Senior Director of Coaching

About the Role

As theSenior Director of Coaching, you will set the strategic vision and drive operational excellence of our coaching services, overseeing a growing team of Coach Managers and Exposure Coaches. Reporting to the Chief Clinical Operations Officer and partnering closely across clinical and operational leadership, you will shape coaching policies, guide strategic initiatives, and ensure the highest standards of patient and family-centered support. Your leadership will cultivate a culture of consistent quality, strong team performance, collaboration, and accountability, ensuring that our mission to provide safe, effective, and evidence-based care is realized. This role requires a proactive leadership style with a proven track record of building and leading very large teams (100+ people), scaling services in a virtual environment, and strengthening managers’ capacity to use data effectively in their day-to-day oversight, and leveraging innovation, including AI and automation, to deliver strong patient and family outcomes at scale.

Responsibilities: 

Lead with Vision & Inspire Excellence

• Collaborate with senior leadership, including the Chief Clinical Operations Officer, Chief Clinical Officer, Chief Medical Officer, Medical Director, and Senior Director of Therapy, to define and execute the strategic direction of high-quality, team-based clinical care.
• Demonstrate expertise in building, scaling, and sustaining coaching organizations of 100+ team members, ensuring managers are equipped to effectively lead at scale.
• Recruit, hire, mentor, and reinforce role expectations across a team of high-performing Coach Managers and Exposure Coaches, fostering a culture of collaboration, continuous learning, and accountability. Conduct performance reviews and address performance issues as necessary.
• Delegate and coordinate responsibilities among Coach Managers to ensure effective leadership and operations within the Coaching team.
• Provide structured oversight and mentorship to Coach Managers, ensuring they are equipped to lead large teams of direct service providers and incorporate data into supervisory practices.
• Develop and implement policies, protocols, and quality assurance processes to ensure the consistent delivery of safe, effective, and innovative coaching support. Participate in quality improvement initiatives.
• Champion the organization’s mission and values, cultivating an environment where clinical and operational excellence thrive.

Ensure Exceptional Patient & Family Support

• Ensure that coaching practices, policies, and workflows align with evidence-based practices, role-specific direction from the Clinical Product team, and organizational values. 
• Offer expert consultation and support to Coach Managers on escalated or complex cases, ensuring adherence to organizational standards and evidence-based best practices.
• Evolve and enhance the oversight approach to ensure consistency in the quality of coaching support and patient/caregiver experience as the organization scales, leveraging data-driven insights, best practices, and feedback loops to support excellence and staff development.
• Build data-driven feedback loops that equip Coach Managers to analyze and act on trends in case progress, workload distribution, and coaching effectiveness.

Foster Operational Excellence

• In consultation with the Chief Clinical Operations Officer, oversee the coaching budget and staffing model, aligning resources with organizational goals and ensuring financial sustainability.
• Own and monitor performance metrics for the Coaching team, leveraging dashboards and analytics to evaluate team performance and outcomes.
• Coach and develop Coach leaders to increase their facility with interpreting and applying data to workflows, performance management, and patient outcomes.
• Lead team meetings to promote collaboration, education, and continuous improvement.

Drive Strategic Growth & Innovation

• Track and address provider experience metrics across engagement, satisfaction, coordination, admin efficiency, and burnout to ensure retention and inform strategic planning.
• Partner with people team to prioritize initiatives targeting provider retention and engagement
• Partner with executives to shape long-term clinical workforce planning, scaling models, and talent development strategy to meet future business needs.
• Partner with technology and product teams to identify and prioritize needs for efficiency and automation to drive provider engagement and patient/family experience.
• Explore and champion the use of AI, automation, and data visualization tools to enhance workflows, reduce administrative burden, support scale, and improve cost efficiency.
• Partner with leadership to identify opportunities for service expansion and implement scalable coaching models that meet the needs of diverse populations.
• Actively participate in cross-functional initiatives, including care delivery innovation and product development, to enhance patient outcomes and operational efficiency.

What You Need to Succeed in the Role

• Proven experience in coaching, with the ability to champion the role of coaches as integral members of the care team and elevate their contributions to patient outcomes and cross-disciplinary collaboration.
• Commitment to compassionate, strengths-based, patient- and family-centered support. 
• Degree in counseling, social work, psychology, mental health, or a related behavioral health field preferred.
• 10+ years of progressive leadership experience, including at least 5 years managing senior leaders and scaling clinical or coaching organizations of 100+ people.
• Demonstrated success building large, distributed, high-functioning teams, empowering managers to lead effectively at scale while fostering a positive and collaborative culture.
• Strong leadership competencies, including the ability to lead through change, demonstrate comfort with ambiguity, and influence cross-functionally to drive alignment and results.
• Proven ability to use data for performance management, decision-making, and strategic planning, with a track record of developing teams’ capacity to incorporate metrics into practice.
• Demonstrated success in identifying and solving complex problems, particularly in clinical or operational environments, using analytical skills to translate insights into strategic actions.
• Openness to leveraging technology and AI to innovate coaching practices, enhance scalability, and improve patient and family outcomes while maintaining a human-centered approach
• Familiarity with HIPAA, healthcare compliance, and risk management, with the ability to ensure that coaching practices adhere to ethical, legal, and organizational standards.
• Excellent written, oral, and interpersonal communication skills.
• Cultural competence with regard to diversity and inclusion.
• Ability to handle sensitive and confidential information in a manner that inspires confidence and trust.

The expected annual salary for this role is between $135,000 - $155,000. Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, certifications, etc.