Director of Operations – Services Delivery

Company Introduction   Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.     Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.  We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”   Ω   Role Overview   Coupang Logistics Services is looking for Program Managers with a strong delivery record and proven project management experience to own strategic, tactical, cross-functional projects and programs. These roles require scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process/product changes. Cross-team coordination, project management and executive presentation skills are essential. What You Will Do  • Scope and create project plans for strategic, tactical, cross-functional projects and programs • Develop processes and coordinate execution across teams • Drive project delivery and communicate status, risks and process/product changes to senior management • Lead cross-team coordination and manage multiple competing priorities simultaneously • Design, implement, and optimize strategic initiatives • Conduct data mining and analysis to support decision making • Challenge and influence stakeholders including organization leaders • Think strategically and execute methodically in a fast-paced environment • Use analytical and quantitative skills to develop business cases backed by hard data and metrics • Clearly communicate data insights to stakeholders    Basic Qualifications   • Bachelor's degree in business, Engineering, Operations, Supply Chain, Transportation Logistics, or related field • 10+ years of experience in program management, logistics, operations, supply chain, or transportation or equivalent professional or military experience • Demonstrated experience leading and owning cross-functional programs • Extensive experience owning the design, implementation, and optimization of initiatives • Experience with data mining and data analysis • Confidence operating in a highly ambiguous and iterative business space • High attention to detail including proven ability to manage multiple, competing priorities simultaneously • Willingness to challenge and influence other stakeholders, including the organization leaders • Ability to think strategically and execute methodically, in a fast-paced environment where continuous innovation is desired • Demonstrated analytical and quantitative skills and ability to use hard data and metrics to back up assumptions and develop business cases • Ability to clearly communicate data insights to others   Preferred Qualifications  • MBA and work experience in dedicated project management • Practical application of program management methodology including PMP/Lean Six Sigma/Kaizen • Advanced knowledge of analytical tools such as SQL, Tableau, MS Excel, or Microsoft Access • Demonstrated experience communicating data insights to others, including use of data visualization tools Recruitment Process and Others   Recruitment Process   * Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer * The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances. * Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.    Details to Consider  * This job posting may be closed prior to the stated end date for application if all openings are filled. * Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process. * Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.    Privacy Notice   * Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/

DIRECTOR OF OPERATIONS & WORKFORCE MANAGEMENT About the Role FamilyWell Health is a perinatal mental health company delivering therapy, psychiatric consultation, and coaching to patients across multiple states. As we scale our clinical operations and integrate new partnership, we need an operational leader who can build and sustain the infrastructure behind our high-quality, sustainable care delivery model. The Director of Operations & Workforce Management is a senior leader who sits between strategy and execution. This role owns the operational engine of FamilyWell's clinical model: workforce capacity, provider scheduling, patient flow, data performance, and the systems that keep everything running. This role reports directly to the COO and works in close partnership across Medical Leadership, Provider Success, Clinical Operations, Provider Operations, and Product & Growth. ROLE OVERVIEW Location: Remote Department: Clinical Operations Reports to: Chief Operating Officer Job type: Full-Time Compensation: $95,000 - $130,000  KEY RESPONSIBILITIES 1. WORKFORCE PLANNING & CAPACITY MANAGEMENT * Model, maintain and update provider capacity (EHR) across all clinical roles—therapy, psychiatric consultation, coaching, and care coordination * Responsible for entering and ensuring all provider data (availability, booked appointments, credentialing status, caseload status, provider type) is accurate in all FamilyWell and related systems (EHR and Registry).   * Apply contracted hours and caseload formulas to forecast panel availability and surface shortfalls before they affect patient access * Further develop and utilize the rolling workforce plan tied to enrollment projections, patient demand, and partner volume (including new-state expansions) to ensure availability and provider utilization * Ensure Provider Operations anticipates and close staffing gaps across W2 and 1099 providers * Monitor the provider registry (matching tool), ensure accuracy across licensure, availability, panel status, and state coverage * Partner with Provider Operations to support active recruitment pipelines for therapists, psychiatric consultants, and coaches—including expansion states * Manage collaborative agreement processes for NPs operating in states requiring physician oversight 2. SCHEDULING OVERSIGHT & PROVIDER AVAILABILITY * Serve as the point person for provider onboarding, schedule development and maintenance; working with providers to set and update availability and build out schedules based on estimated caseloads.   * Own schedule management and availability optimization across all provider types and engagement models * Ensure compliance with 1099 vs. W2 classification requirements by state and proactively flag risk areas * Reduce scheduling friction through waitlist management, cancellation fill protocols, and regular availability audits * Monitor and manage patient no-show and late cancellation patterns; develop and oversee protocols to reduce lost appointment time and support patient re-engagement * Monitor and manage provider cancellations; track trends by provider, identify patterns affecting patient access, address and escalate as appropriate with clinical leads * Serve as the escalation point for scheduling conflicts and availability issues affecting patient access or provider retention 3. PRODUCTIVITY MONITORING & PERFORMANCE MANAGEMENT * Manage and report on operational KPIs: service line volume, caseload utilization, referral conversion, productivity, time to care, enrollment-to-exit ratios, no-show and cancellation rates * Build and maintain dashboards that surface operational issues such as provider productivity, patient flow, no shows, capacity constraints, staffing needs, clinical acuity changes, performance and other concerns.   * Use data to predict demand shifts and inform quarterly staffing and capacity decisions * Partner with clinical leads and Product & Growth to create and produce monthly performance summaries for both providers and leadership * Partner with the Medical Director and Clinical Operations Manager to create and implement documentation compliance standards; monitor adherence and escalate outliers in compliance, productivity, or patient outcomes 4. PATIENT FLOW & EXPERIENCE * Support optimal patient workflows: intake, scheduling, provider assignment, charges, re-engagement, and offboarding * Collaborate with the Product Manager for patient experience to design and improve patient-facing workflows, communication protocols, and continuity-of-care pathways * Monitor patient experience data (surveys, outcomes) and drive improvement plans in collaboration with clinical and product leads * Identify and resolve bottlenecks in the enrollment-to-active-care pipeline * Lead operational implementation of patient-facing initiatives such as AI-assisted intake, consent workflows, and credit card collection at intake 5. PARTNER SUCCESS & RCM INTERFACE * Serve as the clinical-operations bridge to revenue cycle management (RCM), ensuring billing workflows are operationally supported * Monitor enrollment-to-billing pipeline integrity and surface bottlenecks that affect collections 6. OPERATIONAL PROJECT MANAGEMENT * Establish and maintain standardized workflows across all clinical service lines * Own end-to-end project management for new pilots and technology implementations, including AI-assisted intake, after hours programs, EHR product enhancements and other process changes * Maintain operational playbooks and ensure cross-functional alignment across Medical Leadership, Provider Success, Clinical Operations, Provider Operations, and Product & Growth on process changes and go-live timelines QUALIFICATIONS REQUIRED * 5+ years in healthcare operations, clinical program management, or a related field * Demonstrated experience in workforce planning, capacity modeling, and scheduling management in a multi-site or multi-state environment  * Analytically driven: able to identify what data is needed, build a structure to capture it, visualize findings, and present clear recommendations.  Comfortable turning ambiguous or complex operational problems into actionable direction * Naturally inquisitive.  Asks the right questions, digs into the "why" behind the numbers, and doesn't accept incomplete information as the final answer * Proven ability to manage complex, cross-functional projects from design through implementation * Familiarity with healthcare compliance: 1099/W2 classification, credentialing, state licensure, and billing workflows * Clear communicator who can translate data and operational complexity for clinical and executive audiences   PREFERRED * Experience with BI and data visualization platforms such as Sigma, Tableau, Looker, or similar tools * Experience in behavioral health or a multi-disciplinary clinical model * Familiarity with healthcare technology systems * Experience supporting payer or partner integrations * Comfort in a high-growth startup environment where systems and structures are actively being built COMPENSATION Competitive salary commensurate with experience. Market benchmarks for this scope and level: * Compensation: $95– $130,000 * Benefits: Health, dental, vision insurance; generous PTO, 401K * Target Start: August - Sept 2026 ABOUT FAMILYWELL HEALTH FamilyWell Health is an AI-enabled mental health start-up dedicated to solving the women’s mental health crisis by seamlessly embedding high quality, equitable, & affordable mental health care into OB/Gyn practices. FamilyWell provides comprehensive virtual mental health services designed specifically for integration into women’s health practices and health systems. FamilyWell’s virtual care team model delivers evidence-based mental health support throughout the full reproductive lifecycle—from fertility through menopause—using the proven Collaborative Care Model (CoCM).   FamilyWell Health  |  Confidential  |  2026