Director of International Clinical Operations

October 29

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BetterHelp

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B2C • Healthcare Insurance • Wellness

BetterHelp is the world's largest online therapy service, offering professional, licensed, and vetted therapists to help with a range of issues including depression, anxiety, relationships, trauma, and more. The platform allows users to communicate with therapists via text, chat, phone, and video sessions, providing convenience and flexibility similar to traditional in-office therapy. BetterHelp matches users with licensed providers such as psychologists, licensed professional counselors, and clinical social workers, and offers therapy solutions for individuals, couples, and teens.

2 - 10 employees

Founded 2013

👥 B2C

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Develop and oversee international clinical operations strategy across new and existing markets, ensuring compliance with local regulations and BetterHelp’s global standards. • Define clinical provider quality benchmarks and continuously drive improvement through training, QA, and performance metrics. • Establish BetterHelp’s outcomes-based approach to counseling and psychological care, ensuring clinical programs demonstrably improve client well-being. • Serve as a regional clinical spokesperson, elevating BetterHelp’s clinical presence in global media, conferences, and partnerships. • Partner with Credentialing to align therapist qualifications with country-specific standards and evolving regulatory frameworks. • Collaborate with Product teams to ensure features and workflows measurably improve clinical outcomes and care delivery. • Lead clinical operations workstreams for market entry initiatives, including team hiring, policy creation, and operational readiness. • Evaluate healthcare regulations, provider networks, and competitive landscapes to inform market strategy. • Build external relationships and market proof points demonstrating the effectiveness and adaptability of our care model. • Develop country-specific clinical playbooks and policies that standardize care delivery while maintaining flexibility for local adaptation. • Oversee Clinical Quality Assurance (CQA) in all international regions — including complaint handling, ethical reviews, and therapist performance. • Monitor and analyze CQA data to identify trends and drive continuous improvement initiatives. • Ensure appropriate and consistent application of therapist restrictions (e.g., Fade Out, AntiSpecialty, Avail No) in international markets. • Collaborate with Legal, Compliance, and Credentialing teams to ensure adherence to international laws, ethical standards, and telehealth regulations. • Develop crisis management frameworks and escalation procedures tailored to local healthcare systems and risk profiles. • Maintain operational readiness and ensure swift, compliant responses to any clinical or regulatory issues. • Recruit, develop, and lead high-performing international Clinical Operations Managers and Consultants. • Define clear performance goals and career pathways to support retention and professional growth. • Foster a culture of excellence, accountability, and cultural humility within global teams. • Partner with HR to ensure strong recruitment, onboarding, and ongoing learning experiences for all clinical operations staff. • Establish and monitor KPIs focused on clinical quality, client outcomes, operational efficiency, and compliance. • Use analytics to track provider performance, identify improvement opportunities, and optimize clinical workflows. • Build feedback loops to ensure learnings from each market inform global standards and platform innovation. • Partner with Product and Data Science to translate insights into new features or processes that improve therapeutic outcomes. • Work closely with US Clinical Operations, Product, Credentialing, Marketing, and Compliance to align operations with company-wide strategy. • Ensure international clinical perspectives are embedded in product design, marketing campaigns, and business development initiatives. • Serve as the clinical operations representative for cross-functional projects related to international growth.

🎯 Requirements

• Advanced degree in Clinical Psychology, Counseling, Social Work, or related field • Current, unrestricted clinical license strongly preferred (e.g., Psychologist, LCSW, LPC, LMFT, or international equivalent) • 10+ years of clinical operations experience, with at least 5 years leading international or multi-jurisdictional teams • Proven success defining and driving clinical quality and outcomes within digital health or teletherapy settings • Strong understanding of international healthcare regulations, credentialing standards, and ethical frameworks • Experience designing and scaling QA systems, provider performance programs, and crisis protocols • Skilled in cross-functional collaboration with Product, Legal, and Marketing • Analytical mindset: experienced in data-driven performance management and quality metrics • Comfortable representing the organization externally through media, conferences, and partnerships • Demonstrated ability to lead through influence, mentor diverse teams, and drive strategic initiatives across cultures • Exceptional written and verbal communication skills • Fluent in English; additional European language proficiency (German, French, or Dutch) a plus

🏖️ Benefits

• Remote work with regular in-person bonding experiences sponsored by the company • Competitive compensation • Holistic perks program (including free therapy, employee wellness, and more) • Excellent health, dental, and vision coverage • 401k benefits with employer matching contribution • The chance to build something that changes lives – and that people love • Any piece of hardware or software that will make you happy and productive • An awesome community of co-workers