Your role as Vice-President, Primary Care Operations
Reporting to the Senior Vice-President of Service Operations, this role is responsible for overseeing the delivery and growth of our Primary Care program, ensuring alignment with quality, member satisfaction, and financial performance targets. The position will lead both clinical and non-clinical teams, driving operational excellence, supporting program scalability, and fostering collaboration across key corporate functions.
What you’ll be doing:
- Leading the operational activities of Dialogue's Primary Care program which include:
- Driving operational and financial performance: you will be accountable for driving results on key metrics such as patient satisfaction, team efficiency, service/response time, and cost to serve. Implementing targeted action plans to address KPIs that are off track, ensuring accountability and measurable improvement across your function.
- Designing and leading innovation within your function to allow the program to scale efficiently.
- Managing and structuring a team of 300+ health care professionals (nurses, care coordinators, physicians/nurse practitioners, and allied health professionals). This also includes overseeing hiring and performance management and employee engagement initiatives.
- Being a key stakeholder to other corporate functions to represent the interests and serve as the voice of the care team, including Product & Tech teams; Finance and Go To Market (Customer Success and Sales)
- As a member of our operations leadership team, you will contribute to the overall business growth and play a major role in shaping the long term strategy of the Primary Care program to provide optimal member and care team experience .
We'd love to hear from you if you have:
We’re looking for a strategic and execution-driven operations leader who can scale and optimize complex service delivery models while inspiring high-performing teams.You’ll thrive in this role if you have:
- 10+ years of experience driving operational excellence, scaling service delivery, and leading large, diverse teams in dynamic environments.
- Exceptional leadership, people management, and stakeholder engagement skills — ideally with experience overseeing clinical teams.
- Strong analytical acumen and a structured approach to problem-solving, with the ability to translate insights into action.
- Proven success in fast-paced, high-growth organizations; comfortable owning outcomes and operating with autonomy.
- A collaborative mindset and experience partnering with cross-functional teams including Product, Technology, Finance, and Customer Success.
- Healthcare industry experience is a strong asset. Previous experience in management consulting or business operations leadership is preferred.
- A track record of delivering results, driving change, and elevating team performance.
- A passion for healthcare, an interest in advancing virtual care, and a strong desire to have a positive impact on people's health and wellness
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 family
- Fully funded insurance, 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 or Toronto offices, 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
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:ImpactCommunityGrowthExcellenceFeel 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.
