Director,VirtualCareOperations

About the Role: 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. 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. 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. This role requires onsite presence in our New York City office 4 days a week (Mon - Thurs). What You’ll Do: 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 partne