Senior Director, PBM Member Experience

🕒 Julho 27

🐊 Florida – Remoto

🐊 Florida – Remote

💵 $187.000 - $211.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Diretor

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Rightway

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

⚕️ Seguro de Saúde

☁️ SaaS

💰 $100.000.000 Series C em 2021-03

Healthcare • Healthcare Insurance • SaaS

A Rightway é uma empresa de saúde focada em oferecer soluções de navegação de cuidados e gestão de benefícios farmacêuticos. Ela se especializa em ajudar empregadores e sistemas de saúde a reduzirem custos de saúde e melhorarem os resultados através de suporte clínico personalizado, proativo, e gestão transparente de benefícios farmacêuticos. A Rightway oferece uma abordagem centrada no ser humano, proporcionando suporte em tempo real, individualizado, aos membros para ajudá-los a tomar melhores decisões de saúde e navegar pelas complexidades dos sistemas de saúde. A empresa visa reduzir os custos com saúde enquanto melhora a satisfação dos funcionários com os serviços de saúde.

Descrição

• Define and execute the long-term strategy and vision for Rightway's omnichannel member experience organization. • Lead the overall performance of phone, chat, email, and digital support channels while ensuring client commitments, service level agreements, performance guarantees, and member experience objectives are achieved. • Develop and execute strategic initiatives that improve operational scalability, efficiency, quality, and service excellence. • Align the overall roadmap with corporate objectives and customer experience goals. • Provide leadership for CRM platforms, workforce optimization, knowledge management, conversational AI, and other omnichannel contact center technologies. • Lead the evaluation and implementation of AI-powered solutions, automation, and digital engagement capabilities. • Establish executive performance metrics and governance using operational analytics, NPS, SLA, quality, workforce, and customer experience data. • Develop and execute long-range staffing strategies, workforce forecasting models, and organizational capacity plans. • Develop and manage departmental budgets while identifying opportunities for operational efficiencies and cost optimization. • Partner with Client Success as the operational leader responsible for client experience and service delivery. • Support client meetings, business reviews, finalist presentations, and strategic operational discussions. • Partner across Product, Technology, Clinical Operations, and Implementation to ensure operational readiness and successful execution of enterprise initiatives. • Mentor and develop senior leaders while building leadership capability throughout the organization. • Champion an inclusive culture that values collaboration, accountability, innovation, and continuous improvement. • Monitor industry trends and emerging technologies to continuously evolve Rightway's member experience strategy.

🎯 Requisitos

• Bachelor's degree required; Master's degree preferred. • 8+ years of progressive leadership experience within PBM, health plan, healthcare operations, or large omnichannel contact center environments. • Demonstrated experience leading large operational organizations through growth and transformation. • Experience managing executive budgets, workforce strategies, technology roadmaps, and organizational planning. • Strong understanding of contact center technologies, CRM platforms, workforce management systems, analytics, and AI-enabled customer service solutions. • Exceptional strategic thinking, executive communication, financial acumen, and cross-functional leadership skills. • Passion for developing leaders, delivering exceptional member experiences, and building high-performing, inclusive organizations.

🏖️ Benefícios

• Bonus and equity