Job Description

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developingour 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:

• Impact
• Community
• Growth
• Excellence

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, Primary Care Operations

Dialogue is redefining access to care across Canada — and Primary Care is at the core of that mission. Delivering fast, high-quality care at scale requires strong operational leadership. That’s where you come in.

Reporting to Dayna Murray, Vice President of Primary Care Operations, you will own the performance, quality, and delivery of our national primary care programs, including Primary Care, Women’s Health, and Medical Second Opinion.

You will lead a multidisciplinary team of 300+ healthcare professionals (Physicians, Nurse Practitioners, Nurses, and Care Coordinators), ensuring exceptional member experience and safe, efficient 24/7 virtual care delivery.

This is a high-impact role at the intersection of operations, people leadership, and strategy.

What you'll be doing

• Own operating & financial performance
• • Drive performance across key metrics: member experience (MX), cost-to-serve, utilization, service levels, and retention
  • Manage operating and scheduling budgets, optimizing resources for efficiency and quality
  • Monitor performance and take action to continuously improve outcomes
• Lead people & performance at scale
• • Lead and develop a national team of 300+ healthcare professionals
  • Oversee hiring, onboarding, performance management, and ongoing development
  • Build a high-performance, member-centric culture grounded in clinical excellence
  • Drive engagement and retention in a competitive clinician market
  • Represent the voice of frontline teams in shaping workflows, tools, and processes
• Partner cross-functionally
• • Collaborate with Workforce Management on forecasting, scheduling, and capacity planning
  • Partner with Clinical Quality to uphold safety and clinical standards
  • Work with Member Experience to deliver seamless, high-quality care journeys
  • Align with Finance on budgets, forecasting, and performance tracking
  • Partner with Product & Technology to improve platform experience and tools
  • Work with People & Culture to attract, develop, and retain talent
• Drive strategy, growth & innovation
• • Translate insights into actionable improvements and strategic initiatives
  • Lead the launch of new services and operational enhancements
  • Drive change management across teams and programs
  • Scale teams and operations in line with business growth while maintaining quality
    
    

We'd love to hear from you if you have

• 10+ years of experience in operations management, healthcare delivery, or a related field, including 5+ years leading teams
• Proven success running KPI-driven operations and consistently delivering against targets
• Experience hiring and managing performance of large, multidisciplinary teams
• Strong analytical and financial acumen, with ability to build business cases and drive data-informed decisions
• Ability to communicate effectively with senior leadership, translating complex operational and clinical information into clear, actionable insights
• Deep ownership mindset and subject matter expertise in your domain
• Strong cross-functional collaborator with a track record of building effective partnerships
• Continuous improvement mindset with demonstrated impact on operational KPIs (e.g., efficiency, quality, cost, experience)
• Experience in change management and process design, scaling complex operations into structured, repeatable systems
• Thrives in fast-paced, high-growth environments with ambiguity and shifting priorities

Nice to have

• Clinical operations experience in virtual care or multi-site healthcare environments
• Experience managing licensed healthcare professionals or regulated workforces
• Familiarity with Canadian clinical quality standards and provincial regulatory frameworks for primary care providers

Please note that as we serve customers across Canada, bilingualism is essential for this position You will 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 family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal office, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up