Director, Operations, Pathways & Service Design in Markham

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.

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

• 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.
• 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.
• 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.
• Identify opportunities for cost savings, productivity gains, margin improvement, and revenue protection.
• Work closely with clinical leadership, operations teams, finance, product, technology, sales, and executive leadership.

Qualifications

• 7+ years of progressive leadership experience in healthcare operations, disability management, occupational health, assessments, insurance, case management, or a related service delivery environment.
• Experience leading complex operational functions across multiple programs or service lines.
• Strong understanding of reporting, analytics, KPI development, and operational performance management.
• Demonstrated experience improving workflows, implementing systems, and driving operational change.
• Strong business and financial acumen.
• Understanding of disability management, occupational health, WSIB, assessments, clinical case management, or related healthcare programs is strongly preferred.
• Exceptional communication, presentation, and problem-solving skills.

Ideal Candidate

The ideal candidate is someone who can quickly understand how work is performed, identify operational challenges, and implement practical solutions that improve outcomes. They are comfortable analyzing data, partnering with frontline teams, redesigning workflows, and leveraging technology to create more efficient and scalable operations. They bring a balance of operational discipline, analytical thinking, business acumen, and people leadership. Most importantly, they are energized by solving complex problems and driving meaningful change in healthcare service delivery.

Kii Health is an equal opportunity employer. We do not discriminate on the basis of race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status. Kii Health is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing or otherwise participating in the recruitment process, please email recruiting@kiihealth.ca.

The pay range for this role is: 100,000 - 125,000 CAD per year (Ontario).