About the Director, Clinical Operations at Headspace:

Headspace’s mission is to create a world where mental health is never an obstacle. We provide on-demand access to behavioral health coaching, video therapy, video psychiatry and self-guided content that’s proven to improve symptoms of depression and anxiety. 

We are a fast-paced environment, learning and evolving quickly, so we can provide the best support possible to our members. This role requires you to be adaptable, flexible, and friendly to a growth mindset. Our culture is extremely supportive, passionate and committed. We’re willing to go above and beyond to reach our goals, to step in and help each other out across all teams, and to give and receive feedback graciously.

The Director of Clinical Operations will be supporting clinical scale by reporting into our VP of Marketplace and helping to develop and drive operational builds to improve people, process, and systems improvements across our clinical care delivery system. Through a strategic and tactical lens, you will be supporting opportunities to scale our clinical network by driving process and tooling improvements for our clinical teams.

This role is highly cross-functional and collaborative in nature, and will require close partnership with various functions across the org. In addition, a mastery of operational processes – from project management to owning KPIs, and engaging in complex problem-solving to support efficiency and scaling in a fast-growth environment.

What you will do:

• Reports to VP of Marketplace and partners with cross-functional leaders (Care Services, Operations, Product, Eng, Data, People plus others) to drive clinical operational builds
• Oversees Clinical Operations team and partners directly with our Therapy and Psychiatry leadership teams
• Provides leadership in recommending, developing, planning and implementing process and tooling improvements for clinical care delivery systems (e.g. EHR improvements, new care offerings, etc.)
• Supports analysis and gathering of clinical data (productivity metrics, no show/cancel rates, access times, etc.)
• Accountable for core clinical operational KPIs, inclusive of monitoring and responding to capacity issues
• Drives operational mechanisms to optimize provider staffing (e.g. scheduling, PTO management, cross licensing, etc.)
• Works cross-functionally w/ Product and Data teams to provide direction, feedback and insights for development of clinical and collaboration tools/systems
• Identifies and implements staffing and software solutions to support expansion and optimization of complex workflows
• May participate in the development of strategic planning for clinical care
• Support hiring for our clinical teams as needed

What you will bring:

Required Skills:

• 8 years of deep operational experience with creating, scaling and running process improvements within high-growth, fast-paced, and high-performing telehealth businesses
• Experience leading teams, both cross-functional stakeholder leadership and direct people management
• Expertise in operational build and managing end-to-end execution of projects/programs across multiple cross-functional partners
• Strong executive communicator, partner and teammate with the ability to communicate effectively to a variety of audiences in small and large group settings
• Effective at navigating ambiguity and leading through change
• Ability to exercise strong initiative, sound judgment, discretion, and decision-making skills
• Ability to solve management issues and direct numerous and varied operations simultaneously
• Ability to set and maintain high standards of performance, hold people accountable for achieving deliverable metrics, encourage team participation, and motivate others through a shared vision
• Strong critical thinking and data-analysis skills
• Experience in provider-sensitive roles that require time-sensitive responses

Preferred Skills:

• Provider experience
• Experience with provider cross-licensure and credentialing systems

Pay & Benefits:

The base salary range for this role is determined by a number of factors, including but not limited to skills and scope required, relevant licensure and certifications, and unique relevant experience and job-related skills. The base salary range for this role is $140,040-$190,213.

At Headspace, cash salary is but one component of our Total Rewards package. We’re proud of our robust package inclusive of: base salary, stock awards, comprehensive healthcare coverage, monthly wellness stipend, retirement savings match, lifetime Headspace membership, unlimited, free mental health coaching, generous parental leave, and much more. Paid performance incentives are also included for those in eligible roles. Additional details about our Total Rewards package will be provided during the recruitment process.

How we feel about Diversity, Equity, Inclusion and Belonging:

Headspace is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. 

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace. 

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Headspace. Please inform our Talent Acquisition team by filling out this form if you need any assistance completing any forms or to otherwise participate in the application or interview process.

Headspace participates in the E-Verify Program.

Privacy Statement

All member records are protected according to ourPrivacy Policy. Further, while employees of Headspace (formerly Ginger) cannot access Headspace products/services, they will be offered benefits according to the company's benefit plan. To ensure we are adhering to best practice and ethical guidelines in the field of mental health, we take care to avoid dual relationships. A dual relationship occurs when a mental health care provider has a second, significantly different relationship with their client in addition to the traditional client-therapist relationship—including, for example, a managerial relationship.

As such, Headspace requests that individuals who have received coaching or clinical services at Headspace wait until their care with Headspace is complete before applying for a position. If someone with a Headspace account is hired for a position, please note their account will be deactivated and they will not be able to use Headspace services for the duration of their employment. 

Further, if Headspace cannot find a role that fails to resolve an ethical issue associated with a dual relationship, Headspace may need to take steps to ensure ethical obligations are being adhered to, including a delayed start date or a potential leave of absence. Such steps would be taken to protect both the former member, as well as any relevant individuals from their care team, from impairment, risk of exploitation, or harm.

For how how we will use the personal information you provide as part of the application process, please see: https://www.headspace.com/applicant-notice

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