Director, Operational Excellence

Director, Operational Excellence

Reporting to the SVP, Service Operations, Kristine McTaggart, the Director of Operational Excellence will lead the Operational Excellence function within Service Operations. This role will focus on driving operational efficiency, championing continuous improvement, and leading change management initiatives. You will play a critical role in helping Dialogue achieve its ambitious efficiency goals by ensuring operational processes are optimized and aligned with our broader objectives.

What you’ll be doing:

Operational Excellence Leadership:

• Identify and lead the implementation of strategies to optimize operational efficiency, including improving how, what, and who does the work
• Manage the Continuous Improvement process for Service Operations, ensuring opportunities are captured, quantified, prioritized, and their impact is tracked on an ongoing basis
• Develop tools, frameworks, and processes to enhance the output of the Operational Excellence team and support other departments within the function
• Serve as a key leader in change management, both within and outside of Service Operations, ensuring ongoing clarity and understanding of our operational processes

Supporting and shaping the strategic direction:

• Lead key projects and initiatives to support Service Operations priorities, such as creating the best provider and member experience
• Gather and analyze quantitative and qualitative data to help shape the strategic direction of the function, utilizing surveys, workshops, and internal data analysis
• Collaborate with functional leaders to establish quarterly priorities and align strategic initiatives

Cross-Functional Collaboration:

• Collaborate cross-functionally (e.g., Go-to-market, Product, Tech, Data) to represent the voice of Operations and drive forward Operational Excellence initiatives requiring external support
• Lead the implementation of key cross-functional initiatives, ensuring buy-in and collaboration with key stakeholders (e.g., Data, Product, Member Experience)

What You Bring:

• 5–10 years of relevant work experience and MBA (Master of Business Administration) preferred
• Exceptional stakeholder management skills, with the ability to influence at all organizational levels
• Strong analytical and problem-solving abilities
• Conceptual and strategic thinking, supported by data-driven decision-making
• Excellent written and verbal communication skills, with the ability to present ideas clearly and persuasively
• Hands-on experience in transformation, operations management, or process optimization (a plus)
• Experience with project management (a plus)

• A fully funded benefits plan, including a wellness reimbursement program
• Unlimited access to a variety of Dialogue’s programs for you and your immediate family
• 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
• A hybrid work approach that involves 3 days per week in our beautiful Montreal or Toronto offices
• Access to a custom learning program, including an allocated budget for continuous external training
• Short and long-term incentive plans
• An optional parental benefits program
• Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms

About Dialogue

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

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 [email protected].