VP, Care Operations - Hybrid/Boston, MA or Hybrid/Buffalo, NY

Job Description

Job Description

Location: Buffalo,NY/Boston, MA

 

About Brook

Care doesn't stop when patients leave the clinic. Neither do we. Brook helps health systems deliver continuous care beyond traditional visits by combining AI, clinical care teams, connected devices, and operational expertise into one seamless solution. Together, we keep patients connected, support clinicians, and make it easier for healthcare organizations to improve outcomes at scale.

We're building the infrastructure that powers the future of remote, continuous care; helping health systems extend care beyond the clinic, strengthen patient relationships, improve efficiency, and deliver better outcomes through proactive, personalized care.

Our ambition.
Make continuous care the new standard of healthcare.
Run the continuous care infrastructure that extends clinical teams and empowers patients to achieve better health outcomes.

Brook. The Remote Care Company.
For our patients. For our partners. For each other.The Role

The VP of Care Operations runs Brook's care delivery — the people, capacity, and daily operation that turn clinical pathways into delivered, billed care across every program and market Brook serves. The role leads the nursing team and owns the operation they run, and is the operational counterpart to the Chief Nursing Officer: the CNO owns what good clinical care is — pathways, practice, and quality — and the VP owns delivering it at scale. The two lead the care organization together, pulling toward the same outcomes for patients.

 

The right person is a seasoned operations leader — analytical, data-fluent, and experienced running healthcare operations in a remote, distributed environment at scale. Someone who improves throughput and quality through process and discipline rather than heroics, leads a large distributed team well, and partners easily with clinical leadership, comfortable that clinical practice sits with the CNO. The care team reports to this role; clinical practice is set by the CNO, to whom the team holds a dotted line. Open to clinical and non-clinical leaders alike, with clinical authority sitting with the CNO.

 

What You'll OwnRun Care Delivery

• Owns the capacity model and staffing grid — nurses per program and acuity, and the coverage map by state.
• Runs the daily operating cadence — morning priorities, midday rebalance, end-of-day scorecard — and the throughput that turns delivered care into billed care.
• Owns service-level and operational quality targets, and closes the gap when a cohort, state, or shift drifts off pace.
• Owns workforce management — scheduling, shift coverage, and patient assignment — so the right clinician is on the right work at the right time.
• Owns the operational toolchain — WFM, dashboards, and queues — and the operational requirements fed to Product.

Lead the Nursing Team

• Leads the nursing team — the people, the schedule, and day-to-day management — who look to the CNO for clinical practice.
• Owns employment performance management for the team, partnering with the CNO on clinical performance to the standard.
• Owns nursing headcount and the staffing plan, and hires with HR to the clinical bar the CNO sets.
• Delivers the CNO's clinical training, precepting, and competency standards through the operation.

Partner & Align

• Partners closely with the CNO — the operational and clinical halves of one care organization, sharing accountability for the care the team delivers.
• Owns operational delivery commitments to partners — SLAs, coverage, and turnaround — and resolves operational and service issues.
• Partners with Revenue Cycle (patient billing, under the COO) and Finance so delivered care converts to billed, collected revenue.
• Partners with Product on the workflows and tooling the operation runs on.

Scale the Operation

• Builds the operating playbook — documented workflows, escalation paths, and coverage standards — so the operation stays clean as it scales.
• Forecasts care-team needs and continuously optimizes team performance and platform leverage — meeting rising demand through efficiency first, and adding headcount deliberately when the work truly requires it.
• Brings an automation and AI mindset to the operation, compressing manual work as volume grows.

Knowledge, Skills, and Abilities

• Proven operations leader — has run healthcare operations in a remote, distributed environment (care delivery, virtual care, or clinical contact center) at scale, measured on throughput and quality.
• Strong command of workforce management for distributed teams — demand forecasting, queue design, and schedule optimization — and data-fluent leadership.
• Skilled people leader — hires, develops, and holds a large distributed team accountable.
• Able to partner with clinical leadership as a peer — running the operation that delivers the standard of care while clinical practice stays with the CNO.
• Leads in an AI-enabled environment — uses AI to work faster and sharpen the operation, with the judgment to verify.
• Clear communicator with clinical and non-clinical partners alike.

Preferred Experience

• 10+ years in healthcare operations, including leading large remote, distributed teams.
• Healthcare in a remote, distributed environment — remote or virtual care, telehealth, or distributed clinical operations; direct WFM ownership strongly preferred.
• Working knowledge of RPM/CCM/PCM/APCM operational requirements and the billing thresholds that define operational "done."
• Demonstrated throughput or utilization improvement in a reimbursement-driven environment; early-stage or high-growth background preferred.
• Bachelor's degree or equivalent experience; an MHA, MBA, or comparable advanced degree preferred. Clinical and non-clinical backgrounds both welcome.

Working at Brook

Three commitments anchor the work — for our patients, for our partners, and for each other. Brook moves fast in two of the most demanding industries in America, and the way the team shows up to each other is the way it shows up to the patients who count on Brook.

• No bystanders. A gap or a risk gets brought forward, not worked around — effort and credit are shared across the team.
• Honest, with care. Pushback is thoughtful, and when a tradeoff is hard, the patient and partner on the other end anchor the call.
• Operational rigor, with AI in the loop. Daily, skeptical, accountable use of AI-enabled tooling — and the judgment to know where AI carries the work and where a human must.

Why You Want to Work Here

The work is real — patients with chronic conditions feel the impact of the care your operation delivers, every day, between visits.

The scope is wide — you run the whole care-delivery operation and lead the team who deliver it, end to end.

The bar is high and so is the trust — clarity on what we're building, the autonomy to run the operation the way it should be run, and teammates who hold themselves to the same standard.

 

Benefits at Brook

Brook offers a comprehensive benefits package supporting the medical, financial, and mental-health wellbeing of 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. 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 (prorated by hire date).
• Medical concierge — concierge support for claims, referrals, and care coordination, for employees and their families.

Mental Health & Wellbeing

• Spring Health — free therapy sessions, in addition to the mental health coverage built into our medical plan.
• Flexible PTO — no accruals, no preset limits; you and your manager decide what's reasonable, plus dedicated sick time and a generous holiday schedule.

Financial Wellness & Security

• Income protection — Brook-paid short- and long-term disability for all full-time employees.
• Life insurance — company-paid life insurance equal to one times salary, up to a set maximum.
• 401(k) — automatic enrollment with a Brook company match.
• Emergency savings account — Brook matches a portion of employee contributions to help the fund grow faster.

Recognition & Community

• Employee referral bonus — great people know great people. Refer a candidate who is hired and you'll receive a referral bonus.

Working Arrangement & Eligibility

This position is not eligible for relocation or visa sponsorship. Candidates must live within commuting distance of the Boston or Buffalo office. The role is hybrid — four days in office, one remote. Compensation: $180,000 - 200,000 competitive base plus performance bonus and equity; specifics discussed during the process.

 

Equal Opportunity

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 applicable law. All employment is decided on the basis of qualifications, merit, and business need.

For our patients. For our partners. For each other.
Brook. The Remote Care Company.