Director, Virtual Care Operations

About the Role:

We are looking for a Director of Virtual Care Operations to lead and scale a fast-paced healthcare operations organization focused on delivering an exceptional virtual care experience for both patients and providers.

This leader will hold broad operational accountability across our virtual care clinics, with primary focus and direct ownership of our Care Concierge workforce, a high-volume, patient-facing team responsible for helping patients navigate care, coordinating scheduling, enabling providers, and ensuring seamless virtual visits across multiple health system partners. Beyond the Concierge function, this leader will shape how the clinics operate holistically, driving consistency, quality, and scalability across the full care delivery ecosystem.

The ideal candidate is an experienced operations leader who thrives in complex environments, uses data to drive decisions, and knows how to build strong teams and scalable processes. This role requires balancing day-to-day execution with operational strategy, while maintaining a strong focus on service quality, workforce management, and patient experience.

This is a highly cross-functional role partnering closely with Product, Clinical, Workforce Management, Analytics, and external health system partners.

This role requires onsite presence in our New York City office 4 days a week (Mon - Thurs).

What You'll Do:

Operational Leadership

• Lead day-to-day operations for a large virtual care support organization, including Care Concierge, patient support workflows, and provider coordination
• Ensure patients and providers successfully connect for scheduled virtual visits with minimal friction
• Monitor and improve operational KPIs including SLAs, wait times, abandonment rates, staffing efficiency, productivity, quality, and patient experience
• Identify operational bottlenecks and implement scalable solutions to improve efficiency and service delivery
• Build operational processes that can scale across multiple partners and clinics

Workforce Management & Optimization

• Partner closely with Workforce Management teams on staffing models, forecasting, scheduling, and intraday management
• Drive continuous optimization of labor utilization and operational costs while maintaining service quality
• Use data and operational insights to make staffing and workflow recommendations
• Establish clear operational cadences, escalation pathways, and accountability structures

Team Leadership

• Lead and develop a large operations organization of approximately 80 team members through managers and team leads
• Coach and support frontline leaders in performance management, employee engagement, and team development
• Build a high-accountability, high-performance culture while maintaining strong employee experience
• Help create organizational structure and processes that support scale and growth

Cross-Functional Collaboration

• Partner with Product and Engineering teams to improve operational tooling, workflows, and automation opportunities
• Collaborate with Clinical teams to improve provider experience and operational effectiveness
• Support launches of new clinics, partners, and operational initiatives
• Communicate operational performance, risks, and recommendations clearly to senior leadership

What We're Looking For:

• 8+ years of operations experience, preferably in healthcare, call center/customer support, healthcare operations, or other high-volume service environments
• 4+ years of people management experience leading large teams through managers
• Experience managing operational KPIs and service-level metrics in a fast-paced environment
• Strong analytical and problem-solving skills with the ability to make data-driven decisions
• Experience building and improving operational processes at scale
• Excellent communication and stakeholder management skills
• Ability to operate both strategically and hands-on when needed

Bonus:

• Experience in virtual care, digital health, telehealth, healthcare services, or care navigation
• Experience managing call center or contact center operations
• Familiarity with workforce management concepts including forecasting, staffing models, scheduling, and intraday operations
• Experience working cross-functionally with Product, Engineering, Analytics, and Clinical teams
• Consulting, operations strategy, or operational excellence background is a plus, but not required

Benefits & Perks: #LI-Hybrid

• Hybrid work schedule with weekly lunches and stocked fridges
• Monthly social committees for company events
• 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
• Stock options for every full-time employee
• Paid parental leave
• 401k benefit
• Commuter Benefits
• Competitive health, dental, and vision insurance options