HIPAA, PCI DSS) is a plus.

• Strong analytical and problem-solving skills, with the ability to optimize processes and improve team performance.

• Excellent leadership, communication, and interpersonal skills, with a demonstrated ability to work cross-functionally.

What We Offer:

• Hybrid working model - 3 days on-site, 2 days remote

• Medical, Dental and Vision coverage

• Unlimited Paid time off with a culture to use it

• 401k matching up to 4%