Senior Director - Clinician Operations
New
P
Pearl TalentTelehealth
Honduras, Santo Domingo, Dominican Republic. Mexico City, Mexico City, Mexico. Antioquia, Colombia. Buenos Aires, Buenos Aires, Argentina. Central Luzon, Philippines. Central Visayas, Philippines, EST | Significant overlap with U.S. Eastern business hours (Monday–Friday)Full-TimeDirector
Salary not disclosed
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Job Details
- Languages
- C1+ English (CEFR)
- Experience
- 7+ years
- Required Skills
- Microsoft Power BISalesforceTableauHubSpotZendesk
Requirements
- 7+ years of progressive operations leadership, including managing managers or multi-person operational teams.
- Direct ownership of operational KPIs: service levels, resolution times, capacity planning, backlog reduction, team productivity, and retention metrics.
- High-volume support operations experience covering intake, triage, escalation management, SLA management, and ticketing systems.
- Documented process improvement results such as reduced onboarding time or improved service levels through SOP creation and workflow redesign.
- Experience in workforce planning and staffing forecasting for distributed operational teams.
- Hands-on use of operational reporting and workflow platforms (Salesforce, Zendesk, HubSpot, Monday.com, Asana, Airtable, Looker, Power BI, or Tableau).
- C1+ English proficiency (CEFR) for executive-level communication.
- Nice-to-have: Operations experience in healthcare, behavioral health, or telehealth.
- Nice-to-have: Experience rolling out automation or AI tools into non-technical operational workflows.
Responsibilities
- Own the end-to-end clinician journey from post-hire handoff through onboarding, caseload ramp, ongoing support, and offboarding.
- Reduce time-to-first-session and time-to-full-caseload through workflow redesign.
- Build onboarding playbooks and SOPs that hold up as headcount scales past 300.
- Run intake, triage, and escalation workflows for a high-volume clinician support function.
- Set and enforce SLAs for response and resolution times.
- Own operational KPIs including service levels, resolution times, productivity, and clinician retention.
- Run capacity planning and staffing forecasts against session volume growth.
- Hire, structure, and manage the clinician operations team as it scales.
- Standardize work inside ticketing and workflow platforms and build operational dashboards.
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