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Salary: USD 250,000 - 270,000 / annual
Twin Health is seeking a Vice President of Care Team Operations to own the people-management engine behind the company's expert clinical care team. This is a strategic operations role focused on ensuring the care team performs at the highest level—hired well, trained well, held to defined standards, and calibrated to actual member workload—so that clinical outcomes and medication elimination are predictable results of operational excellence, not occasional byproducts.
The VP, Care Team Operations will partner closely with the VP of Clinical Service Operations, HR, Finance, and Product/Analytics, managing leaders across five core operational pillars:
**Care Team Hiring & Training:** Own the end-to-end hiring profile and recruiting benchmarks for each care-team discipline (RN, MA, coach, and adjacent roles) in partnership with HR. Build and maintain onboarding and training infrastructure—from new-hire competency through clinical/coaching ladders—ensuring predictable ramp-to-productivity timelines. Maintain career ladder and leveling frameworks that enable recruitment, retention, and scaled growth.
**Care Team Performance Management:** Own the performance-management system that holds the care team accountable to Action Quality and Care Quality metrics. Establish operating cadence (scorecards, reviews, coaching, escalation paths) that keeps performance visible and actionable at every level. Build manager toolkits (audits, calibration, root-cause frameworks) enabling team leads to drive performance independently. Report performance trends and interventions to senior leadership as leading indicators of outcomes and medication-elimination results.
**Care Team Demand Per Member:** Own the model that converts member-level variation into accurate demand estimates. Build frameworks translating member complexity and need into time-per-member demand, recognizing that members require varying levels of care-team time. Maintain and validate the underlying algorithm against actual care-team time and outcomes data. Partner with Clinical Service Operations to ensure per-member estimates roll up correctly into aggregate supply-and-demand models.
**Care Team Attributes for Specific Populations:** Define and maintain attribute libraries for population-specific and cohort-specific care (partner-specific, care models, language, acuity, program cohorts) that adjust base demand models. Ensure single care-team actions aggregate correctly into daily hours that service operations must plan and staff around. Keep attribute libraries current as new partners, programs, and cohorts are added.
**Care Team SOP & SLA Design and Algorithms:** Own the design, documentation, and versioning of care-team SOPs and SLAs—the rules determining what happens, by whom, and by when for every member-facing and administrative workflow. Own algorithms that operationalize SOPs and SLAs inside Twin's operational systems, partnering with Product/Engineering to ensure system behavior matches documented standards. Establish governance cadence so every SOP, SLA, and algorithm has a named owner and defined review/update rhythm.
**Success Metrics:** Action Quality and Care Quality sustained at target thresholds (90% and 75% respectively) across nursing, coaching, and MA teams with variance investigated on defined cadence. Hiring and training pipeline delivers care-team members reaching full competency on predictable timelines. Demand-per-member model materially reduces variance between planned and actual care-team time. Population-specific attributes current and correctly applied across all active programs. SOPs, SLAs, and algorithms documented, versioned, and accurately reflected in system behavior. Outcomes and medication-elimination results trending positively as attributable result of care-team performance management.
**Requirements:**
- 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 clinical or clinical-adjacent workforce (metrics design, scorecards, audits, leveling)—not just participation
- 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 algorithms/systems that operationalize them, ideally within workqueue, ticketing, or clinical-workflow platforms
- Strong hiring and training-infrastructure experience—building pipelines and onboarding systems that scale with headcount, 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 required to own Care Quality and clinical SOP/compliance standards credibly
- Excellent people leadership; experience managing multi-layer operational teams and developing frontline leaders into confident managers
- Preferred: Experience in value-based care, chronic or metabolic care, or digital health; familiarity with operational workflow or comparable workforce/workqueue/clinical-workflow tooling; experience deploying AI-enabled tools into live operational workflows; ability to build independently with Claude
