Location: Mississauga, ON (Hybrid, 3 days in office)

Role Overview

The Director, Operations, Pathways & Service Design will provide operational leadership across a portfolio of healthcare service programs, including Assessments, Absence Management, Occupational Health, Short-Term Disability, and WSIB-related services.

This role is responsible for optimizing service delivery, improving operational performance, strengthening reporting and analytics, identifying cost-saving opportunities, and designing scalable workflows that support both client satisfaction and business growth.

The successful candidate will be a highly analytical and operational leader who can move between strategy and execution. They will work closely with clinical, product, technology, finance, and client-facing teams to improve processes, reduce operational friction, and ensure services are delivered efficiently and consistently.

Key Responsibilities

Operational Leadership

• Provide operational oversight across multiple healthcare service lines.
• Ensure programs are delivered in a timely, compliant, client-focused, and cost-effective manner.
• Establish clear accountability structures, escalation pathways, and performance expectations.
• Support leaders and teams in managing volumes, service levels, and operational priorities.
• Partner with clinical and operational leaders to ensure high-quality service delivery.

Reporting & Performance Analytics

• Develop and enhance operational reporting, dashboards, and performance metrics.
• Monitor key indicators including service levels, turnaround times, productivity, utilization, case aging, and provider performance.
• Analyze trends and identify operational risks, bottlenecks, and improvement opportunities.
• Translate data into actionable recommendations for leadership.
• Support executive reporting and operational decision-making.

Process Improvement & Service Design

• Review existing workflows and identify opportunities to simplify, standardize, automate, and improve processes.
• Reduce administrative burden and eliminate inefficiencies across programs.
• Lead continuous improvement initiatives focused on quality, productivity, and employee experience.
• Support change management initiatives and ensure adoption of new processes and tools.
• Develop scalable operational pathways that support future growth.

Systems & Technology Enablement

• Partner with technology and product teams to improve operational systems and workflows.
• Identify opportunities to leverage automation, reporting tools, case management systems, and client-facing platforms.
• Translate operational challenges into business requirements for system enhancements.
• Support implementation, testing, optimization, training, and adoption efforts.

Financial & Business Performance

• Identify opportunities for cost savings, productivity gains, margin improvement, and revenue protection.
• Monitor operational drivers impacting financial performance.
• Partner with Finance and business leaders to evaluate staffing models, profitability, utilization, and service costs.
• Support business cases for operational investments and system enhancements.

Cross-Functional Collaboration

• Work closely with clinical leadership, operations teams, finance, product, technology, sales, and executive leadership.
• Support client-facing teams with operational insights and service improvement initiatives.
• Ensure new services, workflows, and client requirements can be operationalized effectively and at scale.

Success in This Role

Success will be measured by the ability to:

• Improve operational efficiency and service delivery performance.
• Strengthen reporting accuracy, visibility, and decision-making.
• Reduce workflow bottlenecks and service-level misses.
• Improve scalability across healthcare service programs.
• Identify and implement cost-saving and margin-improving initiatives.
• Support employee, client, and patient satisfaction.
• Deliver measurable operational improvements across the organization.

Qualifications

• 7+ years of progressive leadership experience in healthcare operations, disability management, occupational health, assessments, insurance, case management, or a related service delivery environment.
• Experience leading complex operational functions across multiple programs or service lines.
• Strong understanding of reporting, analytics, KPI development, and operational performance management.
• Demonstrated experience improving workflows, implementing systems, and driving operational change.
• Strong business and financial acumen.
• Understanding of disability management, occupational health, WSIB, assessments, clinical case management, or related healthcare programs is strongly preferred.
• Experience with case management systems, workflow platforms, CRM systems, and reporting tools is an asset.
• Proven ability to lead cross-functional initiatives and influence stakeholders at all levels.
• Exceptional communication, presentation, and problem-solving skills.

Core Competencies

• Operational Leadership
• Process Improvement
• Service Design
• Data-Driven Decision Making
• Systems Thinking
• Financial Acumen
• Change Management
• Strategic Planning
• Cross-Functional Collaboration
• Executive Communication
• Accountability & Execution

Ideal Candidate

The ideal candidate is someone who can quickly understand how work is performed, identify operational challenges, and implement practical solutions that improve outcomes. They are comfortable analyzing data, partnering with frontline teams, redesigning workflows, and leveraging technology to create more efficient and scalable operations.

They bring a balance of operational discipline, analytical thinking, business acumen, and people leadership. Most importantly, they are energized by solving complex problems and driving meaningful change in healthcare service delivery.

We thank everyone who is interested in our role. We'll reach out to candidates directly if we are interested in moving forward.