Vice President, Care Enablement & Operations

Brightline is redefining what pediatric behavioral health care looks like for families across the country - and we're looking for the operational architect who will bring that vision to life.

As VP, Care Enablement & Operations, you will build the systems, people, and processes to make care accessible to Brightline families at scale. You will manage and develop a team that force multiplies your leadership.

You will work hand-in-hand with our markets leaders, clinical care leadership, analytics, finance and product and technology to identify operational pain points, co-design requirements and the data to run the business at scale, test and launch new workflows and tooling, and ensure adoption through training and change management. You will also build and mature centralized clinical operations functions that support our multi-market footprint.

This is a role for an influential leader and builder who thrives in ambiguity, earns trust through collaboration and action, and brings clarity to complexity

Why This Role?

Brightline is at an inflection point. We've built something that works - now we're building what scales. The infrastructure we put in place today will determine our ability to reach 10x the families, in 10x the markets, without losing what makes our care exceptional. That's what this role exists to solve.

You'll walk into an organization with real momentum, a leadership team that wants to get this right, and a set of problems that are genuinely hard - coordinating clinical capacity across virtual and in-person modalities and licensure types, tying operational decisions to unit economics, designing the workflows and playbooks that make high-quality care repeatable across markets, and building the workforce infrastructure that lets us grow without burning out the providers delivering care.

This role is ideal for a strategic operator and builder who thrives at the intersection of clinical, operational, and product strategy - someone who translates vision into execution that is durable, scalable, measurable, and is trusted by clinicians and operators alike. If you're energized by building the thing that makes everything else possible, and you want to do it somewhere the mission actually matters, this is your role.

Responsibilities

Care Delivery Partnership

• Collaborate with clinical leadership to implement care model enhancements, quality initiatives, and documentation standards.
• Operationalize clinical pathways, care protocols, and market-specific models.
• Partner with market and clinical leadership to ensure operational success and alignment on performance goals.

Care Model Architecture & Standardization

• Serve as an organizational expert on the care model and operational workflows, understanding how clinical and operational teams work, measure, and succeed.
• Refine and architect national workflows, protocols, SOPs, and playbooks that drive standardization and efficient, high-quality care.
• Operationalize clinical pathways, care protocols, and market-specific models, and partner with national and market clinical team members to ensure operational success and alignment on performance goals.
• Build systems and reporting that enable repeatable, scalable, high-reliability operations across markets, including new-market implementation, market team training and onboarding.
• Use data and time with market teams to identify and understand inefficiency, variation, and outcome shortfalls - then design and implement durable solutions.

Product & Technology Partnership

• Act as the voice of market operations in product development, building product requirements grounded in workflow realities and data.
• Partner closely with Product to automate workflows, leverage AI-assisted operations, and make tooling investments that reduce friction and improve outcomes. Co-lead demos, UAT, rollout planning, and training for operational tools and products - and monitor, measure, and troubleshoot implementations until they are stable and adopted.
• Partner closely with Analytics to ensure the business has the data it needs to manage performance at the corporate, market, clinic and individual provider level.

Care Operations

• Collaborate with Finance and Clinical Leadership to ensure our clinic and virtual care and coaching models - including scheduling tools, systems, and processes - directly tie to unit economics, enabling data-driven management.
• Provide hands-on support to market teams to guide clinical operations and drive efficiency and standardization across markets.
• Identify opportunities for and build out centralized support functions.
• Define staffing model and scheduling governance, ensuring balanced access SLAs with provider well-being and labor cost, including overseeing template governance to ensure optimal capacity and scalability.
• Re-engineer cancellation and capacity workflows to convert previously wasted clinical capacity into completed visits.

Strategy → Execution

• Translate strategic goals and performance objectives into concrete operational plans, implementation roadmaps, and measurable KPIs.
• Own the execution of key cross-functional strategic care operations initiatives, including launching new markets, care model enhancements, staffing model evolution, and operational redesign.
• Anticipate bottlenecks and proactively propose solutions - ahead of market and clinical pain points.

Process Excellence & Leadership

• Create clear roles and responsibilities, playbooks, and scorecards so leaders manage to a consistent, transparent set of KPIs.
• Serve as the connective tissue across clinical, product, and finance teams - translating operational realities into strategic input and ensuring decisions and solutions are grounded in both data and care quality.
• Build and coach a high-performing team that collaborates effectively across the organization and takes accountability for building critical functions.
• Provide clear, compelling communication to internal audiences - including the Executive Leadership Team, market leadership, and other departments - driving understanding of the "why," the priorities, and the progress in a way that motivates and encourages accountability.

Requirements

• 10+ years of progressive operations leadership experience, ideally within healthcare, digital health, value-based care, or a high-growth services environment.
• Proven track record owning complex, multi-function operations - including care delivery, shared service teams that serve multi-site/state organizations.
• Demonstrated success leading cross-functional initiatives at the intersection of clinical operations, provider workflow, and product/technology; experience with frontline clinical workflow implementation strongly preferred.
• Experience in a startup, high-growth, or transformation environment - adept at both building from scratch and maturing existing systems.
• Deep fluency in operational and clinical unit economics - you can connect scheduling decisions to contribution margin without missing a beat.
• Demonstrated skill leveraging and innovating with AI, Excel, project management and workflow tools.
• Keen analytical skills with the ability to translate complex data into clear narratives, priorities, and action plans for diverse audiences; advanced project management and Excel skills.
• Exceptional cross-functional leadership - you build trust quickly, align stakeholders across functions, and drive decisions with or without direct authority.
• Experience building and scaling workforce management capabilities, including forecasting models, staffing frameworks, and scheduling governance.
• Demonstrated ability to build infrastructure - playbooks, scorecards, role clarity, governance frameworks - that enables teams to perform consistently and scale gracefully.
• A genuine commitment to leading with care and empathy - for the children and families Brightline serves, the providers delivering that care, and the teams making it all possible.

Mindset

• Builder energy: thrives in ambiguity, loves solving puzzles, and creates structure where none exists.
• Mission-driven: passionate about serving families and improving the healthcare system.
• High ownership, low ego: collaborative, curious, and accountable.

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
• Stock Options

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 $200,000 - $250,000

Our Commitment to Building a Diverse, Equitable, and Inclusive Workforce

At Brightline, we believe that Diversity, Equity, Inclusion, and Belonging are essential to the foundation upon which our mission is built. We are committed to:

• building a future where all families can access inclusive, high-quality care
• creating an environment that encourages our employees to show up authentically, reach their highest potential, and have an equal opportunity to thrive
• systematically evaluating and improving our inherent beliefs, observed behaviors, structures, and systems
• ensuring that every employee, candidate, client, and family we serve is valued and respected

About Brightline

Brightline is a therapy and psychiatry practice that delivers expert pediatric, teen, and parental mental health care to families and kids up to age 18. Brightline's virtual and in-person outpatient services include diagnostic evaluation, therapy, psychiatry services (e.g. medication management), and psychological testing (to assess learning differences, school readiness, executive functioning difficulties [e.g. ADHD], and autism). In addition to Brightline's generalized support, we offer focused programs including those that support anxiety, obsessive compulsive disorders, ADHD, and disruptive behaviors. Founded in 2019, Brightline has delivered care to tens of thousands of families with industry-leading results. We've been nationally recognized for clinical excellence and innovation for several years - recent awards include the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). Brightline is based in Palo Alto and is backed by investors including Boston Children's Hospital, Northwell Health, Blue Cross Blue Shield of Massachusetts, Google Ventures, KKR, and Oak HC/FT.