Director of Coaching

About the Role

We are looking for a Director of Coaching who is a thought leader in behavioral health coaching, skilled people manager, and experienced in building and retaining large, distributed teams. This individual has a proven track record in developing evidence-based health education and/or behavioral health coaching programs, while successfully managing cross-functional projects in collaboration with teams across Product, Engineering, Marketing, Clinical, Care and Member Operations.

Primary responsibilities:  

Strategic Leadership and Alignment

• Collaborate with the VP of Coaching and Guided Care to drive strategic decisions for the Coaching and Guided Care functions.

• Support strategic planning efforts by establishing work plans, timelines, and objectives, while tracking progress to ensure alignment with care retention, utilization goals, and high-quality care outcomes.

• Work with the Care Delivery Leadership team to establish performance indicators and ensure coaching and care guide teams are aligned with these goals.

• Design coaching and guided care monthly/quarterly roadmaps that prioritize coach training, care quality, address member feedback, and resolve incidents or grievances, while fostering learning and growth opportunities for the teams.

• Oversee the design, implementation, and optimization of coaching programs that align with member, provider, and business needs. Ensure adherence to best practices, statewide standards, and statutory requirements while delivering technical assistance.

Quality and Risk Management

• Ensure high standards of care across Coaching and Guided Care services, leverage deep expertise in safety and risk management along with a strong understanding of regulatory standards for delivering care to youth and their families. 

• Provide consultation and guidance on safety escalations during care delivery hours.

• Investigate incidents and provide timely resolution, and proactively implement preventive measures to avoid recurrence.

• Run a consistent quality assurance process with Coach and Care Guide Managers/Sr. Managers.

• Identify and mitigate risks associated with care quality, member safety, service operations, and overall team performance.

• Foster effective communication and collaboration across multidisciplinary teams to support quality improvement efforts.

Data-Driven Decision Making

• Analyze data and key metrics to drive informed decisions that enhance coaching practices and optimize performance outcomes. 

• Clearly articulate problem statements, identify root causes, and incorporate insights and feedback from coaches, care guides, care specialists and managers to implement the right solutions.

• Track progress to ensure alignment with care retention, utilization goals, and high-quality care outcomes.

Coach Team Development and Training

• Identify training needs across the Coaching and Guided Care functions, develop high-quality training modules and presentations, and effectively facilitate live learning sessions that inspire growth and development in coaches and care guides; with emphasis on evidence-based practices, mastery of tools and systems, and relevant practical applications that enhance skills and expertise in their roles.

• Meet regularly with Coach and Care Guide Managers/Sr. Managers, share updates from the Care Delivery Leadership team, establish strong feedback loops, and ensure alignment between strategy and implementation for coach and care guide training.

• Promote a culture of continuous learning and growth by developing impactful resources, interactive workshops, and targeted training programs.

Cross-Functional Collaboration

• Build strong relationships with internal teams and external partners, collaborating with Product and Care Operations to create tools, resources, and processes that help coaches succeed (e.g., EHR and administrative tool improvements).

• Develop and effectively communicate clear process maps across the Coaching and Guided Care functions, ensuring alignment of efforts and fostering collaboration among coaches, care guides, care specialists, coach leadership, and key partners.

About You

You will thrive in this role at Brightline if you have:

• A passion for our mission to transform behavioral health for children and families.

• 10+ years of relevant functional experience (e.g., behavioral health, operations, care provider,