Senior Director, PBM Member Experience

Job not on LinkedIn

🔥 14 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $187k - $211k / year

⏰ Full Time

🟠 Senior

👔 Director

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Rightway

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $100M Series C on 2021-03

Healthcare • Healthcare Insurance • SaaS

Rightway is a healthcare company focused on providing care navigation and pharmacy benefits management solutions. It specializes in helping employers and health systems lower healthcare costs and improve outcomes through personalized, proactive clinical support and transparent pharmacy benefits management. Rightway offers a human-first approach, providing real-time, one-on-one support to members to help them make better healthcare decisions and navigate the complexities of healthcare systems. The company aims to reduce healthcare costs while improving employee satisfaction with healthcare services.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Bonus and equity