Director of Mental Health Operations

Dialogue • Montreal, QC

17d • Hybrid

About The Position

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.

Requirements

• 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
• Bilingualism is essential for this position. You may be required to communicate in French and English.

Responsibilities

• 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
• 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
• 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
• 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
• 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

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
• Fitness reimbursement
• 4 weeks vacation
• 9 wellness days
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed