Director, Care Operations - Hybrid​/Boston, MA

About Brook Inc

Brook Health delivers care beyond the walls of the doctor’s office. Brook provides people living with chronic conditions a highly personalized experience enhanced by AI and powered by mobile apps, connected devices, and a team of health coaches and clinicians. We help people achieve their long‑term health goals by supporting smart, daily decisions and partnering with their primary care physicians.

Our product suite includes continuous remote monitoring, population health management tools, and a CDC‑approved diabetes prevention program.

Brook has an intentional, user‑centric culture with high expectations for delivering better health outcomes for patients, providers, and health systems.

Full‑time

The Director of Care Operations builds and leads the operational systems that power Brook’s remote care delivery model. Accountability includes workforce performance, throughput, documentation quality, and scalable execution across distributed care teams.

Success in this role requires the ability to influence outcomes across clinical, operational, and partner teams without direct authority, aligning stakeholders around shared performance goals through trust, clarity, and operational leadership.

Internally, this leader builds and scales a high‑performing care operations function, strengthening Brook’s operational foundation as the company grows. Operational leadership brings structure to complexity, translates data into action, and aligns teams around predictable care delivery outcomes.

Clinical standards remain owned by the CNO and nursing leadership; this role owns the operational systems, staffing models, workflows, and performance mechanisms that make care delivery run efficiently and predictably at scale.

Some travel will be required for the position.

• Build scalable operational systems supporting remote care delivery.
• Establish KPIs including panel performance, productivity, documentation quality, engagement, and throughput metrics.
• Develop workforce capacity models and performance dashboards.
• Standardize workflows to improve efficiency and consistency.
• Lead structured operational reviews grounded in measurable outcomes.
• Identify bottlenecks and implement scalable process improvements.
• Build accountability frameworks tied to performance metrics.
• Build operational leadership capability across care teams.
• Establish governance rhythms and performance standards.
• Implement coaching frameworks tied to measurable outcomes.
• Embed documentation and regulatory standards into workflows.
• Maintain audit readiness and operational oversight.
• Align with Revenue Cycle & Enablement to support reimbursement outcomes.
• Partner with Implementation Design to ensure operational readiness at launch.
• Collaborate with Product and Engineering to improve care systems.
• Proven experience building scalable healthcare operations systems.
• Ability to translate care models into repeatable operational execution.
• Experience defining productivity standards for distributed teams.
• Strong systems thinker with operational governance mindset.
• Data‑driven leader comfortable using dashboards and KPIs.
• Comfortable creating structure in ambiguous environments.
• Strong cross‑functional operator balancing efficiency and quality.
• Minimum 7 years of healthcare operations or care delivery leadership.
• Experience scaling remote or virtual care programs.
• Demonstrated success improving productivity or throughput via operational redesign.
• Experience leading through organizational growth or transformation.
• MBA, MHA, MPH, RN, or equivalent operational leadership experience preferred.
• Digital health or population health experience preferred.

• Fast‑paced environment – Brook operates in two of the fastest changing industries in America – Healthcare and Technology. We move quickly to design tools and protocols based on customer and industry feedback. Thriving in an environment of change and continuous improvement is a core competency for all members of our team.
• Dynamic roles - We are a small and tight‑knit team enthusiastically tackling difficult problems in an entrenched industry. All team members are expected to…