Chief of Staff

Job Description

Job Description

Role Overview

The Chief of Staff, Operations is a hands-on leader who works directly alongside CMC's executive and operational leadership to strengthen customer relationships, improve service delivery, and drive performance across our markets.

This is not a traditional desk-based Chief of Staff role. You will work closely with Regional Directors, spend time onsite in our markets, engage with customers and frontline teams, and step into high-priority situations where additional leadership is needed. A key part of this role is ensuring that our operations consistently support an excellent experience for the customers, partners, and communities we serve.

The ideal candidate comes from a high-growth startup, consulting, healthcare operations, customer success, or similarly fast-paced environment and is comfortable moving between customer strategy, operational problem-solving, and hands-on execution.

Key Responsibilities

• Partner with executive and operational leadership to improve customer experience, service delivery, and day-to-day business performance
• Build strong relationships with key customers and partners, understanding their needs, challenges, and opportunities for CMC to better support them
• Work alongside Regional Directors to strengthen customer relationships and ensure consistent execution across markets
• Spend time onsite with customers, markets, and frontline teams to understand challenges firsthand and turn feedback into action
• Step into regional leadership or customer-facing situations when additional support, problem-solving, or escalation management is needed
• Troubleshoot operational issues across staffing, scheduling, service delivery, and field execution that may impact the customer experience
• Lead high-priority customer and operational initiatives from problem identification through implementation
• Translate customer feedback and operational insights into scalable processes, playbooks, systems, and workflows
• Use customer, operational, and financial KPIs to identify performance gaps and drive accountability
• Identify successful practices across markets and scale those learnings throughout CMC
• Support new customer implementations, market launches, growth initiatives, and periods of operational change
• Serve as a flexible leader wherever the business or our customers have the greatest need

Success Metrics

Success in this role will be reflected in:

• Customer satisfaction, retention, and strength of key relationships
• Consistency and reliability of service delivery
• Regional operational performance and stability
• Speed and effectiveness of customer and operational issue resolution
• Successful execution of key customer and operational initiatives
• Improvement in core workflows and performance KPIs
• Successful adoption of improvements across markets

What You Bring

• 5–10 years of experience in operations, consulting, healthcare, customer success, strategy, or a high-growth startup environment
• Strong customer instincts and an ability to build trusted relationships with senior stakeholders
• A customer-first mindset with the ability to balance customer needs with operational realities
• Strong operational instincts and a willingness to get into the details
• Ability to quickly diagnose complex problems and turn them into clear, practical action
• Strong analytical skills and comfort using customer, operational, and financial KPIs
• Ability to lead and influence across teams without always having direct authority
• Excellent communication skills across customers, executives, Regional Directors, and frontline teams
• Comfortable navigating escalations and high-pressure situations with professionalism and ownership
• Comfortable working in a fast-moving, high-accountability environment
• Willingness to travel regularly and work onsite within CMC markets and customer locations
• Healthcare, PACE, multi-site operations, customer success, logistics, or mobile services experience is a plus

Who Thrives Here

You'll thrive in this role if you want to be close to both the customer and the operation. You are someone who can sit down with a customer, understand what matters most to them, and then work directly with internal teams to make it happen.

You can walk into an unfamiliar market or challenging customer situation, quickly understand what is happening, build trust, and take ownership of moving things forward. You are equally comfortable working alongside executives, customers, Regional Directors, and frontline teams and want broad exposure to building and scaling a growing national healthcare organization without losing sight of the people and partners we serve.