Senior Director, PBM Member Experience

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

📋 Description

• Establish and implement the long-term strategy and vision for Rightway's omnichannel member experience division.

• Oversee the performance of phone, chat, email, and digital support channels while ensuring compliance with client commitments, service level agreements, performance guarantees, and member experience targets.

• Create and execute strategic initiatives aimed at enhancing operational scalability, efficiency, quality, and service excellence.

• Align the comprehensive roadmap with corporate objectives and customer experience aspirations.

• Provide leadership for CRM systems, workforce optimization, knowledge management, conversational AI, and other omnichannel contact center technologies.

• Lead the assessment and implementation of AI-driven solutions, automation, and digital engagement capabilities.

• Establish executive performance metrics and governance through operational analytics, NPS, SLA, quality, workforce, and customer experience data.

• Formulate and implement long-term staffing strategies, workforce forecasting models, and organizational capacity plans.

• Develop and oversee departmental budgets while identifying opportunities for operational efficiencies and cost optimization.

• Collaborate 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 with Product, Technology, Clinical Operations, and Implementation teams to ensure operational readiness and successful execution of enterprise initiatives.

• Mentor and cultivate senior leaders while enhancing leadership capabilities throughout the organization.

• Advocate for an inclusive culture that promotes collaboration, accountability, innovation, and continuous improvement.

• Stay updated on industry trends and emerging technologies to continually refine Rightway's member experience strategy.

⛳️ Requirements

• A Bachelor's degree is required; a Master's degree is preferred.

• Over 8 years of progressive leadership experience in PBM, health plans, healthcare operations, or substantial omnichannel contact center environments.

• Proven experience leading large operational organizations through phases of growth and transformation.

• Experience in managing executive budgets, workforce strategies, technology roadmaps, and organizational planning.

• Strong knowledge of contact center technologies, CRM platforms, workforce management systems, analytics, and AI-enabled customer service solutions.

• Outstanding strategic thinking, executive communication, financial acumen, and cross-functional leadership abilities.

• A passion for developing leaders, delivering exceptional member experiences, and building high-performing, inclusive organizations.

🏝️ Benefits

• Bonus and equity