Director, HME Business Operations

Parachute Health is transforming post-acute care through the leading digital ordering platform for medical equipment and supplies. We replace the outdated, error-prone paper and fax process, which negatively impacts over 30 million patients annually, with a system that’s 10 times faster. Our platform connects a vast network of Home Medical Equipment (HME) providers, clinicians, and payors across all 50 states, ensuring millions of patients get the life-saving products they need quickly and efficiently. Join our team and make a difference in patient care. Reports to: VP, Business Operations Summary The Director, HME Business Operations, is responsible for designing, operating, and scaling the company’s revenue growth engine across Sales and Customer Success. This role owns the systems, processes, pipeline reporting, and governance that drive new bookings, customer adoption, expansion, and upsell into additional products and modules across the customer base. The Director, HME Business Operations, plays a critical role in designing, implementing, maintaining, and managing processes and systems that align and enable the company’s strategic objectives. This role partners closely with Finance, Strategy, Data/Analytics, Sales, and Customer Success leadership to ensure the company operates from a single source of truth, with high forecast accuracy, strong commercial discipline, and scalable execution. This role will focus on: Sales and Customer Success operations Team performance tracking Commercial process, systems, and governance Key Responsibilities Pipeline Performance Management Own forecast process, accuracy, and reporting cadence Partner with Sales leadership on pipeline health, deal inspection, and risk management Lead account planning processes Develop and maintain KPI dashboards across segments and roles Deliver executive-level reporting (ARR, MRR, NRR, churn, pipeline coverage, win rates) Provide actionable insights to improve productivity and conversion rates, lead actions to drive change in CS Operations. Standardize metrics definitions across the organization Sales Systems Operations Own Hubspot strategy, governance, and optimization end-to-end from sales to implementation to upsell Lead system enhancements, automation initiatives, and process redesign Ensure data hygiene integrity and reporting accuracy Stay up to date with emerging AI tools and drive their adoption within new existing systems, and amongst the end-users on the Customer Success and Operations teams Compensation Incentives Collaborate with Strategy Sales Leadership to design and administer commission plans aligned with company objectives Manage SPIFF programs and incentive tracking Partner with Finance Strategy on commission calculations and payouts Leadership Advisory Serve as a trusted advisor to sales leadership through data-driven insights Customer Outcomes, Adoption, and Team Development Own customer outcomes and adoption reporting Drive activation and behavior change: Orchestrate training, communication, and change management plans that drive user adoption and engagement across customer departments Develop and own Customer Success playbook in collaboration with Sales Leadership and strategy, including building and maintaining account planning Lifecycle Management Own Customer Lifecycle Management through Hubspot reporting, processes, and playbook development to build standardized and scalable approaches to drive customer adoption and engagement. Product Collaboration Serve as CS representative to ensure CS education and expectations are tightly aligned with Implementation Focus/Capacity and Product Roadmaps. Qualifications Experience Requirements 5–10+ years of progressive experience in Sales Operations, Project/Program Management with Sales Focus, Revenue Operations, or Commercial Operations Proven experience supporting a $50M+ SaaS organization preferred Deep knowledge of SaaS metrics (ARR, MRR, NRR, churn ... (truncated, view full listing at source)