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Charlie Health · 1 day ago

Director, Admissions Strategy and Operations

New York, NY

Full-time

Hybrid

Director/Executive

$151K/yr - $215K/yr

7+ years exp

Charlie Health is a rapidly growing organization focused on transforming behavioral health treatment. The Director of Admissions Strategy & Operations will partner with the VP of Admissions to enhance performance and operational excellence across the admissions process, driving strategic planning and improving conversion rates.

Health Care

Responsibilities

Establish the quarterly and semi-annual planning processes for the Admissions org, including OKRs, growth targets, and initiative prioritization

Build and maintain dashboards and reporting for all core admissions KPIs (conversion, staffing levels, SLAs, productivity, etc.)

Run the weekly business review (WBR) to identify variances, root causes, and action plans

Drive cross-functional accountability for KPIs and initiatives

Own the admissions staffing model, including forecasting demand, capacity and productivity assumptions

Define variable headcount hiring targets for Admissions Coordinators, Ops Leads, Supervisors, and related pods; provide clear inputs to Talent

Monitor and rebalance workloads to ensure optimal coverage across days, shifts, and states

Build the reporting and analytics infrastructure to support monthly and quarterly performance reviews for frontline admissions staff

Partner with Ops Leads to define performance standards, expected ramp curves, and productivity targets

Create and refine templates, scorecards, and documentation that support consistent, transparent performance management

Identify performance trends and propose coaching or workflow interventions

Lead cross-functional, highly analytical initiatives to unlock improvements in conversion, speed-to-admission, and team efficiency

Drive step-change improvements in processes that sit between multiple teams responsible for client acquisition and intake

Serve as project lead for systems improvements, product changes, tooling upgrades (CRM, dashboards), and operational experiments

Own business cases, ROI modeling, and implementation plans for all strategic initiatives

Qualification

Strategic planningData analysisCapacity planningCross-functional leadershipExcel/GSheets proficiencySQL proficiencyData visualization toolsExceptional communicationProblem-solvingTeam management

Required

7+ years of work experience, ideally:

3-4 years in management consulting, investment banking or private equity with multiple promotions

3-4 years working in Strategy & Operations, Business Operations or General Manager roles at high growth start-ups (plus if it is health tech or marketplace business)

2+ years of direct management experience

Experience in strategic planning processes (OKRs) and running weekly/monthly business reviews

Experience running highly cross-functional projects (operations, sales or recruiting, technology)

Highly proficient in Excel/GSheets, SQL and data visualization tools (e.g., Tableau, Looker, etc.)

In-person in New York City