Director of Operations - Pooled Income Trust

Reports To: Chief Operating Officer (COO)

Position Type: Full-Time

Location: Lakewood, NJ (100% On-Site)

Compensation: $125,000 – $180,000

A rapidly scaling healthcare and financial advocacy organization is seeking an experienced, analytical, and process-driven Director of Operations to lead its pooled income trust program.

This program serves Medicaid recipients who exceed standard income eligibility limits, enabling participants to safeguard critical healthcare coverage by depositing surplus monthly income into a qualified pooled trust utilized for approved living expenses.

Reporting directly to the Chief Operating Officer, the Director of Operations will maintain complete operational, financial, and regulatory accountability across the full participant lifecycle—from initial intake and enrollment to ongoing trust administration, bill pay, and multi-state compliance. The ideal candidate pairs operational rigor and financial discipline with a strong systems mindset, scaling operational workflows while upholding the fiduciary and medical sensitivities inherent to Medicaid populations.

• Direct daily operations across Intake, Enrollment, Case Management, and Account Administration teams.
• Design, standardize, and scale robust operational workflows capable of supporting multi-state expansion.
• Establish and monitor departmental KPIs and service level agreements (SLAs) to measure turnaround times, throughput, and service quality.
• Drive continuous process improvement, workflow automation, and operational efficiency to eliminate bottlenecks.
• Oversee trust account administration, transactional workflows, contribution tracking, and disbursement verification.
• Ensure strict adherence to financial controls, reconciliation accuracy, and risk mitigation protocols across all participant accounts.
• Partner with Finance to facilitate internal and external audits, financial reporting, and cash flow monitoring.
• Enforce rigorous compliance with state Medicaid spend-down guidelines regarding allowable bill-pay disbursements.
• Maintain strict adherence to state-specific Medicaid rules, trust accounting regulations, and statutory reporting across all active jurisdictions.
• Monitor evolving Medicaid policy changes across operating states to ensure proactive program alignment.
• Enforce institutional data security, client confidentiality, and HIPAA compliance across all systems and communications.
• Evaluate, optimize, and leverage trust management software, CRM platforms, and operational tools.
• Identify and implement workflow automations to improve data integrity, pipeline tracking, and reporting capabilities.
• Collaborate cross-functionally to build transparent executive dashboards and operational reporting views.
• Mentor, manage, and scale the operational team, establishing clear reporting hierarchies and performance benchmarks.
• Foster a culture of high personal accountability, service excellence, and empathy toward vulnerable populations.
• Lead workforce planning, onboarding, training, and professional development across all functional operational units.

• 7+ years of progressive operations leadership experience , ideally within financial services, healthcare administration, fiduciary services, or other highly regulated environments.
• Demonstrated financial acumen with deep comfort managing complex transactional, escrow, or trust account workflows.
• Proven track record building and standardizing multi-state operations and designing scalable processes from the ground up.
• High technological orientation , with extensive experience optimizing software, workflow automation tools, and operational databases.
• Exceptional analytical and organizational capabilities , with a data-driven approach to tracking operational efficiency and team performance.
• Executive presence and communication skills , capable of direct collaboration with executive leadership and external stakeholders.

• Direct experience with Medicaid guidelines, public benefit programs, pooled income trusts, or special needs trusts.
• Formal background in trust administration, banking operations, or fiduciary compliance.
• Working knowledge of HIPAA and healthcare privacy regulations.

• Development and deployment of standardized, scalable operational playbooks across multi-state markets.
• Quantifiable reduction in end-to-end processing times for applicant intake, enrollment, and disbursement requests.
• Flawless compliance record with zero regulatory violations or audit findings.
• High reporting transparency, data integrity, and balance reconciliation accuracy.
• Sustained team retention, engagement, and operational productivity.