Sr Director, PBM Member Experience

Who you are

• 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

What you'll do

• 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

Compensation

COMPENSATION: $187,000 - $211,000 annually, in addition to bonus and equity. Compensation offered will be determined by geographic location, experience, and qualifications.