Director of Care Delivery

Protocol Behavioral Health

11d

About The Position

Protocol provides cancer-specific behavioral health treatment to patients by partnering with oncology clinics and cancer centers. Oncology patients are at heightened risk of mental health disorders and suicide, and those conditions negatively impact patient outcomes, treatment adherence, and total cost of care. Our approach is designed to meet patients where they are: emotionally, logistically, and financially. We deliver high-quality mental health support for cancer patients using the collaborative care model, integrated directly into oncology treatment centers. The team consists of experienced healthcare operators and executives who have built and scaled partnerships across behavioral health, oncology, and value-based care. We are a fast-growing, early-stage company focused on expanding access to care through strong partnerships with leading oncology providers. The Head of Care Delivery owns the performance and culture of Protocol's behavioral health care manager (BHCM) team. This is a senior operations and leadership role responsible for driving team-wide metrics, building the systems that enable consistent, high-quality care delivery, and creating the kind of environment where great BHCMs stay and grow. You'll lead a team of BHCMs and Lead BHCMs, owning everything from day-to-day performance management to longer-term operational infrastructure. You'll work closely with clinical leadership and the broader Protocol team to ensure that our care model is executed with fidelity, our patients are supported effectively, and our team is set up to scale. This role is right for a leader who is equally comfortable in the data and on the floor — someone who can read a performance dashboard, identify what's driving variance, and translate that into clear direction for their team. You care deeply about outcomes, but you also understand that retention starts with culture, and you lead accordingly.

Requirements

8+ years of experience in behavioral health or clinical operations, including meaningful time leading teams of care managers, care coordinators, or similar clinical staff in a virtual or hybrid environment
Demonstrated track record of building high-performing teams — including the processes, structures, and culture that drive both outcomes and retention
Experience managing leaders, not just individual contributors — you know how to develop Lead-level team members and hold them accountable for their own team's performance
Strong operational and financial instincts: you can build a performance framework, manage to a budget, and translate data into clear action for your team
Comfort working in a fast-moving, early-stage environment where the infrastructure is still being built and your scope will expand as Protocol grows
Clear, direct communicator — with your team, with clinical and operational stakeholders, and with external partners
Degree in counseling, social work, psychology, or a related behavioral health field preferred; equivalent experience will be considered

Nice To Haves

Experience with collaborative care (CoCM), integrated behavioral health, or similar value-based care models
Background in oncology, primary care, or specialty care settings
Familiarity with measurement-based care and clinical quality metrics
Experience scaling care teams in a high-growth or startup healthcare environment

Responsibilities

Own team-wide performance metrics — engagement, productivity, clinical outcomes, utilization, and client KPIs — using data to drive accountability, identify gaps, and implement improvement plans
Translate Protocol's care model and any client or partner commitments into operational workflows, staffing models, productivity standards, and performance targets
Build and refine processes that enable BHCMs to deliver care consistently and at scale; drive continuous improvement across workflow, automation, and operational efficiency
Develop and maintain a quality assurance program covering care delivery, protocol adherence, and patient experience
Oversee operational readiness for new client implementations and program expansions
Partner with the clinical team to ensure our care model is implemented with fidelity and continuously improved based on outcomes data
Manage operations to meet or exceed productivity, and performance targets
Partner with Finance and the People Team to manage budgets, staffing models, and labor efficiency
Establish workforce productivity standards, caseload models, and performance management processes that support both clinical outcomes and financial sustainability
Monitor performance against operating plans and adjust strategy as needed — you're accountable for the numbers, not just the inputs
Lead and develop a team of BHCMs and Lead BHCMs, providing clear direction, regular feedback, and the kind of management that drives both performance and retention
Set and reinforce performance expectations across the team; address performance issues directly and constructively
Build a culture that is accountable, collaborative, and mission-driven — where high performers want to stay and grow, and where leaders support their teams while holding them to outcomes
Proactively address attrition through onboarding improvements, career pathways, manager coaching, and leadership development
Manage hiring for the BHCM team, including defining criteria, running structured processes, and building the team Protocol needs at each stage of growth
Partner closely with Clinical Leadership, Finance, and the leadership team to ensure care delivery performs against clinical and operational goals
Support client and partner relationships as an operational leader — participating in performance reviews and ensuring delivery aligns with expectations and commitments
Ensure performance and outcomes reporting is delivered accurately and on time
Partner with the Operations team to surface operational needs and prioritize technology improvements that support the BHCM team
Partner with Product & Engineering to surface operational needs and prioritize technology improvements that support the BHCM team