Medical Director, Global Clinical Operations

About Carrot: Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide. Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com . About the Role The Medical Director is a physician leader responsible for the clinical quality, operational oversight, and continuous improvement of key clinical programs across Carrot. This role leads a team of clinicians and serves as a senior clinical owner for care delivery workflows, quality review, training, escalation support, protocol governance, and program readiness. This leader also provides clinical support for program development, cross-functional initiatives, and customer-facing clinical work, helping ensure Carrot’s programs, materials, and commitments are clinically rigorous, operationally feasible, and aligned with company standards. The role partners closely with Operations, Product, Member Success, Clinical Outcomes, Legal, Commercial, Customer Success, Solutions Consulting, and Marketing. It combines strong clinical judgment, people leadership, and program ownership, with accountability for supporting clinicians, maintaining up-to-date policies and protocols, contributing to credentialing and quality efforts, reviewing member feedback and trends, supporting new program evolution, and strengthening Carrot’s clinical positioning externally. Key Responsibilities: Clinical Leadership and Team Oversight Lead, coach, and support a team of clinicians, including onboarding, development, performance management, and calibration of clinical practice standards. Foster a culture of clinical rigor, accountability, collaboration, and continuous improvement across the team. Provide day-to-day clinical leadership and support for complex questions, case guidance, and prioritization needs within the program. Serve as a senior clinical escalation point for ambiguous, high-impact, or cross-functional issues requiring physician judgment. Program Quality Policy, and Audit Oversight Design and support clinician onboarding and ongoing training on workflows, documentation, quality expectations, and clinical standards. Own the development and maintenance of internal clinical resources, playbooks, SOPs, and operational guidance used across teams and ensure they remain current, practical, and aligned with evidence-based care. Establish and oversee regular quality reviews and audits to assess consistency, safety, documentation quality, and adherence to program expectations. Identify themes from audits, member feedback, and clinician questions, and translate findings into process improvements, training updates, and remediation plans where needed. Support ongoing clinical education for relevant internal teams on program scope, clinical terminology, and appropriate escalation boundaries. Partner with cross-functional stakeholders to operationalize updates to policies, workflows, and clinical guidance across the program. Contribute to knowledge management and governance practices that support consistency, auditability, and scale. Clinical Support and Escalation Management Serve as a senior clinical resource for escalated or ambiguous member situations requiring physician judgment and cross-functional coordination. Partner with internal teams to support timely, well-documented, and appropriate resolution of complex cases and member concerns. Help define and reinforce clear escalation pathways, clinical decision support, and documentation standards across the program. Surface clinical or operational risks early and partner with the appropriate stakeholders to resolve them effectively. Program Development and Clinical Content, Provide clinical leadership and input into new and evolving clinical programs, care journeys, and related operational workflows. Partner with Product and Operations teams to translate clinical requirements into clear program specifications, workflows, and guidance. Support development and review of clinical content used in customer-facing materials, training materials, program documentation, and related external communications. Contribute clinical expertise to strategic initiatives that may include proposals, customer questions, webinars, presentations, and other go-to-market activities. Help ensure clinical responses, materials, and messaging are accurate, consistent, reusable, and aligned with Carrot’s standards and policies. Credentialing, Compliance, and Readiness Support clinician credentialing, licensure readiness, and related quality or compliance processes required for ongoing program operations. Help ensure documentation, workflows, and operational practices meet internal standards and support accreditation or audit readiness where applicable. Partner with relevant teams to ensure clinical and operational expectations are clearly documented and maintained over time. Member Experience, KPIs, and Continuous Improvement Review member feedback, complaints, and quality signals to identify trends and opportunities to strengthen the