Director, Communication Platforms

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Soleo Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

Soleo Health is a specialty pharmacy company that goes beyond simply filling prescriptions by providing personalized patient experiences and access to specialized medications and infusion therapies. They offer treatment in patients' homes, in providers' offices, or at one of their many nationwide infusion centers. Soleo Health specializes in treating complex and ultra-rare diseases with a focus on improving patient quality of life and optimizing health outcomes. They work closely with patients, providers, pharmaceutical manufacturers, payors, and health systems to deliver high-cost therapies, demonstrating value through real-world outcome data. Soleo Health is recognized for its clinical excellence and dedication to patient care, and offers nationwide services, including an online portal, Soleo Connect®, for real-time communication.

📋 Description

• Provide strategic leadership for the vision, roadmap, and ongoing optimization of the organization’s communications platforms, with Genesys as the core contact center and omnichannel engagement platform • Own the architecture and strategy for patient- and provider-facing digital channels, including voice, text/SMS, web chat, chatbots, email, and AI-powered self-service • Serve as the enterprise subject matter expert and executive owner for Genesys, overseeing configuration, routing strategy, IVR and call flows, digital messaging, workforce engagement, quality management, reporting, and analytics • Drive adoption of conversational AI, virtual agents, intelligent routing, and automation to expand self-service and reduce wait times • Partner with internal business leaders to map patient and provider journeys and translate needs into platform capabilities • Lead change management for new channels and capabilities • Lead integrations with CRM, pharmacy, EHR, and other business systems • Define and track KPIs including service levels, first contact resolution, self-service containment, and patient and provider satisfaction • Ensure communication channels remain available, secure, and compliant with HIPAA and TCPA requirements • Manage relationships with Genesys and other technology partners, including contract negotiations, licensing, and budget • Evaluate emerging patient engagement and conversational AI technologies and present recommendations to senior leadership • Establish governance for communication channels, including messaging content, consent, routing changes, and AI use • Build and lead a Communications Platforms team • Complete managerial responsibilities including hiring, onboarding, training, performance management, goal setting, development planning, conflict resolution, and succession planning

🎯 Requirements

• Minimum of 5+ years of experience leading contact center, omnichannel, or customer engagement platform teams in a customer-facing environment • Deep, hands-on expertise with Genesys (Genesys Cloud CX preferred), including routing, IVR/Architect flows, digital messaging, workforce engagement, and reporting; Genesys certifications a plus • Demonstrated success implementing and scaling digital omnichannel solutions, including voice, text/SMS, chat, chatbots, and AI/conversational self-service, in a customer-facing environment • Healthcare, pharmacy, or other regulated industry experience strongly preferred • Proven track record partnering with internal business leaders to drive change, build consensus, and deliver technology solutions that achieve operational and strategic objectives • Exceptional verbal and written communication and presentation skills, with the ability to articulate a compelling vision and influence executive and business stakeholders • Forward-thinking, strategic mindset with a strong understanding of emerging trends in conversational AI, automation, and customer experience technology • Working knowledge of platform integrations (APIs, CRM, EHR) and security and compliance requirements for patient communications, including HIPAA and TCPA • Proven experience managing technology budgets, vendor contracts, and licensing, and holding vendors accountable to service levels

🏖️ Benefits

• Competitive Wages • 401(k) with a Match • Referral Bonus • Paid Time Off • Great Company Culture • Paid Parental Leave Options • Affordable Medical, Dental, & Vision Insurance Plans • Company Paid Disability & Basic Life Insurance • HSA & FSA (including dependent care) Options • Education Assistance Program