Customer Success jobs in Italy

Your role as Vice-President, Primary Care Operations

Reporting to the Senior Vice-President of Service Operations, this role is responsible for overseeing the delivery and growth of our Primary Care program, ensuring alignment with quality, member satisfaction, and financial performance targets. The position will lead both clinical and non-clinical teams, driving operational excellence, supporting program scalability, and fostering collaboration across key corporate functions.

What you’ll be doing:

• Leading the operational activities of Dialogue's Primary Care program, which include:
• Driving operational and financial performance: you will be accountable for results on metrics such as patient satisfaction, team efficiency, service/response time, and cost to serve. Implementing action plans to address KPIs that are off track, ensuring accountability and measurable improvements.
• Designing and leading innovation within your function to enable efficient scaling of the program.
• Managing and structuring a team of 300+ healthcare professionals, including nurses, care coordinators, physicians/nurse practitioners, and allied health professionals. Overseeing hiring, performance management, and employee engagement initiatives.
• Being a key stakeholder to other corporate functions, representing the interests and voice of the care team, including Product & Tech teams, Finance, and Go To Market (Customer Success and Sales).
• Contributing to the overall business growth and shaping the long-term strategy of the Primary Care program as a member of our operations leadership team, to enhance member and care team experience.

We'd love to hear from you if you have:

We’re seeking a strategic, execution-driven operations leader capable of scaling and optimizing complex service delivery models while inspiring high-performing teams.

You’ll thrive if you have:

• 10+ years of experience in driving operational excellence, scaling service delivery, and leading large, diverse teams in dynamic environments.
• Exceptional leadership, people management, and stakeholder engagement skills, ideally with experience overseeing clinical teams.
• Strong analytical skills and a structured problem-solving approach, with the ability to translate insights into action.
• Proven success in fast-paced, high-growth organizations; comfortable owning outcomes and working autonomously.
• A collaborative mindset with experience partnering across functions such as Product, Technology, Finance, and Customer Success.
• Healthcare industry experience is a strong asset; previous experience in management consulting or business operations leadership is preferred.
• A track record of delivering results, driving change, and elevating team performance.
• A passion for healthcare, an interest in virtual care, and a desire to positively impact health and wellness.

Please note that as we serve customers across Canada, bilingualism is essential. You may 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 benefits such as:

• Access to the Dialogue app and virtual mental health support
• Fully funded insurance, health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses, and RRSP matching
• Learning opportunities via Coursera, external training budgets, and mentorship
• Optional parental leave top-up

About Dialogue

Dialogue is Canada's leading virtual care provider. We develop our Integrated Health Platform to offer exceptional online health and wellness programs, including primary care, mental health, iCBT, EAP, and wellness services, to organizations aiming to improve employee and family well-being.

We set high standards in our work, transforming health and helping millions improve their well-being. We believe that great people prioritize:

Impact

Community

Growth

If you feel you can make a difference, we invite you to apply!

Come as you are. As a proud equal-opportunity employer, Dialogue is committed to creating a diverse and inclusive workplace. Qualified applicants will be considered regardless of citizenship, ethnicity, race, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. If you require accommodations, please contact accessibility@dialogue.co.

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We invite you to complete this optional diversity survey to help us evaluate our inclusion efforts. Participation is voluntary and anonymous, and will not affect your application. For questions, contact jobs@dialogue.co.