About Nema Health

Nema Health is a survivor-and clinician-led virtual treatment program for PTSD and trauma. We are on a mission to help all trauma survivors find lasting peace & healing. Nema provides virtual, evidence-based treatment that helps people feel better faster—and stay better longer. We are committed to delivering care that’s accessible, trauma-specialized, and deeply patient-centered.

At Nema, we offer employees an unparalleled career opportunity: the chance to be part of a mission-driven company while shaping its future during a pivotal stage of growth. If you’re someone who thrives in fast-moving environments, values systems thinking, and cares deeply about expanding access to mental health care, you could be a great fit.

About the Role:

The Director of Practice Operations will be the operational backbone of Nema’s virtual clinic, designing scalable systems that ensure a seamless experience for both patients and clinicians. Reporting to the Senior Director of Clinical Operations, this leader will oversee patient access (scheduling operations, financial counseling), care coordination (patient feedback, customer service, referrals), and revenue cycle teams, driving efficiency, quality, and growth across Nema’s care delivery operations.

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Your teams are the critical link between patients, providers, and Nema’s administrative and technology systems. Your leadership and decision-making will drive the continuous improvement required to scale care delivery while maintaining the high-quality, patient-centered experience that defines Nema.

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You will partner closely with leaders across Admissions, Clinical, Product, and Sales to develop quarterly and annual roadmaps, synthesizing competing priorities into actionable plans that move the business forward. This is a player-coach role that balances strategic planning and roadmap development with hands-on support of day-to-day care delivery and patient-facing administrative staff in a fast-paced Series A environment.

What you will do:

Build Scalable Systems

• Develop Nema’s Care Operations Handbook to standardize training and operational best practices.
• Design end‑to‑end workflows for administrative task management, scheduling, service recovery, and quality assurance in a virtual clinic environment. 
• Create infrastructure, tooling and playbooks that scales alongside business growth, while maintaining consistency and quality across teams and modalities of care.

Drive Operational and Clinical Excellence

• Monitor and improve key metrics including utilization, patient retention, and access times, collaborating with clinical leaders to enhance outcomes.
• Translate KPI and OKR insights into clear decisions and action plans that close gaps, optimize throughput, and improve care delivery.
• Anticipate operational dependencies and guide cross‑functional planning to ensure sustainable growth and appropriate resource allocation. 

Elevate Patient and Provider Experience

• Lead patient services and care coordination teams to deliver high‑touch, empathetic support for patients and providers.
• Establish a quality assurance framework that proactively identifies system gaps, escalates risk and drives continuous improvement.
• Strengthen the referral ecosystem and care transitions, ensuring seamless patient transitions and trusted provider partnerships.

Lead and Develop Teams

• Serve as the point of escalation for complex operational or patient issues, resolving them with decisiveness and empathy.
• Coach and develop individual contributors and people managers, supporting professional growth and leadership readiness.
• Foster a culture of accountability, transparency, and operational excellence across all care operations teams.

Partner Cross-Functionally: 

• Collaborate with the Product team to identify automation opportunities, improve tooling, and surface real-time operational insights for front-line teams.
• Work closely with Admissions, Clinical, and Sales to align workflows, capacity, and service levels with growth objectives and patient needs.
• Contribute an operations perspective to new program design, market launches, and pilot initiatives, ensuring feasibility, compliance, and scalability.

What we are looking for:

• Operational Leadership in Healthcare: 8-10 years of experience in patient-facing or care delivery environments. Demonstrates a deep understanding of clinical workflows and healthcare operations.
  
  
• Systems Thinking in a Start-up Environment: Spent 3+ years, building and refining operational frameworks within a growing start-up. Demonstrated ability to take a holistic systems view while maintaining focus and operational continuity amid the frequent pivots, shifting priorities, and ambiguity inherent in a Series A environment.
  
  
• Flexible Focus: You are comfortable setting the 30,000-foot strategy with a leadership team, but you are equally ready to roll up your sleeves to handle the "nitty-gritty" of care delivery challenges. Comfortable with ambiguity, willing to roll up your sleeves, and energized by building from the ground up. 
  
  
• Analytical Rigor and Judgement: Demonstrated ability to use data to drive operational decisions and create alignment across multiple stakeholders.
  
  
• Team Leadership: Experience building and leading high-performing teams with a track record of mentoring and developing future leaders. 
  
  
• Mission Alignment: Passion for Nema’s mission and committed to modeling company values such as Honor Through Impact and Thoughtful Planning Enables Growth. 
  
  
• Preference for experience in a consulting firm or business operations

Why This Role Matters

Your work will directly impact our ability to scale accessible, high-quality care to patients who need it. The systems you build and the teams you develop will form the operational foundation of Nema's growth, enabling our clinicians to focus on what they do best—delivering excellent patient care.

This is a full time, exempt, salaried position. Compensation will be determined by the candidate's experience and qualifications, with a base salary range of $146,000-159,000 + equity. The package will also include PTO, a healthcare stipend, a 401(k) with matching, an annual education stipend, an annual “work from home” stipend, and paid parental leave. This role is remote and the candidate can be located anywhere in the United States.