Director, Community Care Operations

About the role

The Director of Community Care Operations owns the end to end operational lifecycle of virtual behavioral health service delivery across partner organizations. This leader is accountable for designing and executing the daily workflows that keep care timely, efficient, and clinically sound. They will translate strategic priorities into actionable plans for partner teams and clinicians in real time. The role requires ownership of provider and partner relationships from onboarding through maturity, ensuring alignment with Array's standards of care. They will steward financial performance, quality outcomes, and capacity planning in a dynamic virtual environment. Success in this position means balancing human centered care with rigorous operational discipline. The Director will act as a key liaison between clinical, commercial, and operational stakeholders to drive consistency and excellence.

Key facts

What you'll do

Drive provider and partner transitions while managing new and existing provider and partner relationships with precision and care.

Support the management of a large portfolio of partners by collaborating with the account management team to deeply understand program needs and the communities served.

Oversee the daily operations of services delivered by Array to ensure efficiency, effectiveness, and adherence to quality standards.

Collaborate with clinical leadership to align business operations with the delivery of high value, evidence based patient care.

Exercise P&L responsibility for the business by preparing, managing, and regularly reporting on the annual budget for active accounts including revenue, COGS, and expenses.

Continually evaluate and implement strategies that improve operational efficiencies across Array's services, business processes, and the connection between interdependent departments with senior management.

Lead people focused responsibilities including fostering employee and team development, driving performance initiatives, building and sharing best practices, providing coaching and feedback, supporting retention, and cultivating a positive, collaborative team culture.

Monitor and track clinician capacity to determine when new internal capacity through licenses and privileges or new external capacity through recruitment is required.

Collaborate with department heads across sales, recruitment, marketing, medical affairs, quality, compliance, IT, product management, and other functions to maintain aligned efforts and shared goals.

Own and manage key performance indicators and associated dashboards to track progress, identify trends, and inform decision making.

Utilize Salesforce documentation to capture utilization management, implementation adherence, and general fulfillment details for each assignment.

Facilitate a structured weekly meeting cadence focused on staffing, implementation, and operational governance reviews to ensure accountability and continuous improvement.

Translate strategic objectives into tactical plans and monitor execution against timelines, risks, and dependencies.

Serve as a flexible resource for cross functional initiatives that strengthen the virtual care model and enhance the member experience.

Requirements

Bachelor's degree required; master's preferred.

Minimum of 5 years of direct experience in healthcare operations, with at least 3 years in leadership roles.

Experience overseeing a minimum of $20M in revenue across multi site operations.

Comprehensive knowledge of behavioral health business and industry concepts and principles, with experience in CHCs, FQHCs, CMHCs, or Scheduling/Staffing preferred.

Telehealth experience strongly preferred.

Strong interpersonal and communication skills to communicate effectively with clinicians, customers, and administrative and operations team members.

Excellent analytical, problem solving, and decision making skills.

Proven experience building and implementing short and long term strategic plans to achieve measurable goals.

Experience in cross functional leadership and collaboration across departments.

Strong understanding of financial and operational management principles, including P&L management and balancing cost while sustaining high value care delivery.

Strong project management skills, with demonstrated ability to plan, execute, and close projects on time and within budget.

Ability to manage competing priorities and deadlines across fast paced, multi site operations.

High computer literacy with relevant healthcare and administrative software.

Practical notes

Some travel for annual leadership retreats, team meetings, and other company gatherings may be required.

Full-time, exempt employment.

Reports to the Chief Operations Officer.