Director of Mental Health 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:

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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 accessibility@dialogue.co.

Your role as Director of Mental Health Operations

Reporting to Christophe Rutyna, Vice President of Mental Health Operations, you will lead a department of clinical mental health professionals and their leadership team.

This is a high-impact role at the intersection of clinical operations, people management, and business strategy. You are responsible for the day-to-day performance of our Mental Health+ and Employee Assistance Program lines — translating strategy into the operating rigour, people, and processes that deliver it. You will do it in one of the most connected, cross-functional seats in the company.

Your mandate has four dimensions to be held in balance:

Manage — the operation meets its targets every day, every week, every quarter, on every core KPIOptimize — continuous improvement is a daily discipline, not an annual projectScale — you grow the department and deliver the operational execution behind new service launches, without compromising clinical qualityAdvise & Innovate — you are the go-to operational expert on our mental health service offerings, giving the VP and senior leadership updates and recommendations to innovate and improve our services

What you'll be doing

Leadership & Organizational ImpactLead a team of 15+ managers and team leads overseeing several hundred clinicians and mental health professionals (psychologists, social workers, psychotherapists, psychoeducators, etc.)Build and sustain a high-performance culture grounded in clinical excellence, accountability, and member-centred careOwn the full performance management cycle and develop managers into strong operational leadersPartner with HR on workforce planning, engagement, and retention strategies for clinical talent Operational Leadership & Daily ManagementOwn core KPIs and delivery against targets, including:Time-to-first-appointmentSession availabilityClinician utilizationMember Experience ScoreCancellation and no-show ratesCost per episodeRun the operational cadence (dashboards, reviews, escalation paths, root-cause analysis) to identify and resolve issues quicklyEnsure operational stability under load, including staffing, queue health, incident response, and service recoveryLead capacity planning across modality, specialty, language, and province, translating demand into hiring and scheduling decisions (including employee vs contractor mix)Oversee hiring, onboarding, and ongoing training to ensure clinicians are prepared to deliver safe, high-quality care from day onePartner with Clinical Leadership to ensure all service changes meet regulatory and clinical quality requirementsContinuous Improvement, Scaling & Service InnovationDrive a continuous improvement culture focused on making services faster, better, and more cost-efficientImprove key outcomes each quarter across access to care, quality, productivity, member experience, and cost-to-serveUse data, frontline insights, and structured problem-solving to identify inefficiencies and optimize end-to-end operationsScale workforce capacity in line with growth and evolving demand across programs and regionsTranslate member, clinician, and client insights into opportunities for service innovation and improvementCo-design, launch, and scale new mental health programs and servicesLead change management and ensure successful adoption across clinical and operational teamsTrack, measure, and communicate the impact of operational and service improvementsCross-Functional Leadership & Execution AlignmentWorkforce Management : forecasting, scheduling, and capacity planning to ensure timely access to careClinical Quality : patient safety, clinical standards, and evidence-based careFinance : cost-to-serve, margin improvement, budgeting, and forecastingProduct & Technology : identifying operational friction, co-designing solutions, and validating impact post-launchPeople & Culture (HR) : talent acquisition, onboarding, retention, and leadership developmentSales : supporting solution design and identifying client-driven opportunitiesCustomer Success : managing escalations and protecting client retention through operational excellenceStrategic Leadership & Subject Matter ExpertiseBecome the internal expert on Mental Health+ and EAP programs, including structure, scope, and delivery modelProvide clear, structured operational updates and performance scorecards to senior leadershipBuild business cases and strategic recommendations to support executive decision-makingOwn annual budgeting and financial performance tracking (cost-to-serve, margin, productivity)Develop and execute quarterly operating plans aligned with company prioritiesContribute to executive-level planning and long-term strategy for Dialogue’s mental health offeringsMaintain a strong point of view on mental health trends (clinical, regulatory, technological, competitive) and proactively bring insights to leadership

We'd love to hear from you if you have

10–15 years of progressive experience in operations, healthcare, or technology-enabled industries, including at least 5+ years in senior leadership rolesProven success leading and developing high-performing teams, ideally in clinical or regulated environmentsStrong track record in talent leadership, including hiring, coaching, and retaining top performersExcellent communication and executive presence, with the ability to influence, align, and build trust across all levels of an organizationStrong cross-functional leadership experience, working effectively with teams such as Product, Technology, Go-to-Market, Finance, and HRHighly data-driven and analytical, with strong problem-solving and decision-making skillsExperience in fast-paced, high-growth environments, with the ability to navigate ambiguity and execute with urgency and ownershipStrong interest in the mental health space, with a desire to deepen expertise and act as a thought leader within the organizationAbility to work 3 days per week in our Montreal office

Please note that as we serve customers across Canada, bilingualism is essential for this position. 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 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 officeWork abroad up to 4 weeks/yearIncentive plans, referral bonuses & RRSP matchingLearning via Coursera, external training budget & mentorshipOptional parental leave top-up

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