Director, Virtual Care Operations (Healthcare)

TL;DR

Director, Virtual Care Operations (Healthcare): Leading and scaling healthcare operations to deliver virtual care experiences for patients and providers with an accent on Care Concierge workforce management and operational scalability. Focus on optimizing operational KPIs, improving service delivery efficiency, and managing a large cross-functional organization.

Location: Must be based in New York City (onsite 4 days a week, Mon-Thurs)

Compensation: $160,000 - $200,000 USD

Company

hirify.global is an AI-powered virtual care engine that partners with leading health systems to build and run modern primary virtual care clinics.

What you will do

• Lead day-to-day operations for the virtual care support organization, including Care Concierge and provider coordination.
• Monitor and improve operational KPIs such as SLAs, wait times, abandonment rates, and staffing efficiency.
• Partner with Workforce Management teams on staffing models, forecasting, and intraday management.
• Manage and develop a large operations organization of approximately 80 team members through managers and leads.
• Collaborate with Product and Engineering teams to improve operational tooling and automation.

Requirements

• 8+ years of operations experience, preferably in healthcare, call centers, or high-volume service environments.
• 4+ years of people management experience leading large teams through managers.
• Proven track record of managing operational KPIs and service-level metrics in fast-paced environments.
• Strong analytical skills with the ability to make data-driven decisions.
• Experience building and improving operational processes at scale.

Nice to have

• Experience in virtual care, digital health, or telehealth services.
• Experience managing call center or contact center operations.
• Familiarity with workforce management concepts (forecasting, staffing models).
• Consulting, operations strategy, or operational excellence background.

Culture & Benefits

• Hybrid work schedule with weekly lunches and stocked fridges.
• Comprehensive health, dental, and vision insurance options.
• Stock options for every full-time employee.
• Paid parental leave and 401k benefits.
• Generous time off: 18 vacation days, 9 company holidays, and sick/personal days.