Director, Operations, Pathways & Service Design
About The Position
Kii Health delivers integrated healthcare and workforce solutions across Canada and the United States. Through a national network of healthcare professionals and technology-enabled service delivery, we support organizations and their employees through Mental Health Services, Occupational Health, Disability Management, Workers' Compensation Management, Remote Patient Monitoring, Independent Medical Assessments, and related health services. Our teams are committed to delivering exceptional service, measurable outcomes, and innovative solutions that improve health outcomes, employee well-being, and workplace productivity. The Director, Operations, Pathways & Service Design will provide operational leadership across a portfolio of healthcare service programs, including Assessments, Absence Management, Occupational Health, Short-Term Disability, and WSIB-related services. This role is responsible for optimizing service delivery, improving operational performance, strengthening reporting and analytics, identifying cost-saving opportunities, and designing scalable workflows that support both client satisfaction and business growth. The successful candidate will be a highly analytical and operational leader who can move between strategy and execution. They will work closely with clinical, product, technology, finance, and client-facing teams to improve processes, reduce operational friction, and ensure services are delivered efficiently and consistently.
Requirements
- 7+ years of progressive leadership experience in healthcare operations, disability management, occupational health, assessments, insurance, case management, or a related service delivery environment.
- Experience leading complex operational functions across multiple programs or service lines.
- Strong understanding of reporting, analytics, KPI development, and operational performance management.
- Demonstrated experience improving workflows, implementing systems, and driving operational change.
- Strong business and financial acumen.
- Understanding of disability management, occupational health, WSIB, assessments, clinical case management, or related healthcare programs is strongly preferred.
- Experience with case management systems, workflow platforms, CRM systems, and reporting tools is an asset.
- Proven ability to lead cross-functional initiatives and influence stakeholders at all levels.
- Exceptional communication, presentation, and problem-solving skills.
Nice To Haves
- Understanding of disability management, occupational health, WSIB, assessments, clinical case management, or related healthcare programs is strongly preferred.
- Experience with case management systems, workflow platforms, CRM systems, and reporting tools is an asset.
Responsibilities
- Provide operational oversight across multiple healthcare service lines.
- Ensure programs are delivered in a timely, compliant, client-focused, and cost-effective manner.
- Establish clear accountability structures, escalation pathways, and performance expectations.
- Support leaders and teams in managing volumes, service levels, and operational priorities.
- Partner with clinical and operational leaders to ensure high-quality service delivery.
- Develop and enhance operational reporting, dashboards, and performance metrics.
- Monitor key indicators including service levels, turnaround times, productivity, utilization, case aging, and provider performance.
- Analyze trends and identify operational risks, bottlenecks, and improvement opportunities.
- Translate data into actionable recommendations for leadership.
- Support executive reporting and operational decision-making.
- Review existing workflows and identify opportunities to simplify, standardize, automate, and improve processes.
- Reduce administrative burden and eliminate inefficiencies across programs.
- Lead continuous improvement initiatives focused on quality, productivity, and employee experience.
- Support change management initiatives and ensure adoption of new processes and tools.
- Develop scalable operational pathways that support future growth.
- Partner with technology and product teams to improve operational systems and workflows.
- Identify opportunities to leverage automation, reporting tools, case management systems, and client-facing platforms.
- Translate operational challenges into business requirements for system enhancements.
- Support implementation, testing, optimization, training, and adoption efforts.
- Identify opportunities for cost savings, productivity gains, margin improvement, and revenue protection.
- Monitor operational drivers impacting financial performance.
- Partner with Finance and business leaders to evaluate staffing models, profitability, utilization, and service costs.
- Support business cases for operational investments and system enhancements.
- Work closely with clinical leadership, operations teams, finance, product, technology, sales, and executive leadership.
- Support client-facing teams with operational insights and service improvement initiatives.
- Ensure new services, workflows, and client requirements can be operationalized effectively and at scale.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
