Director, Admissions Strategy and Operations

About the role

The Director of Admissions Strategy & Operations will partner closely with our VP of Admissions to drive performance, efficiency, and operational excellence across the admissions funnel. In this role, you will own strategic planning (quarterly OKRs), run the operating cadence (weekly business reviews), lead capacity planning and utilization management (staffing models, hiring targets, workload balancing), and execute special projects that improve conversion and streamline processes.

Responsibilities

• Planning & Operating Cadence
  • Establish the quarterly and semi-annual planning processes for the Admissions org, including OKRs, growth targets, and initiative prioritization
  • Build and maintain dashboards and reporting for all core admissions KPIs (conversion, staffing levels, SLAs, productivity, etc.)
  • Run the weekly business review (WBR) to identify variances, root causes, and action plans
  • Drive cross-functional accountability for KPIs and initiatives
• Capacity Planning & Utilization Management
  • Own the admissions staffing model, including forecasting demand, capacity and productivity assumptions
  • Define variable headcount hiring targets for Admissions Coordinators, Ops Leads, Supervisors, and related pods; provide clear inputs to Talent
  • Monitor and rebalance workloads to ensure optimal coverage across days, shifts, and states
• Performance Management
  • Build the reporting and analytics infrastructure to support monthly and quarterly performance reviews for frontline admissions staff
  • Partner with Ops Leads to define performance standards, expected ramp curves, and productivity targets
  • Create and refine templates, scorecards, and documentation that support consistent, transparent performance management
  • Identify performance trends and propose coaching or workflow interventions
• Special Projects & Strategic Initiatives
  • Lead cross-functional, highly analytical initiatives to unlock improvements in conversion, speed-to-admission, and team efficiency
  • Drive step-change improvements in processes that sit between multiple teams responsible for client acquisition and intake
  • Serve as project lead for systems improvements, product changes, tooling upgrades (CRM, dashboards), and operational experiments
  • Own business cases, ROI modeling, and implementation plans for all strategic initiatives

Requirements

• 7+ years of work experience, ideally:
• 3-4 years in management consulting, investment banking or private equity with multiple promotions
• 3-4 years working in Strategy & Operations, Business Operations or General Manager roles at high growth start-ups (plus if it is health tech or marketplace business)
• 2+ years of direct management experience
• Experience in strategic planning processes (OKRs) and running weekly/monthly business reviews
• Experience running highly cross-functional projects (operations, sales or recruiting, technology)
• Highly proficient in Excel/GSheets, SQL and data visualization tools (e.g., Tableau, Looker, etc.)

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

Pay

The total target base compensation for this role will be between $151,000 and $215,000 per year at the commencement of employment. In addition to base compensation, this role offers a target performance-based bonus. The target total cash compensation range, including potential bonus, will be between $182,000 and $258,000 per year.

Schedule

Our schedule is flexible and remote-friendly. We are based in New York City.

Qualifications

We are looking for someone who is passionate about our mission and excited to make a difference in the mental health space. If you are ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you.

Skills

Strong analytical ability, structured problem-solving, cross-functional leadership, exceptional communication skills, a bias for action, and a willingness to dive into both the strategic and tactical work needed to elevate admissions performance.