Director, Operations

About Dialogue Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families. When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on: ImpactCommunityGrowthExcellence Feel like you can make a difference? Good news, we saved you a seat!  Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact mailto:accessibility@dialogue.co. Your role as Director, Operations Dialogue is redefining access to care across Canada — and Primary Care is at the core of that mission. Delivering fast, high-quality care at scale requires strong operational leadership. That’s where you come in. Reporting to Dayna Murray, Vice President of Primary Care Operations, you will own the performance, quality, and delivery of our national primary care programs, including Primary Care, Women’s Health, and Medical Second Opinion. You 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. What you'll be doing Own operating & financial performanceDrive performance across key metrics: member experience (MX), cost-to-serve, utilization, service levels, and retentionManage operating and scheduling budgets, optimizing resources for efficiency and qualityMonitor performance and take action to continuously improve outcomes Lead people & performance at scaleLead and develop a national team of 300+ healthcare professionalsOversee hiring, onboarding, performance management, and ongoing developmentBuild a high-performance, member-centric culture grounded in clinical excellenceDrive engagement and retention in a competitive clinician marketRepresent the voice of frontline teams in shaping workflows, tools, and processes Partner cross-functionallyCollaborate with Workforce Management on forecasting, scheduling, and capacity planningPartner with Clinical Quality to uphold safety and clinical standardsWork with Member Experience to deliver seamless, high-quality care journeysAlign with Finance on budgets, forecasting, and performance trackingPartner with Product & Technology to improve platform experience and toolsWork with People & Culture to attract, develop, and retain talent Drive strategy, growth & innovationTranslate insights into actionable improvements and strategic initiativesLead the launch of new services and operational enhancementsDrive change management across teams and programsScale teams and operations in line with business growth while maintaining quality  We'd love to hear from you if you have 10+ years of experience in operations management, healthcare delivery, or a related field, including 5+ years leading teamsProven success running KPI-driven operations and consistently delivering against targetsExperience hiring and managing performance of large, multidisciplinary teamsStrong analytical and financial acumen, with ability to build business cases and drive data-informed decisionsAbility to communicate effectively with senior leadership, translating complex operational and clinical information into clear, actionable insightsDeep ownership mindset and subject matter expertise in your domainStrong cross-functional collaborator with a track record of building effective partnershipsContinuous 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 systemsThrives in fast-paced, high-growth environments with ambiguity and shifting priorities Nice to have  Clinical operations experience in virtual care or multi-site healthcare environmentsExperience managing licensed healthcare professionals or regulated workforcesFamiliarity with Canadian clinical quality standards and provincial regulatory frameworks for primary care providers Please note that as we serve customers across Canada, bilingualism is essential for this position. You will be required to communicate in French and English. At Dialogue, your well-being is our priority Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits: Access to the Dialogue app and virtual mental health support for you and your familyFully funded insurance, a health spending account, dental coverage, and fitness reimbursement4 weeks vacation, 9 wellness days, and 1 volunteer dayHybrid work: 3 days/week in our Montreal office, excluding remote rolesWork abroad up to 4 weeks/yearIncentive plans, referral bonuses & RRSP matchingLearning via Coursera, external training budget & mentorshipOptional parental leave top-up  Recruitment Fraud Notice Dialogue only contacts candidates through official @dialogue.co email addresses. We never request payment, gift cards, or personal financial information at any stage of hiring, and we never extend an offer without a structured interview process. All open roles are listed exclusively athttp://dialogue.co/en/careers. If you receive a suspicious communication claiming to be from Dialogue, do not respond — report it to jobs@dialogue.co and verify the role on our official careers page. Locations: Montréal, Canada