Director of Virtual Care Operations

Join K Health as the Director of Virtual Care Operations, where you will lead and scale a fast-paced healthcare operations organization focused on delivering an exceptional virtual care experience for both patients and providers. You will have broad operational accountability across our virtual care clinics, with a primary focus on our Care Concierge workforce. This role requires balancing day-to-day execution with operational strategy, while maintaining a strong focus on service quality, workforce management, and patient experience. You will partner closely with Product, Clinical, Workforce Management, Analytics, and external health system partners.

• Lead and oversee day-to-day operations for a large virtual care support organization, ensuring successful connections between patients and providers for scheduled virtual visits.
• Monitor and improve operational KPIs, identify bottlenecks, and implement scalable solutions to enhance efficiency and service delivery.
• Lead and develop a large operations organization, coaching and supporting frontline leaders in performance management, employee engagement, and team development.
• The ideal candidate is an experienced operations leader who thrives in complex environments, uses data to drive decisions, and knows how to build strong teams and scalable processes
• Excellent communication and stakeholder management skills
• 4+ years of people management experience leading large teams through managers
• Ability to operate both strategically and hands-on when needed
• Experience building and improving operational processes at scale
• 8+ years of operations experience, preferably in healthcare, call center/customer support, healthcare operations, or other high-volume service environments
• Experience managing operational KPIs and service-level metrics in a fast-paced environment
• Strong analytical and problem-solving skills with the ability to make data-driven decisions
• Experience in virtual care, digital health, telehealth, healthcare services, or care navigation
• Experience managing call center or contact center operations
• Familiarity with workforce management concepts including forecasting, staffing models, scheduling, and intraday operations
• Consulting, operations strategy, or operational excellence background is a plus, but not required
• Experience working cross-functionally with Product, Engineering, Analytics, and Clinical teams