Director of Virtual Care Operations, K Health

• 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
• 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

Desirable

• 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
• 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
• 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