Director of Business Operations

About the role

The hiring organization is seeking a Director, BusinessOperations to lead workforce management for its primaryservice channel, overseeing clinician capacity, retention,utilization, and credentialing throughput. This full-time,remote role carries general-management-level ownership,directly impacting revenue, gross margin, and uniteconomics by building and scaling operational systems thatensure adequate clinician capacity and session delivery attargeted costs. Operating across Clinical, Recruiting and Credentialing,Operations, Finance, Product, Engineering, andGo-to-Market functions, this leader will influencecross-functional stakeholders, present strategic insightsto executive leadership, and optimize operationalworkflows.

Responsibilities

• Lead workforce management, including clinician capacityplanning, retention, utilization, and credentialingthroughput.
• Manage gross margin and unit economics by translatingworkforce performance into cost and margin impacts, makingtradeoffs explicit for leadership.
• Conduct operational and financial performance analyticsand root-cause investigations to evaluate performancedrivers and recommend actionable interventions.
• Direct cross-functional performance management byconverting forecasts and operational data into clearpriorities for Clinical, Recruiting and Credentialing,Operations, Finance, Product, and Go-to-Market teams.
• Oversee clinical review operations, defining workflows,throughput targets, service-level agreements (SLAs), andoperational dependencies in collaboration with clinicalleadership (clinical judgment and care quality remain withClinical).
• Drive continuous operational optimization to improveservice access, utilization, clinician retention, costefficiency, program margin, and overall scalability.
• Scale channel workforce capacity (clinicians andsessions) approximately 4x over the first 12 months.
• Achieve key performance indicators across clinicianhiring, onboarding, available appointment slots, sessionattendance, and clinical outcome metrics (such as PHQ-9and GAD-7 improvements associated with value-basedcontracts).
• Meet channel revenue and gross margin targets withtransparent visibility into underlying performancedrivers.
• Surface supply and demand gaps proactively, enablingtimely action across recruiting, credentialing, clinical,and operational teams.
• Maintain clinician utilization, retention, and workforcemix aligned with patient access goals and sound uniteconomics.
• Identify performance risks early through data, pairingroot-cause analyses with actionable recovery plans.
• Systematically simplify or automate manual processesacross operational workflows.

Requirements

• Experience in workforce or capacity planning, includingsupply and demand forecasting, distributed or contractworkforce management, or scaling service delivery teams.