Director, Clinical Operations

About the Director, Clinical Operations at Headspace:

Headspace’s mission is to create a world where mental health is never an obstacle. We provide on-demand access to behavioral health coaching, video therapy, video psychiatry and self-guided content that’s proven to improve symptoms of depression and anxiety. 

We are a fast-paced environment, learning and evolving quickly, so we can provide the best support possible to our members. This role requires you to be adaptable, flexible, and friendly to a growth mindset. Our culture is extremely supportive, passionate and committed. We’re willing to go above and beyond to reach our goals, to step in and help each other out across all teams, and to give and receive feedback graciously.

The Director of Clinical Operations will be supporting clinical scale by reporting into our VP of Marketplace and helping to develop and drive operational builds to improve people, process, and systems improvements across our clinical care delivery system. Through a strategic and tactical lens, you will be supporting opportunities to scale our clinical network by driving process and tooling improvements for our clinical teams.

This role is highly cross-functional and collaborative in nature, and will require close partnership with various functions across the org. In addition, a mastery of operational processes – from project management to owning KPIs, and engaging in complex problem-solving to support efficiency and scaling in a fast-growth environment.

What you will do:

• Reports to VP of Marketplace and partners with cross-functional leaders (Care Services, Operations, Product, Eng, Data, People plus others) to drive clinical operational builds
• Oversees Clinical Operations team and partners directly with our Therapy and Psychiatry leadership teams
• Provides leadership in recommending, developing, planning and implementing process and tooling improvements for clinical care delivery systems (e.g. EHR improvements, new care offerings, etc.)
• Supports analysis and gathering of clinical data (productivity metrics, no show/cancel rates, access times, etc.)
• Accountable for core clinical operational KPIs, inclusive of monitoring and responding to capacity issues
• Drives operational mechanisms to optimize provider staffing (e.g. scheduling, PTO management, cross licensing, etc.)
• Works cross-functionally w/ Product and Data teams to provide direction, feedback and insights for development of clinical and collaboration tools/systems
• Identifies and implements staffing and software solutions to support expansion and optimization of complex workflows
• May participate in the development of strategic planning for clinical care
• Support hiring for our clinical teams as needed

What you will bring:

Required Skills:

• 8+ years of deep operational experience with creating, scaling and running process improvements within high-growth, fast-paced, and high-performing telehealth businesses
• Experience leading teams, both cross-functional stakeholder leadership and direct people management
• Expertise in operational build and managing end-to-end execution of projects/programs across multiple cross-functional partners
• Strong executive communicator, partner and teammate with the ability to communicate effectively to a variety of audiences in small and large group settings
• Effective at navigating ambiguity and leading through change
• Ability to exercise strong initiative, sound judgment, discretion, and decision-making skills
• Ability to solve management issues and direct numerous and varied operations simultaneously
• Ability to set and maintain high standards of performance, hold people accountable for achieving deliverable metrics, encourage team participation, and motivate others through a shared vision
• Strong critical thinking and data-analysis skills
• Experience in provider-sensitive roles that require time-sensitive responses

Preferred Skills:

• Provider experience
• Experience with provider cross-licensure and credentialing systems

Pay & Benefits:

The base salary range for this role is determined by a number of factors, including but not limited to skills and scope required, relevant licensure and certifications, and unique relevant experience and job-related skills. The base salary range for this role is $140,040-$190,213.

At Headspace, cash salary is but one component of our Total Rewards package. We’re proud of our robust package inclusive of: base salary, stock awards, comprehensive healthcare coverage, monthly wellness s