Director, Regional Operations

This isn't a role for someone who manages from a distance. You'll be in the clinics, with the teams, solving real problems in real time — while simultaneously owning the region's P&L, driving performance, and building the operational foundation for continued expansion. You'll be the connective tissue between Brightline's corporate strategy and what actually happens in the room with families.

As Director of Regional Operations, you'll own four clinics today with a clear path to six, spanning the New York City metro area and beyond into other parts of New York State. You'll partner closely with the regional clinical leader, manage external relationships like our partnership with NYU, and lead clinic expansion on the ground. This is a full-stack operations role — equal parts strategist, operator, and people leader.

New York is one of Brightline's most important markets. You'll have real P&L ownership, a clear expansion mandate, and the trust of senior leadership to make decisions that matter. You won't be handed a narrow lane — you'll own the full picture.

This is also a role with visibility. You'll sit at the intersection of clinical operations, patient experience, and strategic growth, working closely with both frontline teams and Brightline's executive leadership. The relationships you build and the results you drive in New York will directly shape how Brightline scales nationally.

Brightline is growing fast — and New York is one of the markets leading the way.

• Serve as the strategic owner of clinic- and region-level operational and financial targets across the New York market

• Build, manage, and forecast regional budgets — owning cost structure, identifying variances, and making data-informed resource allocation decisions

• Partner closely with the regional clinical leader to achieve expected results and drive accountability across the region

• Closely manage regional, clinic, and provider-level reporting to track performance and identify opportunities

• Gather data-driven insights to inform performance improvement opportunities; pair with qualitative insights from workflow observation to drive consistent care model execution

• Take joint responsibility with the regional clinical leader for planning and executing regional optimization

• Contribute to the development of corporate methods, techniques, and evaluation criteria; resolve complex problems where standard principles don't fully apply

• Ensure that operational standards and workflows as designed are being executed consistently across all clinics

• Feed qualitative insights back to the Care Operations team and serve as a bridge between the field and corporate

• Launch new initiatives — whether centrally or regionally driven — that enhance daily operations and improve outcomes

• Lead change management efforts for new workflows, systems, and corporate initiatives, ensuring regional teams are prepared, supported, and bought in

• Own the patient experience across the region — leveraging feedback, incident reports, and frontline observations to continuously improve how families experience Brightline's care

• Manage patient access, including waitlist management, panel sizing, and intake capacity, to ensure families can access care when they need it

• Ensure regional operations meet all applicable regulatory, accreditation, and quality standards relevant to behavioral health care delivery

• Own regional incident management and risk escalation protocols, partnering with clinical leadership to address safety concerns promptly and systematically

• Monitor clinical quality metrics and work cross-functionally to close gaps in care delivery standards

• Lead a regional team with direct management responsibility over manager-level leaders and frontline operations staff, with an org structure that will continue to evolve as the region scales

• Own or meaningfully partner on regional hiring — building a pipeline, contributing to selection decisions, and ensuring the team grows with the right people

• Develop strategies for team retention, culture-building, and professional development across the region

• Manage provider templates and schedules with sensitivity to provider-specific nuances within the New York market

• Serve as strategic owner of facilities across the region, addressing practical constraints that affect operations

• Lead on-the-ground expansion execution for new clinic openings within the region — currently four clinics with a path to six

• Build and maintain trust between Brightline senior leadership and regional and clinic-level teams

• Harmonize multiple stakeholder perspectives — including those of executives and frontline staff — to drive aligned results

• In collaboration with the Demand & Partnerships team, manage performance for key regional relationships (e.g. NYU) and take high-impact actions to maintain and deepen those partnerships

• 8+ years of professional experience, including at least 3 years leading multi-site brick-and-mortar or hybrid healthcare delivery operations

• Demonstrated track record of building strong, cohesive teams, driving operations optimization, and delivering sustainable business results

• Deep understanding of the behavioral and mental health space, with an innovative mindset for delivering differentiated care experiences

• Strong communicator who builds relationships quickly and thrives in a fast-paced, results-driven environment

• P&L ownership mindset — comfortable with budget management, clinic-level financial forecasting, unit economics, and data-driven decision-making

• Experience with quality standards, regulatory compliance, and risk management in a healthcare setting

• Proven change management skills — comfortable leading teams through organizational change, new systems, and evolving workflows

• Fluency with EHR/EMR systems and operational technology used in clinical environments

• Comfortable operating in ambiguity and building structure in a still-maturing organization

• Willingness to spend ~50% of time in clinic, including travel to locations outside the New York City metro area (e.g. Albany)

• Experience in a high-growth, venture-backed environment strongly preferred

• MBA preferred but not required

At Brightline, we believe that Diversity, Equity, Inclusion, and Belonging are essential to the foundation upon which our mission is built. We are committed to:

• building a future where all families can access inclusive, high-quality care

• creating an environment that encourages our employees to show up authentically, reach their highest potential, and have an equal opportunity to thrive

• systematically evaluating and improving our inherent beliefs, observed behaviors, structures, and systems

• ensuring that every employee, candidate, client, and family we serve is valued and respected
  

Brightline is a therapy and psychiatry practice that delivers expert pediatric, teen, and parental mental health care to families and kids up to age 18. Brightline’s virtual and in-person outpatient services include diagnostic evaluation, therapy, psychiatry services (e.g. medication management), and psychological testing (to assess learning differences, school readiness, executive functioning difficulties [e.g. ADHD], and autism). In addition to Brightline’s generalized support, we offer focused programs including those that support anxiety, obsessive compulsive disorders, ADHD, and disruptive behaviors. Founded in 2019, Brightline has delivered care to tens of thousands of families with industry-leading results. We’ve been nationally recognized for clinical excellence and innovation for several years — recent awards include the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). Brightline is based in Palo Alto and is backed by investors including Boston Children’s Hospital, Northwell Health, Blue Cross Blue Shield of Massachusetts, Google Ventures, KKR, and Oak HC/FT.