Director, Operations, Pathways & Service Design

Director, Operations, Pathways & Service Design About this position

Kii Health delivers integrated healthcare and workforce solutions across Canada and the United States. Through a national network of healthcare professionals and technology-enabled service delivery, we support organizations and their employees through Mental Health Services, Occupational Health, Disability Management, Workers' Compensation Management, Remote Patient Monitoring, Independent Medical Assessments, and related health services.

Our teams are committed to delivering exceptional service, measurable outcomes, and innovative solutions that improve health outcomes, employee well-being, and workplace productivity.

Role Overview

The Director, Operations, Pathways & Service Design will provide operational leadership across a portfolio of healthcare service programs, including Assessments, Absence Management, Occupational Health, Short-Term Disability, and WSIB-related services.

This role is responsible for optimizing service delivery, improving operational performance, strengthening reporting and analytics, identifying cost-saving opportunities, and designing scalable workflows that support both client satisfaction and business growth.

The successful candidate will be a highly analytical and operational leader who can move between strategy and execution. They will work closely with clinical, product, technology, finance, and client-facing teams to improve processes, reduce operational friction, and ensure services are delivered efficiently and consistently.

Key Responsibilities

Operational Leadership

• Ensure programs are delivered in a timely, compliant, client-focused, and cost-effective manner.
• Establish clear accountability structures, escalation pathways, and performance expectations.
• Support leaders and teams in managing volumes, service levels, and operational priorities.
• Partner with clinical and operational leaders to ensure high-quality service delivery.

Reporting & Performance Analytics

• Develop and enhance operational reporting, dashboards, and performance metrics.
• Monitor key indicators including service levels, turnaround times, productivity, utilization, case aging, and provider performance.
• Analyze trends and identify operational risks, bottlenecks, and improvement opportunities.
• Translate data into actionable recommendations for leadership.
• Support executive reporting and operational decision-making.

Process Improvement & Service Design

• Review existing workflows and identify opportunities to simplify, standardize, automate, and improve processes.
• Reduce administrative burden and eliminate inefficiencies across programs.
• Lead continuous improvement initiatives focused on quality, productivity, and employee experience.
• Support change management initiatives and ensure adoption of new processes and tools.
• Develop scalable operational pathways that support future growth.
• Partner with technology and product teams to improve operational systems and workflows.
• Identify opportunities to leverage automation, reporting tools, case management systems, and client-facing platforms.
• Translate operational challenges into business requirements for system enhancements.
• Support implementation, testing, optimization, training, and adoption efforts.

Financial & Business Performance

• Identify opportunities for cost savings, productivity gains, margin improvement, and revenue protection.
• Partner with Finance and business leaders to evaluate staffing models, profitability, utilization, and service costs.
• Support business cases for operational investments and system enhancements.

Cross-Functional Collaboration

• Work closely with clinical leadership, operations teams, finance, product, technology, sales, and executive leadership.
• Support client-facing teams with operational insights and service improvement initiatives.
• Ensure new services, workflows, and client requirements can be operationalized effectively and at scale.

Success in This Role

Success will be measured by the ability to:

• Improve operational efficiency and service delivery performance.
• Strengthen reporting accuracy, visibility, and decision-making.
• Reduce workflow bottlenecks and service-level misses.
• Improve scalability across healthcare service programs.
• Identify and implement cost-saving and margin-improving initiatives.
• Support employee, client, and patient satisfaction.
• Deliver measurable operational improvements across the organization.

Qualifications

• 7+ years of progressive leadership experience in healthcare operations, disability…