© Planetree International Inc.

JOB DESCRIPTION

Position Title Vice President, Operations

Direct Reports Regional Directors x3 (Americas, EMEA, APAC)

Director, Marketing Director, Finance Director, Global Consulting Network (GCN) Manager, CRM & LMS

Reports To President

Employment Status Full Time, Exempt

Salary Band Vice President

Work Location Onsite / Hybrid

Travel Requirements 25% or greater as required – domestic and international

Salary $140,000 - $160,000 USD base, commensurate with experience

Commission Eligible No

Bonus Eligible Yes – based on performance goals and organizational performance

Sales Target Yes – set at the commencement of each financial year

Billing / Revenue Target Yes – set at the commencement of each financial year

Sponsorship None – candidates must have the legal right to work in the United States to be considered for this position. No visa or work sponsorship will be provided.

Relocation Yes – to be discussed with candidate as required

TO APPLY

Your application will require you to upload a CV/resume and cover letter.

Applications submitted by other means will not be accepted. If you have any questions, please email careers@planetree.org

Position Summary

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.

Success Measures

Over the first 12 – 18 months of the new Vice President Operation’s tenure, they will be expected to demonstrate achievement ofthe following goals and initiatives:

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. Establishprofessional 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.

Responsibilities

The Vice President Operations (VP) of Planetree is responsible and accountable for the operational performance of the organization, reporting to the President, and through partnership with others on Executive and Management teams. The VP works closely with the President to ensure that the strategy, plans, and operations of Planetree align with and support the strategic objectives of the organization. He/She plays a key role in strategic, programmatic, operational, and financial planning for Planetree. The VP is responsible and accountable for effective administration and leadership to support and ensure the best possible operating performance and growth of Planetree. The VP supports the development of the administrative and management skills of other Executive and Management team members, meeting regularly with them to provide guidance, help in the resolution of operational issues, and to communicate and interpret Planetree policy, objectives, and plans.

People & Leadership

Provides a strong day-to-day leadership presence within the organization, supporting a trusting, respectful, and inclusive environment and culture. Serves as strategic communicator who ensures team members are appropriately informed and engaged. Partners with the President and Executive team colleagues to support human capital planning and succession planning in support of the organization’s strategic plan. Participates in recruitment of external partners including physicians and consultants who provide services to globalclients as needed. Liaises with Griffin Health Services Human Resources team as needed for resources and support on employment, employee relations, and benefits. Serves as a key member of the Executive team, models collaboration, creative problem solving, and Planetree values.

Strategy Development & Execution

In collaboration with the President and Executive team colleagues, leads and supports 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. Serves 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, develops, implements and monitors Key Performance Indicators to measure achievement of established goals. Oversees the optimization of Planetree’s CRM platform to meet the organization’s needs in support of new business development as well as service delivery.

Strategic Resource Management

Holds overall responsibility for administrative and corporate service management of Planetree. Develops, implements, and monitors policies, procedures, and systems to ensure the achievement of Planetree’s goals for operational performance, client satisfaction, growth, and financial performance. Establishes financial plans, operating budgets, and capital budgets in collaboration with other members of the Executive team. Monitors 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.

Service Delivery & Program Evaluation

Leads the Regional Directors that oversee consultant and partner delivery teams to implement Planetree contracts in assigned regions. Reviews and informs contract pricing and terms for programs and services and supports colleagues in negotiation of same. Serves as the operational leader on the implementation launch for large, complex client engagements. Oversees the service delivery functions to assist clients/members in meeting key milestones while delivering an exceptional client experience. Ensures appropriate, on-going program evaluation of services and processes of global consulting teams.

Relationship Management

Manages, develops, and provides 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. Ensures that current, relevant, useful and engaging information is readily accessible to members though Planetree Hub Ensures that all team members lever 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.

Sales & Growth

Develops and implements a performance management system which supports and facilitates a business development culture, and individual and team accountability for business development commitments. Ensures that all team members lever the CRM platform as a tool to manage business development activity, reduce cycle time and improve results. Partners with team members in their establishment of annual Operational Plans Collaborates with the Sales and Marketing teams in the development and execution of strategies to drive growth. Closely monitors contract performance and opportunities for member/client cultivation. Oversees the sales and marketing teams in collaboration with the Regional Directors.

Board Relationships

Assists in preparation for and attends Board meetings on a routine basis. Prepares and delivers Board presentations on organizational performance and other items as requested by the President.

Teamwork & Culture

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

Critical Skills

Manage multiple stakeholder inputs and consult widely as required with Planetree team members and strategic partners Dedicated to driving positive change in healthcare Comfortable engaging in professional communication with individuals from a variety of backgrounds and cultures Flexible and able to adapt appropriately to various situations and conditions Advanced communication skills including written, verbal, and non-verbal Ability to manage projects in a single contract or complex system project Ability to think strategically and implement to realize a future transformational vision

Ideal Candidate

As a prerequisite, the ideal candidate will believe strongly in Planetree’s aspirational vision – humanizing healthcare – and its purpose – empowering people to profoundly humanize the healthcare experience for everyone, everywhere, every time. This mission-driven professional will bring demonstrated success in leading and supporting bright, talented, and highly committed team members to achieve performance excellence and drive organizational growth.

Beyond the above, it is anticipated that the background, achievements, and personal characteristics listed below will best position the hired candidate for success as the Vice President Operations of Planetree.

Minimum Competencies

Area Minimum Preferred

Education

• Master’s degree in business, healthcare administration, or similar (MBA, MHA, MPH)

Additional research, certifications, or other master’s degree(s)

Experience

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. International healthcare experience

Personal Attributes

A strategic thinker who is at the same time operationally focused, willing and able to be hands-on in the day-to-day running of the business. A highly collaborative leader with the maturity and personal confidence to tap into and leverage the experience and talent of colleagues across the organization. A bright, open-minded, life-long learner with a spirit of inquiry, respectful of all people and cultures. Possesses a deep commitment to diversity, equity and inclusion. Previous operational experience within not-for-profit organizations

Area Minimum Preferred

A leader who balances action-orientation with patience and judgement. Demonstrates a poised, confident, and engaging professional presence.

Technology

Proficient in Microsoft Office (Word, Excel, PowerPoint, OneDrive) and 365 products Proficient with Video Conferencing platforms Proficient with presentation technology requirements Advanced Skills with Video Conferencing Platforms such as Zoom, Microsoft Teams, WebEx, and/or

GoToMeeting

Proficient with Expensify Language • English proficiency – written and verbal Excellent oral and written communications skills Other foreign languages where Planetree delivers services

Performance Evaluation

Performance objectives will be established at the beginning of the team member’s period of employment. These objectives will be discussed and agreed with the team member’s direct line manager. This will form the team member’s Development & Performance Plan for the year.

Performance will be evaluated by:

Feedback on work achievements and issues by ongoing discussions and at performance evaluations Periodic external member / partner feedback on services provided Performance indicators for systems relating to the delivery of Planetree products and services Performance indicators for key areas of responsibility

Diversity Statement

Planetree is a non-profit 501 (c) 3 organization. We work in over 30 different countries, and value diversity in our work and our workplace. In our work, we promote respect, inclusion, and compassion towards all stakeholders in the healthcare enterprise. We encourage qualified candidates of any race, religion, creed, or orientation to join our mission-driven team.

Additional Information

All positions at Planetree require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Planetree, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Planetree’s employment policies. You will be notified during the hiring process which checks are required for the position.

Pay Transparency Non-Discrimination Notice – Planetree will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $140,00 to $160,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.planetree.org/privacy-policy