Director, Admissions Strategy and Operations

Charlie Health•New York, NY

2d•$151,000 - $215,000•Hybrid

About The Position

The Director of Admissions Strategy & Operations will partner closely with our VP of Admissions to drive performance, efficiency, and operational excellence across the admissions funnel. In this role, you will own strategic planning (quarterly OKRs), run the operating cadence (weekly business reviews), lead capacity planning and utilization management (staffing models, hiring targets, workload balancing), and execute special projects that improve conversion and streamline processes. Success in this role requires strong analytical ability, structured problem-solving, cross-functional leadership, exceptional communication skills, a bias for action, and a willingness to dive into both the strategic and tactical work needed to elevate admissions performance. We’re a team of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today.

Requirements

7+ years of work experience, ideally:
3-4 years in management consulting, investment banking or private equity with multiple promotions
3-4 years working in Strategy & Operations, Business Operations or General Manager roles at high growth start-ups (plus if it is health tech or marketplace business)
2+ years of direct management experience
Experience in strategic planning processes (OKRs) and running weekly/monthly business reviews
Experience running highly cross-functional projects (operations, sales or recruiting, technology)
Highly proficient in Excel/GSheets, SQL and data visualization tools (e.g., Tableau, Looker, etc.)
In-person in New York City

Responsibilities

Establish the quarterly and semi-annual planning processes for the Admissions org, including OKRs, growth targets, and initiative prioritization
Build and maintain dashboards and reporting for all core admissions KPIs (conversion, staffing levels, SLAs, productivity, etc.)
Run the weekly business review (WBR) to identify variances, root causes, and action plans
Drive cross-functional accountability for KPIs and initiatives.
Own the admissions staffing model, including forecasting demand, capacity and productivity assumptions
Define variable headcount hiring targets for Admissions Coordinators, Ops Leads, Supervisors, and related pods; provide clear inputs to Talent
Monitor and rebalance workloads to ensure optimal coverage across days, shifts, and states
Build the reporting and analytics infrastructure to support monthly and quarterly performance reviews for frontline admissions staff
Partner with Ops Leads to define performance standards, expected ramp curves, and productivity targets
Create and refine templates, scorecards, and documentation that support consistent, transparent performance management
Identify performance trends and propose coaching or workflow interventions
Lead cross-functional, highly analytical initiatives to unlock improvements in conversion, speed-to-admission, and team efficiency
Drive step-change improvements in processes that sit between multiple teams responsible for client acquisition and intake
Serve as project lead for systems improvements, product changes, tooling upgrades (CRM, dashboards), and operational experiments.
Own business cases, ROI modeling, and implementation plans for all strategic initiatives