Director, Operations

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

• Impact
• Community
• Growth
• Excellence

Feel like you can make a difference? Good news, we saved you a seat! 

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact [email protected].

Your role as Director, Operations

Reporting to Christophe Rutyna, Vice President of Mental Health Operations, you will lead a department of clinical mental health professionals and their leadership team.

This is a high-impact role at the intersection of clinical operations, people management, and business strategy. You are responsible for the day-to-day performance of our Mental Health+ and Employee Assistance Program lines — translating strategy into the operating rigour, people, and processes that deliver it. You will do it in one of the most connected, cross-functional seats in the company.

Your mandate has four dimensions to be held in balance:

• Manage — the operation meets its targets every day, every week, every quarter, on every core KPI
• Optimize — continuous improvement is a daily discipline, not an annual project
• Scale — you grow the department and deliver the operational execution behind new service launches, without compromising clinical quality
• Advise & Innovate — you are the go-to operational expert on our mental health service offerings, giving the VP and senior leadership updates and recommendations to innovate and improve our services
  

What you'll be doing

• Leadership & Organizational Impact
• • Lead a team of 15+ managers and team leads overseeing several hundred clinicians and mental health professionals (psychologists, social workers, psychotherapists, psychoeducators, etc.)
  • Build and sustain a high-performance culture grounded in clinical excellence, accountability, and member-centred care
  • Own the full performance management cycle and develop managers into strong operational leaders
  • Partner with HR on workforce planning, engagement, and retention strategies for clinical talent
• Operational Leadership & Daily Management
• • Own core KPIs and delivery against targets, including:
  • • Time-to-first-appointment
    • Session availability
    • Clinician utilization
    • Member Experience Score
    • Cancellation and no-show rates
    • Cost per episode
  • Run the operational cadence (dashboards, reviews, escalation paths, root-cause analysis) to identify and resolve issues quickly
  • Ensure operational stability under load, including staffing, queue health, incident response, and service recovery
  • Lead capacity planning across modality, specialty, language, and province, translating demand into hiring and scheduling decisions (including employee vs contractor mix)
  • Oversee hiring, onboarding, and ongoing training to ensure clinicians are prepared to deliver safe, high-quality care from day one
  • Partner with Clinical Leadership to ensure all service changes meet regulatory and clinical quality requirements
• Continuous Improvement, Scaling & Service Innovation
• • Drive a continuous improvement culture focused on making services faster, better, and more cost-efficient
  • Improve key outcomes each quarter across access to care, quality, productivity, member experience, and cost-to-serve
  • Use data, frontline insights, and structured problem-solving to identify inefficiencies and optimize end-to-end operations
  • Scale workforce capacity in line with growth and evolving demand across programs and regions
  • Translate member, clinician, and client insights into opportunities for service innovation and improvement
  • Co-design, launch, and scale new mental health programs and services
  • Lead change management and ensure successful adoption across clinical and operational teams
  • Track, measure, and communicate the impact of operational and service improvements
• Cross-Functional Leadership & Execution Alignment
• • Workforce Management : forecasting, scheduling, and capacity planning to ensure timely access to care
  • Clinical Quality : patient safety, clinical standards, and evidence-based care
  • Finance : cost-to-serve, margin improvement, budgeting, and forecasting
  • Product & Technology : identifying operational friction, co-designing solutions, and validating impact post-launch
  • People & Culture (HR) : talent acquisition, onboarding, retention, and leadership development
  • Sales : supporting solution design and identifying client-driven opportunities
  • Customer Success : managing escalations and protecting client retention through operational excellence
• Strategic Leadership & Subject Matter Expertise
• • Become the internal expert on Mental Health+ and EAP programs, including structure, scope, and delivery model
  • Provide clear, structured operational updates and performance scorecards to senior leadership
  • Build business cases and strategic recommendations to support executive decision-making
  • Own annual budgeting and financial performance tracking (cost-to-serve, margin, productivity)
  • Develop and execute quarterly operating plans aligned with company priorities
  • Contribute to executive-level planning and long-term strategy for Dialogue’s mental health offerings
  • Maintain a strong point of view on mental health trends (clinical, regulatory, technological, competitive) and proactively bring insights to leadership

We'd love to hear from you if you have

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, or a related field required
• 10–15 years of progressive experience in operations, healthcare, or technology-enabled industries, including at least 5+ years in senior leadership roles
• Proven success leading and developing high-performing teams, ideally in clinical or regulated environments
• Strong track record in talent leadership, including hiring, coaching, and retaining top performers
• Excellent communication and executive presence, with the ability to influence, align, and build trust across all levels of an organization
• Strong cross-functional leadership experience, working effectively with teams such as Product, Technology, Go-to-Market, Finance, and HR
• Highly data-driven and analytical, with strong problem-solving and decision-making skills
• Experience in fast-paced, high-growth environments, with the ability to navigate ambiguity and execute with urgency and ownership
• Strong interest in the mental health space, with a desire to deepen expertise and act as a thought leader within the organization
• Ability to work 3 days per week in our Montreal office

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal office
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up