Director, Digital – Care Pathway Guide

November 26

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Devoted Health

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Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

1001 - 5000 employees

Founded 2017

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Overseeing multiple operational teams and building a strong, engaged leadership layer • Iterating and scaling digital-first service pathways across the Devoted Health Plan and Devoted Medical - driving ≥80% of primary care interactions through digital channels and reshaping how members reach out to us with questions • Owning operational performance across digital and phone channels (ASA, FCR, digital adoption, trust, NPS) • Partnering with Product, Engineering, MXE, and Clinical teams to improve workflows and influence the service technology roadmap • Launching new workflows end-to-end—from problem discovery to frontline rollout and continuous improvement • Reducing friction and clinical/service handoffs to create faster, safer, and more coordinated member experiences • Maintaining high-quality SOPs, playbooks, and operational documentation • Representing performance and member insights to senior leadership • Building a culture of engagement, accountability, psychological safety, and continuous improvement

🎯 Requirements

• 8+ years of experience in service delivery, healthcare operations, contact centers, or digital operations • Experience with digital service channels (portal, SMS, chat) • Strong ability to translate member needs and service issues into tech and workflow requirements • Comfort with analytics, queue management, telephony systems, and data-driven decision making • Demonstrated ability to influence cross-functional partners without direct authority • Experience leading teams through operational change or new performance expectations • Desired skills and experience: • Background in experience design or workflow optimization • Comfort applying AI-driven insights to streamline workflows, reduce friction, and enhance decision-making • Familiarity with product development cycles and roadmap management • Comfort reviewing member/patient communications to ensure quality and empathy • A passion for innovation, continuous improvement, and reimagining how members and patients engage with care

🏖️ Benefits

• Employer sponsored health, dental and vision plan with low or no premium • Generous paid time off • $100 monthly mobile or internet stipend • Stock options for all employees • Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles • Parental leave program • 401K program • And more.... *Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.