Vice President, Care Team Operations

Accountabilities:

• • Own the end-to-end hiring profile, recruiting benchmarks, onboarding, training, and readiness framework for multidisciplinary care-team roles, including registered nurses, medical assistants, coaches, and adjacent positions.
  • Build scalable training infrastructure that enables new hires to reach full competency and productivity within predictable timelines.
  • Maintain career ladders and leveling frameworks that support recruitment, retention, development, and progression across the care organization.
  • Own the performance-management system for Action Quality and Care Quality, including scorecards, operating cadences, reviews, coaching, audits, calibration, and escalation processes.
  • Develop manager tools and frameworks that enable frontline leaders to identify root causes, create action plans, and improve team performance.
  • Report performance trends, interventions, and quality indicators to senior leadership, connecting care-team performance to broader outcomes and medication-elimination goals.
  • Develop and maintain a demand-per-member model that accounts for differences in member complexity, needs, and required care-team effort rather than treating all members as equivalent.
  • Continuously validate workload assumptions against actual care-team time, operational data, and member outcomes.
  • Partner with Clinical Service Operations to ensure member-level demand estimates accurately inform broader staffing, capacity, and supply planning.
  • Define and maintain population-specific attributes that adjust baseline demand models for factors such as partner requirements, care models, language, acuity, and program cohorts.
  • Ensure care-team actions and population attributes aggregate accurately into the daily staffing and capacity requirements for each active program.
  • Own the design, documentation, governance, and versioning of care-team SOPs and SLAs across member-facing and administrative workflows.
  • Partner with Product and Engineering to operationalize SOPs and SLAs through workflow systems, including routing, escalation, alerting, and other algorithmic behaviors.
  • Establish governance processes with clear owners and review cycles for every SOP, SLA, and operational algorithm.
  • Ensure care-team performance, workload models, population attributes, and operating standards remain aligned as the care model evolves.
  • Drive continuous improvement across hiring, training, performance management, workforce modeling, and operational workflows, using data and technology to improve efficiency and quality.

  Requirements:

  • 10+ years of healthcare operations leadership experience, including direct management of multidisciplinary clinical teams at significant scale, ideally 250+ FTEs or 50,000+ lives.
  • 5+ years of experience within digital health organizations is strongly preferred.
  • Demonstrated ownership of performance-management systems for clinical or clinical-adjacent workforces, including metrics, scorecards, audits, calibration, and leveling frameworks.
  • Proven experience developing workload or demand models that account for differences in case or member complexity and level of effort.
  • Track record designing and governing SOPs, SLAs, and the systems or algorithms used to operationalize them, ideally within workqueue, ticketing, or clinical workflow environments.
  • Strong experience building scalable hiring and training infrastructure, including onboarding systems and clinical or coaching career ladders.
  • Financial and operational fluency, with the ability to connect care-team performance to COGS, unit economics, operational efficiency, and outcomes-contract risk.
  • Clinical literacy sufficient to credibly oversee Care Quality and clinical SOP and compliance standards; an RN or other clinical license is preferred but not required.
  • Exceptional people leadership skills, including experience managing multi-layer operational organizations and developing frontline leaders into effective managers.
  • Strong analytical and systems-thinking capabilities, with the ability to translate workforce complexity into measurable operating models.
  • Experience working cross-functionally with clinical leadership, HR, Finance, Product, Analytics, and operations teams.
  • Experience in value-based care, chronic care, metabolic health, or digital health is a plus.
  • Familiarity with workforce management, workqueue, operational workflow, or clinical workflow platforms is a plus.
  • Experience deploying AI-enabled tools such as automated audit systems, performance scoring, or AI assistants into live operational workflows is a plus.
  • Ability to independently build and work with AI development tools such as Claude is a plus.
  • Strong judgment, adaptability, and communication skills suited to a high-growth environment where operational standards and priorities evolve rapidly.
  • Must be authorized to work for any U.S. employer; visa sponsorship or transfer of sponsorship is not available for this position.

  Benefits:

  • Annual salary range of $250,000–$270,000 USD.
  • Competitive total compensation package aligned with leading technology companies.
  • Opportunity for equity participation.
  • Fully remote opportunity with a global team.
  • Unlimited vacation with manager approval.
  • 16 weeks of 100% paid parental leave for delivering parents.
  • 8 weeks of 100% paid parental leave for non-delivering parents.
  • 100% employer-sponsored healthcare, dental, and vision coverage for employees.
  • 80% healthcare, dental, and vision coverage for family members.
  • Health Savings Account and Flexible Spending Account options.
  • 401(k) retirement savings plan.
  • High degree of flexibility within a remote working environment.
  • Opportunity to influence the operating model of a rapidly scaling digital health organization and directly impact care quality and member outcomes.