Director, Member Experience

The role

This Director will lead a care team of pharmacy technicians and pharmacists across phone, chat, email, and other digital channels. The role involves owning service delivery, managing people managers, and partnering with product and technical teams to build tools.

What you will do

• Lead and develop a team across telephony, email, chat, and other digital channels.
• Build and coach a bench of people managers.
• Set team structure and staffing plans.
• Own operational performance across every channel.
• Evolve workflows and processes.
• Establish and monitor metrics including volume, resolution rates, quality scores, and member satisfaction.
• Collaborate with clinical leadership to implement medication optimization and site of service strategies.
• Partner with product and engineering teams to define tool requirements.
• Represent the voice of the care team in roadmap discussions.
• Pilot new technology and workflows.

Required qualifications

• 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.
• Experience partnering directly with product and engineering teams to influence a roadmap.
• Excellent communicator.

Nice to have

• Pharmacy, PBM, or healthcare services background

About the company

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Their products guide patients to the best care and medications through a modern, mobile app.