VP, Care Team Operations

Opportunity

The VP, Care Team Operations oversees the operational backbone of Twin Health’s expert care team. This role ensures the care team is well-hired, thoroughly trained, held to high standards, and calibrated to the specific needs of each member. The primary focus is on people management, including hiring, training, performance management, workload modeling, and defining SOPs, SLAs, and compliance standards.

This position collaborates closely with the VP of Clinical Service Operations, HR, Finance, and Product/Analytics. The VP manages leaders responsible for hiring, training, performance management, workload and demand modeling, and SOP/SLA design across the care team.

Responsibilities

Care Team Hiring & Training:

• Develop and maintain the hiring profile and recruiting benchmarks for each care-team discipline (RN, MA, coach, and adjacent roles) in partnership with HR.
• Oversee onboarding and training infrastructure, ensuring new hires achieve full productivity within a predictable timeline.
• Maintain the career ladder and leveling framework to recruit, retain, and grow the care team at scale.

Care Team Performance Management (CTAQ; Care Quality):

• Design and manage the performance-management system that holds the care team accountable to Action Quality and Care Quality metrics.
• Establish the operating cadence, including scorecards, reviews, coaching, and escalation paths, to ensure performance visibility and actionability.
• Develop the manager toolkit for audits, calibration, and root-cause/action-planning frameworks to support team leads.
• Report performance trends and interventions to Senior Leadership Team (SLT) as leading indicators of outcomes and medication-elimination results.

Care Team Demand Per Member:

• Develop and maintain the model that accurately estimates demand per member, based on member-level variation.
• Translate member complexity and need into time-per-member demand, validating the underlying algorithm against actual care-team time and outcomes data.
• Collaborate with the VP of Clinical Service Operations to ensure member-level demand integrates correctly into staffing and capacity plans.

Care Team Attributes for Specific Populations:

• Define and maintain the attribute library for specific populations and cohorts, adjusting the base demand model accordingly.
• Ensure the basic building block of care-team actions aggregates correctly into daily hours for service operations planning.
• Keep the attribute library updated as new partners, programs, and cohorts are added.

Care Team SOP & SLA Design and Algorithms (CTS/DTS):

• Design, document, and version care-team SOPs and SLAs, defining workflows and timelines for every member-facing and administrative task.
• Operationalize SOPs and SLAs within the CTS/DTS environment, ensuring system behavior aligns with documented standards.
• Establish governance for SOPs, SLAs, and algorithms, ensuring each has a named owner and defined review/update rhythm.

How Success Is Measured:

• Action Quality and Care Quality sustained at target thresholds (90% and 75% or higher) across nursing, coaching, and MA care teams.
• Hiring and training pipeline delivers care-team members who reach full competency on a predictable timeline.
• Demand-per-member model reduces variance between planned and actual care-team time, validated against real outcomes and workload data.
• Population-specific attribute layers are current, documented, and correctly applied across every active program, partner, and cohort.
• Care-team SOPs, SLAs, and algorithms are documented, versioned, and accurately reflected in system behavior.
• Outcomes and medication-elimination results trend positively as a result of care-team performance management.

Qualifications

• 10+ years in healthcare operations leadership, including direct management of multi-disciplinary clinical teams at scale (250+ FTEs or 50K+ lives).
• 5+ years in Digital Health Organizations preferred.
• Demonstrated ownership of a performance-management system for a clinical or clinical-adjacent workforce.
• Experience building or owning a workload/demand model that differentiates level of effort by case or member complexity.
• Track record designing and governing SOPs, SLAs, and the algorithms or systems that operationalize them.
• Strong hiring and training-infrastructure experience, including clinical or coaching ladder design.
• Financial and operational fluency, comfortable translating care-team performance into COGS, unit economics, and outcomes-contract risk.
• RN or clinical license preferred but not required; clinical literacy is required.
• Excellent people leadership; experience managing multi-layer operational teams and developing frontline leaders.

Preferred

• Experience in value-based care, chronic or metabolic care, or digital health.
• Familiarity with Operational Workflows/Product Deliverables or comparable workforce, workqueue, or clinical-workflow tooling.
• Experience deploying AI-enabled tools into live operational workflows.
• Ability to build independently with AI tools like Claude.
• Remote opportunity based out of the U.S.