Director, Operations in Montréal, Quebec at Dialogue

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.

Recruitment Fraud Notice

Dialogue only contacts candidates through official @dialogue.co email addresses. We never request payment, gift cards, or personal financial information at any stage of hiring, and we never extend an offer without a structured interview process. All open roles are listed exclusively at dialogue.co/en/careers. If you receive a suspicious communication claiming to be from Dialogue, do not respond — report it to and verify the role on our official careers page.

Your role as Director, Operations

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

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

What you'll be doing

Leadership & Organizational ImpactLead a team of managers and team leads overseeing several hundred clinicians and mental health professionalsBuild 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 and Talent teams on workforce planning, engagement, and retention strategies for clinical talent Operational Leadership & Daily ManagementOwn core KPIs and delivery against targets, including:Wait times to access our servicesCapacity to serve patient and utilization (e.g., scheduling efficiency, resource optimization)Service reliability (e.g., cancellations, no-shows, continuity)Member experience and service outcomesCost efficiency and cost-to-serve metricsRun the operational processes to keep us on track with our objectives (dashboards, performance reviews, escalation processes, root-cause analysis)Ensure stable, scalable operations under variable demandLead capacity planning across regions, modalities, and service typesTranslate demand forecasts into staffing, scheduling, and workforce mix decisionsOversee onboarding and enablement to ensure readiness at scalePartner with Clinical Leadership to ensure regulatory and quality alignment for service changesContinuous Improvement, Scaling & Service InnovationDrive operational excellence through continuous improvement and automation opportunitiesImprove key performance outcomes across access, efficiency, experience, and cost-to-serveUse data and operational insights to identify bottlenecks and unlock system-wide improvementsScale operational capacity in line with business growth and demand shiftsPartner with Product and Technology to improve workflows, tooling, and service delivery systemsLead the operational execution of new program launches and service expansionsMeasure and communicate impact of operational improvementsCross-Functional Leadership & Execution AlignmentWorkforce Management : forecasting, scheduling, and capacity planning to ensure timely access to careClinical Leadership : 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 excellence

We'd love to hear from you if you have

10–15 years of experience in operations, technology-enabled services, or complex service delivery environments5+ years in senior leadership roles managing large teams including managing other managersStrong track record of scaling operations, systems, and teams in high-growth environmentsExperience working cross-functionally with Product, Technology, Finance, and Go-To-Market teamsStrong analytical and data-driven decision-making skillsProven ability to operate in fast-paced, ambiguous environments with strong ownershipExcellent communication and executive presenceInterest in building and scaling technology-enabled care or service delivery systemsAbility to work 3 days per week in our Montreal officeBilingual (French and English), due to pan-Canadian operations

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