Director, Primary Care Operations

Dialogue•Montreal, QC

8d•Hybrid

About The Position

Dialogue is redefining access to care across Canada, with Primary Care at the core of that mission. Delivering fast, high-quality care at scale requires strong operational leadership. Reporting to Dayna Murray, Vice President of Primary Care Operations, this role owns the performance, quality, and delivery of national primary care programs, including Primary Care, Women’s Health, and Medical Second Opinion. The Director will lead a multidisciplinary team of 300+ healthcare professionals (Physicians, Nurse Practitioners, Nurses, and Care Coordinators), ensuring exceptional member experience and safe, efficient 24/7 virtual care delivery. This is a high-impact role at the intersection of operations, people leadership, and strategy.

Requirements

10+ years of experience in operations management, healthcare delivery, or a related field, including 5+ years leading teams
Proven success running KPI-driven operations and consistently delivering against targets
Experience hiring and managing performance of large, multidisciplinary teams
Strong analytical and financial acumen, with ability to build business cases and drive data-informed decisions
Ability to communicate effectively with senior leadership, translating complex operational and clinical information into clear, actionable insights
Deep ownership mindset and subject matter expertise in your domain
Strong cross-functional collaborator with a track record of building effective partnerships
Continuous improvement mindset with demonstrated impact on operational KPIs (e.g., efficiency, quality, cost, experience)
Experience in change management and process design, scaling complex operations into structured, repeatable systems
Thrives in fast-paced, high-growth environments with ambiguity and shifting priorities
Bilingualism is essential for this position, requiring communication in French and English

Nice To Haves

Clinical operations experience in virtual care or multi-site healthcare environments
Experience managing licensed healthcare professionals or regulated workforces
Familiarity with Canadian clinical quality standards and provincial regulatory frameworks for primary care providers

Responsibilities

Own operating & financial performance
Drive performance across key metrics: member experience (MX), cost-to-serve, utilization, service levels, and retention
Manage operating and scheduling budgets, optimizing resources for efficiency and quality
Monitor performance and take action to continuously improve outcomes
Lead and develop a national team of 300+ healthcare professionals
Oversee hiring, onboarding, performance management, and ongoing development
Build a high-performance, member-centric culture grounded in clinical excellence
Drive engagement and retention in a competitive clinician market
Represent the voice of frontline teams in shaping workflows, tools, and processes
Collaborate with Workforce Management on forecasting, scheduling, and capacity planning
Partner with Clinical Quality to uphold safety and clinical standards
Work with Member Experience to deliver seamless, high-quality care journeys
Align with Finance on budgets, forecasting, and performance tracking
Partner with Product & Technology to improve platform experience and tools
Work with People & Culture to attract, develop, and retain talent
Translate insights into actionable improvements and strategic initiatives
Lead the launch of new services and operational enhancements
Drive change management across teams and programs
Scale teams and operations in line with business growth while maintaining quality

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, excluding remote roles
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