Director, Operations, Pathways & Service Design

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. 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. Reporting & Performance Analytics 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.

Support executive reporting and operational decision-making.

Process

Improvement & Service Design Reduce administrative burden and eliminate inefficiencies across programs. Lead continuous improvement initiatives focused on quality, productivity, and employee experience. Support change management initiatives and ensure adoption of new processes and tools.

Develop scalable operational pathways that support future growth. Identify opportunities to leverage automation, reporting tools, case management systems, and client-facing platforms. Translate operational challenges into business requirements for system enhancements.

Support implementation, testing, optimization, training, and adoption efforts. Financial & Business Performance Partner with Finance and business leaders to evaluate staffing models, profitability, utilization, and service costs. Support business cases for operational investments and system enhancements.

Support client-facing teams with operational insights and service improvement initiatives. Ensure new services, workflows, and client requirements can be operationalized effectively and at scale. Improve operational efficiency and service delivery performance.





Reduce workflow bottlenecks and service-level misses. Improve scalability across healthcare service programs. Support employee, client, and patient satisfaction. 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. Robust business and financial acumen. Understanding of disability management, occupational health, WSIB, assessments, clinical case management, or related healthcare programs is strongly preferred.

Experience with case management systems, workflow platforms, CRM systems, and reporting tools is an asset.

Process Improvement Service Design

Data-Driven Decision Making Change Management Strategic Planning They are comfortable analyzing data, partnering with frontline teams, redesigning workflows, and leveraging technology to create more productive 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.

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. The pay range for this role is:

100,000 - 125,000 CAD per year(Ontario) #

📌 Director, Operations, Pathways & Service Design (Mississauga)
🏢 Kii Health
📍 Mississauga