Director, Clinical Operations & Member Experience

Radford level: M5 (Director) in healthcare services / digital health

• Owns cross-functional systems, not just a function
• Responsible for end-to-end member experiences and journey
• Builds clinical and operational rigor into the end to end experience
• Builds new programs from scratch (ADT workflows, engagement strategy)
• Has strategic + execution responsibility
• Owns external partnerships + strategy
• Has measurable cost-of-care impact through key experience and workflow enhancements
• Leverages AI to support coaches and improve the experience to reduce friction 
• Compensation: Base $170K.

ABOUT THE ROLE

Vanna Health is seeking a Director, Clinical Operations & Member Experience to strengthen the systems, workflows, and member-facing experiences that support high-quality, scalable care. This leader will work across clinical, operational, and cross-functional teams to improve how members move through our care model, from first touchpoint through ongoing engagement and experience, while helping ensure internal processes stay efficient, supportive, and mission-aligned.

This is a build role at a scaling organization. The right candidate doesn't just optimize what exists. They identify what's missing, help create structure where there isn't any, and bring the clinical fluency to understand what actually matters on the ground. They're comfortable with operational complexity, work well across teams, care deeply about making care delivery better for patients and the people delivering it, and are excited about developing innovative member experiences that create a strong sense of “people, place, and purpose”, outside of traditional clinical responsibilities. This person will also play an active part in how Vanna Health shows up externally, helping ensure the member experience reflects and reinforces our brand and community presence.

WHAT YOU'LL DO

• Lead the design and improvement of core clinical and operational workflows, including intake, onboarding, member communication, care coordination, and follow-up, to help teams deliver consistent, high-quality care at scale.  This role puts the member experience at the center to ensure outcomes are achieved
• Oversee the member experience and journey end to end, identifying friction points and working across teams to improve access, consistency, and engagement
• Work with clinical, operational, and product teams to build and refine workflows, protocols, and communication pathways, translating frontline insight and member feedback into practical, scalable solutions
• Develop and track key metrics related to member experience, onboarding effectiveness, workflow efficiency, and operational performance, using data to find opportunities and guide continuous improvement
• Help shape and oversee member-facing messaging, education, and engagement strategy, ensuring all touchpoints feel clear, supportive, and aligned with the Vanna Health experience
• Collaborate with marketing and leadership to build Vanna's presence within healthcare and community ecosystems, in ways that reflect our mission and connect with the members we serve
• Build and nurture partnerships and collaborations that strengthen the member experience and expand Vanna Health's reach within the communities we serve
• Build and own a proactive member communications strategy — an area currently without dedicated ownership — covering ADT-triggered outreach, multi-channel engagement (phone, letters, incentives), and content development, with all approaches grounded in cost of care and population health goals
• Leverage ADT (Admission, Discharge, Transfer) data to engage members at key care transitions, developing personalized materials and outreach protocols for members post-discharge, and managing approval processes for materials and incentives with Carillon and state Medicaid
• Create and sustain a member community engagement program — including activities, events, and peer connection opportunities — that deepens member belonging and keeps people connected to Vanna Health beyond clinical care. This will include nurturing partnerships with mental health clubhouses and other local community organizations, as well as developing internal programming that supports members in strengthening their sense of purpose and belonging in the community.

QUALIFICATIONS

• 5+ years of experience in healthcare operations, clinical program management, patient experience, care delivery improvement, or related leadership roles
• Experience building or scaling clinical programs, workflows, or operational systems, ideally in a growth-stage or early-stage healthcare environment
• Strong understanding of how operational systems affect patient outcomes, team effectiveness, and day-to-day care delivery
• Track record of improving workflows, building processes, and contributing to cross-functional initiatives in healthcare settings
• Comfortable working across clinical, operational, product, and leadership teams
• Strong communication and stakeholder management skills
• Excellent judgment, follow-through, and systems thinking
• Able to work well in evolving environments where adaptability, prioritization, and collaboration matter

PREFERRED QUALIFICATIONS

• Experience in digital health, telehealth, or virtual care, including working alongside product and engineering teams to improve care delivery
• Clinical background or advanced clinical credentials (DNP, DO, MD, or PhD), or significant experience working directly alongside clinical teams
• Experience in behavioral health, value-based care, primary care, or other complex or underserved care environments
• Experience with patient journey mapping, service design, quality improvement, or onboarding redesign
• Track record of building or growing community-facing, membership, or engagement programs (with or without large budgets)
• Familiarity with culturally responsive care, underserved populations, or community-centered models of care
• Experience with population health management, ADT data workflows, or managed care/Medicaid member engagement
• Familiarity with member incentive program design and related compliance or approval processes

WHAT SUCCESS LOOKS LIKE

In the first year, success means measurably improved onboarding and intake workflows (member experience) with reduced drop-off, a documented and consistently followed set of communication pathways across clinical and operational teams, visible improvements in member retention and engagement through the first 90 days, stronger cross-functional alignment on how care is delivered and experienced, and a member-facing presence that feels coherent, intentional, and mission-aligned.

On the member communications and population health side, success means a functioning ADT-driven outreach program in place, a multi-channel communication strategy actively in use, a launched member community engagement program with early participation data, and clear metrics showing improved engagement and care continuity among priority member populations.

Vanna Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Director of People Operations

Location: Remote

Executive Summary

Vanna Health is pioneering a new standard of care for individuals living with serious mental illness (SMI) through the power of community and radical belonging. We are seeking a Director of People Operations to serve as the principal architect of our organizational culture and human capital infrastructure.

In this capacity, you will bridge the gap between visionary strategy and operational excellence. You will oversee the holistic employee lifecycle—from technical engineering talent to frontline care team members —ensuring that Vanna Health remains a resilient, high-performance, and mission-aligned organization as we scale.

Key Executive Responsibilities

1. People Operations & Scalable Infrastructure

• HR Tech Stack Strategy: Act as the product owner for the HRIS (e.g., Rippling) and ATS (e.g., Greenhouse) ecosystems, optimizing integrations to eliminate operational friction and manual data entry.
• Total Rewards & Wellness: Manage broker relationships and design a competitive total rewards philosophy that reflects our mission, prioritizing mental health and EAP offerings that set a market benchmark.
• Operational Excellence: Engineer distinct, high-touch onboarding and offboarding workflows that account for the unique hardware/access needs of corporate staff versus the clinical safety requirements of field teams.

2. Organizational Effectiveness & Cultural Leadership

• Care Team Resilience & Retention: Partner with Operational Leadership to proactively monitor burnout and "compassion fatigue." Design evidence-based interventions to sustain the health of our care delivery workforce.
• Performance Optimization: Implement a performance management framework that balances coaching and clinical competency (quality of care) with behavioral values, fostering a culture of radical candor and continuous improvement.
• Executive Coaching & Enablement: Serve as a coach to first-time and seasoned managers alike, equipping them to lead hybrid teams with high emotional intelligence and accountability.

3. Executive Strategy & Specialized Talent Operations

• Long-Range Workforce Planning: Partner with the Executive Suite to model organizational structures for 24-month growth horizons, identifying critical talent gaps before they impact EBITDA or care quality.
• Technology Talent Engine: Architect a bespoke recruitment operation for Engineering, Product, and Data Science. This includes establishing technical assessment standards, engineering a high-velocity "top-of-funnel," and positioning Vanna as a premier destination for mission-driven technologists.
• Care Delivery Scale-Up: Build a localized "Talent Factory" for clinical and coaching roles. Develop streamlined, high-volume sourcing and vetting playbooks that allow for rapid market entry without sacrificing the integrity of the "Vanna persona."
• Change Management & Communications: Lead the organization through pivots and scaling milestones, acting as the primary communicator to ensure mission alignment remains intact during periods of high growth.
• Executive and Board Relations: Curate and present sophisticated people metrics—including DEIB benchmarks, compensation parity, and retention cohorts—for the Executive team, Board and Investors.

 4. Clinical Governance & Regulatory Compliance

• Credentialing & Lifecycle Management: Architect a rigorous, automated framework for the primary source verification and lifecycle tracking of clinical licensures (LCSW, RN, MD, etc.) to ensure zero-gap compliance.
• Healthcare Risk Mitigation: Design and enforce specialized screening protocols, including OIG/SAM exclusions and multi-jurisdictional background checks, tailored to high-acuity patient environments.
• Jurisdictional Compliance: Serve as the internal expert on multi-state labor law, localizing policy and handbooks to meet the specific nuances of a distributed, cross-functional workforce.
• Audit Readiness & Data Integrity: Maintain an "always-ready" compliance posture for state regulators and payers, ensuring HR data handling aligns with HIPAA and HITRUST-level security standards.

The Executive Profile

• The Scaler: You have successfully navigated the "chaos-to-order" transition in high-growth startups, building processes that enable speed rather than hindering it.
• Data-Informed: You use data (turnover, eNPS, engagement) to tell stories and make decisions, not just to report numbers.
• Healthcare Domain Authority: 8+ years in People Ops, with 3+ years in a high-growth Digital Health or Clinical Provider setting. You understand the unique tension between "Tech" and "Care" cultures.
• Empathetic & Resilient: You understand the unique emotional weight of working in the mental health space and can build support systems to prevent burnout.
• Multi-State Strategist: Deep fluency in the regulatory complexities of CA, NY, and other key markets, including tax registrations and local labor nuances.
• Systems Thinker: You view People Operations as a product. You don't just solve problems; you build the systems that prevent them.
• Tech-Forward: You don't track licensure in a spreadsheet; you know how to implement systems that automate compliance.
• Gritty Leadership: You possess the executive presence to sit in the Boardroom and the tactical grit to handle sensitive employee relations or payroll audits in the same afternoon.

Senior Data Engineer 

Salary Range: $190,000-$210,000 per year

Note: This is a remote position.

About Vanna Health

Vanna is reimagining care and community for people living with serious mental illness (SMI).

The current system is failing individuals with SMI, resulting in a high risk of loneliness (2.3x), homelessness (6x), unemployment (30x), incarceration (25x), and reduced life expectancy (by 20 years). Vanna believes that no person is too ill to recover and that the solution is social, not just medical. Our mission is to empower people with SMI to flourish by finding purpose and a sense of belonging in their community.

We are deploying community-based care teams from diverse backgrounds that have a variety of lived experiences and know their communities inside and out. In close collaboration with existing community organizations and healthcare providers, our teams outreach and build trust with individuals to support the navigation of each individual’s personalized recovery journey.

We are committed to providing individuals with culturally inclusive support for all races, ethnicities, religions, sexual orientations, gender identities, and other social factors, such as history of incarceration.

About the role

As Vanna continues to grow, we’re looking for a Senior Data Engineer to build and mature the data platform capabilities that are foundational to Vanna’s success across several key domains, including population evaluation and selection, member outreach and engagement, and optimization of clinical and financial outcomes for both individual members and our populations as a whole. You’ll work closely with our engineering, product, operations, and clinical teams to develop the technology that enables our community-based teams to provide compassionate care to our members living with severe mental illness.

This is an opportunity to join a small but growing team, where you’ll have the opportunity to develop many of our foundational data capabilities from scratch and own projects end-to-end. You have a growth mindset and are excited about expanding your technical skills and stepping into new responsibilities as the team and company grow.

What you’ll work on

• Design, build, and operate cloud-based data infrastructure, optimizing for scale, performance, and cost efficiency as the size of our data grows
• Automate data flows, and layer in monitoring, alerting, and data quality tests to ensure data is accurate and up-to-date
• Build interfaces that allow for exposing data and associated processing functionality directly to end users and other systems
• Design and implement production-grade ML/AI infrastructure, and partner with data scientists to take models into production
• Build frameworks and internal self-service tooling that helps the data team deliver value faster

About you

• 6+ years of experience in data, ML, or back-end software engineering
• Advanced Python skills
• Databricks and Spark experience strongly preferred
• Experience with analytical data stores (e.g. Delta Lake, Snowflake, BigQuery) and relational databases (e.g. Postgres, MySQL)
• Intermediate to advanced SQL knowledge (experience with dbt a big plus)
• Experience building and operating production-grade ML/AI systems
• Familiarity with CI/CD
• Obsessive focus on end users and business impact

Bonus points if you have:

• Familiarity with healthcare data 
• Experience with (or a desire to learn) infrastructure as code tools like Terraform or Databricks Asset Bundles
• Experience working in highly-regulated environments
• Experience at an early-stage startup
• Familiarity with streaming and event-driven architectures

Benefits

• Full health, dental, and vision benefits
• Health Savings Account (HSA)
• Flexible Spending Account (FSA) and Dependent Care FSA
• 401K
• Unlimited PTO

If you're interested in joining us on our mission to transform serious mental illness but don't see a current role open that fits what you're looking for - we'd love for you to join our Talent Community! 

About Vanna Health

Vanna is reimagining healthcare for people living with serious mental illness (SMI). 

Today, our healthcare system is failing people with SMI. Despite $200B in annual medical spend, people with SMI die 20 years younger than their peers while suffering from higher rates of preventable disease (2x). They also face higher risk of disfranchisement from society, including homelessness (6x), unemployment (30x), and incarceration (25x). 

Our mission is to empower people with SMI to thrive by finding purpose and a sense of belonging in the community. The solution is social, not just medical. Vanna provides psychosocial rehabilitation and enables community-based care at scale, in close collaboration with existing healthcare and community organizations. Our model is designed to restore hope and nurture engagement by investing in a foundation of mutual trust and respect.  

Vanna brings together an unprecedented team of proven entrepreneurs, individuals with lived experience, and national leaders in behavioral health. We are committed to providing individuals with culturally inclusive support for all races, ethnicities, religions, sexual orientations, gender identities, and other social factors. With modern technology, extensive professional development opportunities, and a culture that actively promotes and fosters diversity, equity, inclusion, and belonging, we are redefining what it means to work in community health.

Our Promise to You

• You will have a critical seat at the table - one that represents our staff and the members we serve
• You will be valued, respected, and heard -  diversity, equity, inclusion, and belonging is paramount
• You will be joining a team and community that is passionate about improving the lives of underserved individuals

Benefits

• We currently offer unlimited PTO (and people actually take it!), full health, dental, and vision benefits.
• 401k 
• Flexibility to work remotely
• Competitive compensation including salary and significant ownership in Vanna Health

COVID-19 Considerations and Vaccination Status

Vanna Health is committed to keeping our team members and our members safe from COVID-19 therefore full vaccination is required for all Vanna Health employees. As such we follow local requirements and guidelines for medical professionals in the field.