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].

Recruitment Fraud Notice

Dialogue only contacts candidates through official @dialogue.co email addresses. We never request payment, gift cards, or personal financial information at any stage of hiring, and we never extend an offer without a structured interview process. All open roles are listed exclusively at dialogue.co/en/careers. If you receive a suspicious communication claiming to be from Dialogue, do not respond — report it to <[email protected]> and verify the role on our official careers page.

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 management team.

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

What you'll be doing

• Leadership & Organizational Impact
• • Lead a team of managers and team leads overseeing several hundred clinicians and mental health professionals
  • 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 and Talent teams on workforce planning, engagement, and retention strategies for clinical talent
• Operational Leadership & Daily Management
• • Own core KPIs and delivery against targets, including:
  • • Wait times to access our services
    • Capacity to serve patient and utilization (e.g., scheduling efficiency, resource optimization)
    • Service reliability (e.g., cancellations, no-shows, continuity)
    • Member experience and service outcomes
    • Cost efficiency and cost-to-serve metrics
  • Run the operational processes to keep us on track with our objectives (dashboards, performance reviews, escalation processes, root-cause analysis)
  • Ensure stable, scalable operations under variable demand
  • Lead capacity planning across regions, modalities, and service types
  • Translate demand forecasts into staffing, scheduling, and workforce mix decisions
  • Oversee onboarding and enablement to ensure readiness at scale
  • Partner with Clinical Leadership to ensure regulatory and quality alignment for service changes
• Continuous Improvement, Scaling & Service Innovation
• • Drive operational excellence through continuous improvement and automation opportunities
  • Improve key performance outcomes across access, efficiency, experience, and cost-to-serve
  • Use data and operational insights to identify bottlenecks and unlock system-wide improvements
  • Scale operational capacity in line with business growth and demand shifts
  • Partner with Product and Technology to improve workflows, tooling, and service delivery systems
  • Lead the operational execution of new program launches and service expansions
  • Measure and communicate impact of operational improvements
• Cross-Functional Leadership & Execution Alignment
• • Workforce Management : forecasting, scheduling, and capacity planning to ensure timely access to care
  • Clinical Leadership : 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
    

We'd love to hear from you if you have

• 10–15 years of experience in operations, technology-enabled services, or complex service delivery environments
• 5+ years in senior leadership roles managing large teams including managing other managers
• Strong track record of scaling operations, systems, and teams in high-growth environments
• Experience working cross-functionally with Product, Technology, Finance, and Go-To-Market teams
• Strong analytical and data-driven decision-making skills
• Proven ability to operate in fast-paced, ambiguous environments with strong ownership
• Excellent communication and executive presence
• Interest in building and scaling technology-enabled care or service delivery systems
• Ability to work 3 days per week in our Montreal office
• Bilingual (French and English), due to pan-Canadian operations

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