Director, Admissions Strategy and Operations

Why Charlie Health? Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life-saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About the Role The Director of Admissions Strategy & Operations will partner closely with our VP of Admissions to drive performance, efficiency, and operational excellence across the admissions funnel. In this role, you will own strategic planning (quarterly OKRs), run the operating cadence (weekly business reviews), lead capacity planning and utilization management (staffing models, hiring targets, workload balancing), and execute special projects that improve conversion and streamline processes. Success in this role requires strong analytical ability, structured problem-solving, cross-functional leadership, exceptional communication skills, a bias for action, and a willingness to dive into both the strategic and tactical work needed to elevate admissions performance. We’re a team of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today. Responsibilities Planning & Operating Cadence 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. Capacity Planning & Utilization Management 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 Performance Management 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 Special Projects & Strategic Initiatives 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 in