Director, Member Experience

🕒 October 23

🐊 Florida – Remote

🐊 Florida – Remote

💵 $155k - $190k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 3%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead and develop a team across telephony, email, chat, and other digital channels through managers and team leads • Build and coach people managers and hold them accountable to service standards and management expectations • Set team structure and staffing plans, including hiring, workload distribution, and channel coverage • Own operational performance across channels, including quality, speed, and member satisfaction • Evolve workflows and processes to maximize speed, consistency, and ease • Establish and monitor metrics including volume, resolution rates, quality scores, and member satisfaction • Implement medication optimization and site of service strategies with clinical leadership • Partner with product and engineering teams on care-team tools, chat platforms, call tracking, and AI-assisted workflows • Represent the care team in roadmap discussions • Pilot new technology and workflows and measure impact before scaling • Lead organizational growth and evolving ways of working with communication and training plans • Maintain a consistent omnichannel member experience during team growth and change • Steward company culture and values

🎯 Requirements

• 7 or more years of experience in contact center, pharmacy operations, or healthcare services operations • Several years managing managers or leading multi-team organizations • Proven experience leading frontline teams of 20 or more people through periods of growth and technology adoption • Strong operational and analytical mindset • Comfortable setting goals, reading dashboards, and translating data into action • Experience partnering directly with product and engineering teams to influence a roadmap • Excellent communication skills • Pharmacy, PBM, or healthcare services background strongly preferred

🏖️ Benefits

• Bonus • Equity

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