This is a fully remote position, open to applicants in Florida.

• Oversee and cultivate a team across telephony, email, chat, and various digital platforms through managers and team leaders.

• Develop and mentor people managers, ensuring they adhere to service standards and management expectations.

• Define team structure and staffing strategies, encompassing recruitment, workload allocation, and channel coverage.

• Take responsibility for operational performance across all channels, focusing on quality, efficiency, and member satisfaction.

• Refine workflows and processes to enhance speed, consistency, and user-friendliness.

• Create and track metrics such as volume, resolution rates, quality scores, and member satisfaction.

• Collaborate with clinical leadership to implement medication optimization and site of service strategies.

• Work alongside product and engineering teams on care-team tools, chat systems, call tracking, and AI-driven workflows.

• Act as the representative for the care team in roadmap planning discussions.

• Test new technologies and workflows, measuring their impact before broader implementation.

• Drive organizational growth and adapt working methods through effective communication and training plans.

• Ensure a consistent omnichannel member experience during periods of team expansion and transition.

• Uphold the company culture and values.

• A minimum of 7 years of experience in contact center operations, pharmacy operations, or healthcare services operations.

• Several years of experience managing managers or leading multiple team organizations.

• Demonstrated success in leading frontline teams of 20 or more during times of growth and technological change.

• A strong operational and analytical mindset.

• Proficient in setting goals, interpreting dashboards, and converting data into actionable strategies.

• Experience collaborating directly with product and engineering teams to shape a roadmap.

• Outstanding communication skills.

• A background in pharmacy, PBM, or healthcare services is highly preferred.

• Bonus

• Equity

Director, Member Experience

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