Director, Care Operations - Hybrid/Boston, MA at Brook Inc

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

190000.0

Posted On

25 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Care Operations Leadership, Scalable Operational Systems, Workforce Capacity Modeling, Performance Dashboards, Workflow Standardization, Operational Reviews, Process Improvement, Accountability Frameworks, Team Leadership, Governance Rhythms, Coaching Frameworks, Regulatory Standards, Cross-Functional Alignment, Data-Driven Leadership, Systems Thinking, Operational Integrity

Industry

Hospitals and Health Care

Description

Description About Brook Inc Brook Health delivers care beyond the walls of the doctor’s office. Brook provides people living with chronic conditions a highly personalized experience enhanced by AI and powered by mobile apps, connected devices, and a team of health coaches and clinicians. We help people achieve their long-term health goals by supporting smart, daily decisions and partnering with their primary care physicians. Our product suite includes continuous remote monitoring, population health management tools, and a CDC-approved diabetes prevention program. Brook has an intentional, user-centric culture with high expectations for delivering better health outcomes for patients, providers, and health systems. Position Summary The Director of Care Operations builds and leads the operational systems that power Brook’s remote care delivery model. Accountability includes workforce performance, throughput, documentation quality, and scalable execution across distributed care teams. Success in this role requires the ability to influence outcomes across clinical, operational, and partner teams without direct authority, aligning stakeholders around shared performance goals through trust, clarity, and operational leadership. Internally, this leader builds and scales a high-performing care operations function, strengthening Brook’s operational foundation as the company grows. Operational leadership brings structure to complexity, translates data into action, and aligns teams around predictable care delivery outcomes. Clinical standards remain owned by the CNO and nursing leadership; this role owns the operational systems, staffing models, workflows, and performance mechanisms that make care delivery run efficiently and predictably at scale. A high-visibility leadership scope creates meaningful growth runway, shaping how Brook scales operational excellence and care delivery execution over time. Brook is scaling through operational excellence, and this role is central to building the systems and execution discipline that make growth sustainable. Some travel will be required for the position. Requirements Key Responsibilities Care Operations Leadership Build scalable operational systems supporting remote care delivery. Establish KPIs including panel performance, productivity, documentation quality, engagement, and throughput metrics. Develop workforce capacity models and performance dashboards. Standardize workflows to improve efficiency and consistency. Performance & Systems Management Lead structured operational reviews grounded in measurable outcomes. Identify bottlenecks and implement scalable process improvements. Build accountability frameworks tied to performance metrics. Team Leadership & Governance Build operational leadership capability across care teams. Establish governance rhythms and performance standards. Implement coaching frameworks tied to measurable outcomes. Operational Integrity & Compliance Embed documentation and regulatory standards into workflows. Maintain audit readiness and operational oversight. Cross-Functional Alignment Align with Revenue Cycle & Enablement to support reimbursement outcomes. Partner with Implementation Design to ensure operational readiness at launch. Collaborate with Product and Engineering to improve care systems. Knowledge, Skills & Abilities Proven experience building scalable healthcare operations systems. Ability to translate care models into repeatable operational execution. Experience defining productivity standards for distributed teams. Strong systems thinker with operational governance mindset. Data-driven leader comfortable using dashboards and KPIs. Comfortable creating structure in ambiguous environments. Strong cross-functional operator balancing efficiency and quality. Preferred Experience Minimum 7 years of healthcare operations or care delivery leadership. Experience scaling remote or virtual care programs. Demonstrated success improving productivity or throughput via operational redesign. Experience leading through organizational growth or transformation. MBA, MHA, MPH, RN, or equivalent operational leadership experience preferred. Digital health or population health experience preferred. Working at Brook Fast-paced environment – Brook operates in two of the fastest changing industries in America – Healthcare and Technology. We move quickly to design tools and protocols based on customer and industry feedback. Thriving in an environment of change and continuous improvement is a core competency for all members of our team. Dynamic roles - We are a small and tight-knit team enthusiastically tackling difficult problems in an entrenched industry. All team members are expected to contribute to company protocols, provide product feedback and to generally think critically about our processes and care model. High expectations - We have big goals for the future. We expect dedication and positive collaboration from all our team to achieve them. This position is not eligible for relocation or visa sponsorship. Candidates must live within a commuting distance from the office. This is a hybrid role, onsite in the office required weekly along with remote work. Brook is as focused on our employees’ health as we are on that of our patients. Our Benefits program reflects that. We recognize that health does not just mean physical health, but mental and financial health as well. We make every effort to cover all those areas in our plan offerings. Benefits at Brook Health In addition to meaningful work in a mission-driven company, Brook offers a comprehensive benefits package designed to support the medical, financial and mental health wellbeing of our employees and their families. Healthcare Coverage Employee & Child(ren): Brook pays 100% of premiums for full-time employees and their child or children for Medical, Dental, and Vision coverage. This means there are no paycheck deductions for you or your child(ren). Spouse/Domestic Partner: Brook contributes 50% of premiums for coverage of a spouse or domestic partner. HSA Contribution: Employees who enroll in our HSA-eligible medical plan receive a Brook-funded contribution to help cover medical expenses such as deductibles, prescriptions, and office visits. Medical Concierge: Brook provides a concierge service to help employees and their families manage healthcare needs like claims, referrals, and care coordination. Mental Health & Wellbeing Mental Health Support: Brook supplements the mental health coverage included in our medical plan with additional resources. Employees have access to free therapy sessions through Spring Health, providing confidential, professional support when it’s needed most. Flexible PTO: Our PTO program is truly flexible — no accruals and no preset limits. You and your manager decide what’s reasonable, so you can take the time you need to recharge. In addition, we provide dedicated sick time to support your health and well-being, and a generous holiday schedule that ensures time to rest and celebrate with family and friends. Financial Wellness & Security Income Protection: Brook provides Short-Term and Long-Term Disability insurance to all full-time employees, helping replace income during an illness or injury. Short-Term Disability works alongside any state or insurance benefits and Brook coverage to provide added financial support while you’re away from work. Life Insurance: Brook provides company-paid life insurance equal to one times salary, up to a set maximum. 401(k) Retirement Savings: All employees (full-time and part-time) are automatically enrolled in our 401(k) plan. Brook provides a company match to help employees grow their retirement savings. Emergency Savings Account (ESA): Brook helps employees build financial resilience by supporting contributions to an emergency savings account. Brook matches a portion of employee contributions, helping the fund grow faster. The account is completely flexible — you decide what qualifies as an emergency and how to use the funds. Recognition & Community Employee Referral Bonus: Great people know great people. When you refer a candidate who is hired, you’ll receive a referral bonus. Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship or any other protected characteristic covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Responsibilities

The Director of Care Operations is responsible for building and leading the operational systems that support Brook’s remote care delivery model, focusing on workforce performance, throughput, and documentation quality across distributed care teams. This leader must build and scale a high-performing care operations function, strengthening the operational foundation for company growth through structure, data translation, and alignment around predictable care delivery outcomes.