Job Title: Director, Care Team Operations
Location: Remote / In Person as possible (San Francisco Bay Area / LA / MD-VA-DC Metro)

About Frame
Frame is the first collaborative care platform for fertility and family building. We partner with healthcare providers and fertility clinics to provide holistic care, coaching, and 1:1 support for patients throughout their fertility journey.

Inspired by the founders’ own family-building experiences, Frame is building a better way — empowering patients with clarity, guidance, and compassionate support every step of the way.
We are rapidly scaling and looking for a hands-on Director of Care Team Operations to lead and optimize our coaching and care team functions, ensuring exceptional patient experience and operational excellence. This is a critical role in building and scaling the operational backbone of Frame’s coaching and care delivery.

Position Overview
The Director, Care Team Operations will lead day-to-day operations of Frame’s coaching and care teams, focusing on workflow optimization, tool management, team development, and scalable processes that drive efficiency, high-quality care and patient satisfaction.

This role works cross-functionally with coaching leadership, finance, operations, R&D and clinical teams, and is a hands-on, operationally focused director-level role, ideal for someone who thrives in a dynamic startup and wants to make a direct, measurable impact on patient care and team performance.

Key responsibilities

Care Team Operations & Workflow

• Oversee day-to-day operations of coaching and care teams, ensuring seamless scheduling, patient follow-up, and engagement through the entire care lifecycle.
• Develop, document, and optimize workflows and standard operating procedures to support efficiency, scalability, and high-quality care.
• Collaborate with coaches and leadership to identify and implement operational improvements and technology tools that enhance the member experience.

Team Management & Development

• Establish, improve, monitor and report on KPIs for team performance, patient engagement, and operational metrics.
• Collaborate with care team leadership to develop tracking, measurement and tools to support quality standards and assessment processes.
• Foster a culture of accountability, continuous improvement, and patient-first mindset.
• Support the hiring, onboarding, training, and development of coaching and care team staff members, leveraging prior experience in digital health, healthcare consulting, or clinical operations.

Cross-functional Leadership

• Partner with Finance & Ops, Clinical, and GTM teams to integrate care operations with broader organizational initiatives.
• Support operational planning for new program launches, partnerships, and scaling initiatives.
• Serve as a bridge between leadership and the coaching team to translate strategic priorities into operational execution.

Technology & Data

• Utilize Frame’s technology platforms to optimize and monitor operations, track outcomes, and identify opportunities for automation and process improvement
• Identify and leverage additional technology to support continuous improvement in efficiency, scalability and automation of processes when possible
• Develop systems and framework for care team capacity planning, utilization and workload management
• Support data collection and reporting to leadership for operational insights and resource planning.

Patient Experience & Quality

• Ensure care team operations that support exceptional patient experience, retention, and satisfaction.
• Troubleshoot operational challenges that impact member experience and collaborate with
• leadership to resolve them.

What We’re Looking For

• 3–7+ years of experience in operations, program management, or team management, ideally running or supporting care delivery, coaching, or clinical teams.
• Experience in digital health, healthcare consulting, or managing patient-facing teams in a fast-paced, high-growth environment is strongly preferred.
• Proven track record of designing workflows, implementing scalable processes, and leading high-performing teams.
• Exceptional communication and leadership skills, able to translate strategic priorities into operational execution.
• Hands-on, strategic thinker, comfortable balancing day-to-day operations with long-term planning.
• Passionate about improving patient experience in fertility, reproductive health, or broader healthcare.

Preferred Qualifications

• Prior experience running clinical, care, or coaching teams in a digital health company, or consulting for healthcare organizations on care delivery operations.
• Familiarity with technology platforms that support care delivery, patient engagement, and operational tracking.
• Strong analytical skills to measure team performance, optimize workflows, and drive operational excellence.

Why you’ll love this role at Frame

• Directly impact the lives of patients building their families.
• Lead a critical function in a rapidly scaling, mission-driven startup.
• Opportunity to shape operational strategy and grow with the company.

Frame is proud to be an equal opportunity employer. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.