hellobrightline - Director, Regional Operations
Requirements
• Own the patient experience across the region — leveraging feedback, incident reports, and frontline observations to continuously improve how families experience Brightline's care • Manage patient access, including waitlist management, panel sizing, and intake capacity, to ensure families can access care when they need it • Quality, Compliance & Risk Management • Ensure regional operations meet all applicable regulatory, accreditation, and quality standards relevant to behavioral health care delivery • Own regional incident management and risk escalation protocols, partnering with clinical leadership to address safety concerns promptly and systematically • Monitor clinical quality metrics and work cross-functionally to close gaps in care delivery standards • Team Leadership, Hiring & Workforce Planning • Lead a regional team with direct management responsibility over manager-level leaders and frontline operations staff, with an org structure that will continue to evolve as the region scales • Own or meaningfully partner on regional hiring — building a pipeline, contributing to selection decisions, and ensuring the team grows with the right people • Develop strategies for team retention, culture-building, and professional development across the region • Manage provider templates and schedules with sensitivity to provider-specific nuances within the New York market • Facilities & Clinic Expansion • Serve as strategic owner of facilities across the region, addressing practical constraints that affect operations • Lead on-the-ground expansion execution for new clinic openings within the region — currently four clinics with a path to six • Cross-Functional Collaboration & External Partnerships • Build and maintain trust between Brightline senior leadership and regional and clinic-level teams • Harmonize multiple stakeholder perspectives — including those of executives and frontline staff — to drive aligned results • In collaboration with the Demand & Partnerships team, manage performance for key regional relationships (e.g. NYU) and take high-impact actions to maintain and deepen those partnerships • 8+ years of professional experience, including at least 3 years leading multi-site brick-and-mortar or hybrid healthcare delivery operations • Demonstrated track record of building strong, cohesive teams, driving operations optimization, and delivering sustainable business results • Deep understanding of the behavioral and mental health space, with an innovative mindset for delivering differentiated care experiences • Strong communicator who builds relationships quickly and thrives in a fast-paced, results-driven environment • P&L ownership mindset — comfortable with budget management, clinic-level financial forecasting, unit economics, and data-driven decision-making • Experience with quality standards, regulatory compliance, and risk management in a healthcare setting • Proven change management skills — comfortable leading teams through organizational change, new systems, and evolving workflows • Fluency with EHR/EMR systems and operational technology used in clinical environments • Comfortable operating in ambiguity and building structure in a still-maturing organization • Willingness to spend ~50% of time in clinic, including travel to locations outside the New York City metro area (e.g. Albany) • Experience in a high-growth, venture-backed environment strongly preferred • We offer several benefits, perks, and stipends: • Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and 401k • 12 Company Holidays + Floating Holidays, Holiday Shutdown, Flexible Time Off, Parental Leave • Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement • At Brightline we have built a total rewards philosophy that includes fair, equitable, competitive, geo-based compensation that is performance and potential based. Our strategy is based on robust market research, including external advisory specializing in national compensation, and thoughtful input from every level of our organization. It is a combination of a cash salary, equity, benefits, wellbeing, and opportunity. In compliance with the Equal Pay for Equal Work Act, the annual base salary range for applicants is $170,000 - $200,000. • Our Commitment to Building a Diverse, Equitable, and Inclusive Workforce
Responsibilities
• P&L Ownership: Strategic owner of meeting clinic- and region-level operational and financial targets by driving operational rigor across the assigned region. Partner closely with the Clinical Director as a dyad to achieve expected results. • Data-Driven Decision-Making: • Responsible for closely managing regional, clinic, and provider-level reporting. Joint responsibility with Regional Clinical Director for planning and executing on regional optimization. • Expected to gather data-driven insights to inform performance improvement opportunities; pair with qualitative insights from workflow observation to drive results and consistent care model execution across clinics. • Contribute to the development of corporate methods, techniques, and evaluation criteria. Resolve complex problems that are not clearly defined and where fundamental company or field-specific principles do not fully apply. • Emphasizes Patient Experience: Responsible for patient experience. Leverage insights from patient feedback and incident reports to continuously improve how families experience our care. • Manage Service Teams: Directly manages the Clinic Coordinator for each clinic within the assigned region. • Strategic Leadership: Develop the overarching strategy to achieve the region’s goals and be comfortable engaging cross-functionally to execute on that strategy. • Workflow Optimization: • Ensures standards and workflows as designed are happening in reality & partner with corporate teams to continue to iterate best practices. • Feeds qualitative insights back to the Care Operations team. Launch new initiatives, whether centrally driven or regionally driven, that will enhance daily operations. • Staff Retention & Workforce Planning: Develop strategies for team retention, culture-building, and professional development. • Schedule Management: Responsible for provider templates and schedules specific to provider nuances within the region. • Facilities Ownership: Manages facilities, site issues, and practical constraints that affect operations. • Lead Local Expansion: Support expansion execution on the ground for new clinics opening within the region. • Foster Cross-Functional Trust and Collaboration: • Build and maintain trust between Brightline senior management / executives and the regional / clinic team members. • Harmonize multiple stakeholder views to drive results, including those of senior management and executives. • External Partner Management: In collaboration with Growth team, manage performance for key regional relationships (e.g. NYU in NY) & high impact actions to maintain strong relationships.
Benefits
• New York is one of Brightline's most important markets. You'll have real P&L ownership, a clear expansion mandate, and the trust of senior leadership to make decisions that matter. You won't be handed a narrow lane — you'll own the full picture. • This is also a role with visibility. You'll sit at the intersection of clinical operations, patient experience, and strategic growth, working closely with both frontline teams and Brightline's executive leadership. The relationships you build and the results you drive in New York will directly shape how Brightline scales nationally. • Brightline is growing fast — and New York is one of the markets leading the way.
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