Director of Care Delivery

Job Description:

• Own team-wide performance metrics — engagement, productivity, clinical outcomes, utilization, and client KPIs — using data to drive accountability, identify gaps, and implement improvement plans
• Translate Protocol's care model and any client or partner commitments into operational workflows, staffing models, productivity standards, and performance targets
• Build and refine processes that enable BHCMs to deliver care consistently and at scale; drive continuous improvement across workflow, automation, and operational efficiency
• Develop and maintain a quality assurance program covering care delivery, protocol adherence, and patient experience
• Oversee operational readiness for new client implementations and program expansions
• Partner with the clinical team to ensure our care model is implemented with fidelity and continuously improved based on outcomes data
• Manage operations to meet or exceed productivity, and performance targets
• Partner with Finance and the People Team to manage budgets, staffing models, and labor efficiency
• Establish workforce productivity standards, caseload models, and performance management processes that support both clinical outcomes and financial sustainability
• Monitor performance against operating plans and adjust strategy as needed — you're accountable for the numbers, not just the inputs
• Lead and develop a team of BHCMs and Lead BHCMs, providing clear direction, regular feedback, and the kind of management that drives both performance and retention
• Set and reinforce performance expectations across the team; address performance issues directly and constructively
• Build a culture that is accountable, collaborative, and mission-driven — where high performers want to stay and grow, and where leaders support their teams while holding them to outcomes
• Proactively address attrition through onboarding improvements, career pathways, manager coaching, and leadership development
• Manage hiring for the BHCM team, including defining criteria, running structured processes, and building the team Protocol needs at each stage of growth
• Partner closely with Clinical Leadership, Finance, and the leadership team to ensure care delivery performs against clinical and operational goals
• Support client and partner relationships as an operational leader — participating in performance reviews and ensuring delivery aligns with expectations and commitments
• Ensure performance and outcomes reporting is delivered accurately and on time
• Partner with the Operations team to surface operational needs and prioritize technology improvements that support the BHCM team
• Partner with Product & Engineering to surface operational needs and prioritize technology improvements that support the BHCM team

Requirements:

• 8+ years of experience in behavioral health or clinical operations, including meaningful time leading teams of care managers, care coordinators, or similar clinical staff in a virtual or hybrid environment
• Demonstrated track record of building high-performing teams — including the processes, structures, and culture that drive both outcomes and retention
• Experience managing leaders, not just individual contributors — you know how to develop Lead-level team members and hold them accountable for their own team's performance
• Strong operational and financial instincts: you can build a performance framework, manage to a budget, and translate data into clear action for your team
• Comfort working in a fast-moving, early-stage environment where the infrastructure is still being built and your scope will expand as Protocol grows
• Clear, direct communicator — with your team, with clinical and operational stakeholders, and with external partners
• Degree in counseling, social work, psychology, or a related behavioral health field preferred; equivalent experience will be considered.

Benefits:

• Health insurance
• Flexible work arrangements
• Professional development opportunities