Remote Senior Director, Clinician Operations & Growth

INGEPSY; Antioquia; A distancia; COP 373.680.000 - 560.521.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Fully remote—work from anywhere

Generous PTO

Health coverage for remote talents

Mentorship from global experts

Learning & Development

Descripción de la vacante

Pearl Talent is helping a US-based telehealth practice hire a Senior Director, Clinician Operations to own non-clinical operations supporting therapists from hire through onboarding, caseload growth, and offboarding. The role focuses on faster onboarding, fewer escalations, and scalable systems for 100+ clinicians as the team grows toward 300+.

The position is fully remote with EST overlap, reporting to the COO, and involves coordinating across recruiting, credentialing, intake, scheduling, and

Formación

• 7+ years of progressive operations leadership, including managing managers or multi-person operational teams
• Direct ownership of operational KPIs — service levels, resolution times, capacity planning, backlog reduction, team productivity, and retention metrics
• High-volume support operations experience covering intake and triage, escalation management, SLA management, and ticketing or workflow systems
• Documented process improvement results delivered through SOP creation, workflow redesign, and playbook development
• Workforce planning and staffing forecasting for distributed or remote operational teams
• Hands-on use of operational reporting and workflow platforms to build dashboards and KPI scorecards
• C1+ English (CEFR) for executive-level communication with US-based leadership

Responsabilidades

• Own end-to-end clinician lifecycle operations from post-hire handoff through onboarding, caseload ramp, ongoing support, and offboarding
• Reduce time-to-first-session and time-to-full-caseload through workflow redesign
• Build onboarding playbooks and SOPs that scale beyond 300 clinicians
• Partner with recruiting and credentialing on clean handoffs and readiness dates
• Run intake, triage, and escalation workflows for a high-volume clinician support function
• Set and enforce SLAs for response and resolution times
• Manage backlog and aging metrics to keep queues within target
• Resolve recurring handoff breakdowns between operations, scheduling, and clinical leadership
• Own operational KPIs including service levels, resolution times, productivity, and clinician retention
• Build and maintain scorecards for the operations team and its functions
• Run capacity planning and staffing forecasts against session volume growth
• Conduct root-cause analysis on service misses and drive corrective action
• Hire, structure, and manage the clinician operations team as it scales
• Set performance standards and run accountability cycles for direct reports and managers
• Allocate resources across support, onboarding, and lifecycle workstreams
• Standardize work inside ticketing and workflow platforms
• Build operational dashboards and reporting used by executive leadership
• Eliminate manual processes through automation and tool rollouts
• Lead UAT and change management for new systems and workflow launches

Conocimientos

Operations leadership

KPI management

High-volume support

Process improvement

Workforce planning

Executive communication

English proficiency (C1+)

Herramientas

Salesforce

Zendesk

HubSpot

Monday.com

Asana

Airtable

Looker

Power BI

Tableau

Descripción del empleo

Pearl Talent is helping a US-based telehealth practice hire a Senior Director, Clinician Operations to own non-clinical operations supporting therapists from hire through onboarding, caseload growth, and offboarding. The role focuses on faster onboarding, fewer escalations, and scalable systems for 100+ clinicians as the team grows toward 300+.

The position is fully remote with EST overlap, reporting to the COO, and involves coordinating across recruiting, credentialing, intake, scheduling, and