Director, Member Experience

Rightway

. Lead and develop a team across telephony, email, chat, and other digital channels through managers and team leads .

Posted 10/23/2026full-timeRemote • Florida • United StatesLead💰 $155,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing multi-team organizations within contact center or healthcare services, focusing on operational performance, team development, and effective communication. Proven ability to implement strategies that enhance member satisfaction and optimize workflows across digital channels.

Highest-signal resume keywords

Contact Center OperationsHealthcare Services ManagementTeam LeadershipOperational Performance MetricsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Performance ManagementData AnalysisWorkflow OptimizationGoal SettingQuality Assurance

Soft Skills

Excellent CommunicationCoaching and MentoringAccountability

Tools & Technologies

Care-Team ToolsChat PlatformsCall Tracking SystemsAI-Assisted Workflows

Industry Keywords

Pharmacy OperationsPBMHealthcare ServicesOmnichannel ExperienceMember Satisfaction

About the role

Key responsibilities & impact

Lead and develop a team across telephony, email, chat, and other digital channels through managers and team leads
Build and coach people managers and hold them accountable to service standards and management expectations
Set team structure and staffing plans, including hiring, workload distribution, and channel coverage
Own operational performance across channels, including quality, speed, and member satisfaction
Evolve workflows and processes to maximize speed, consistency, and ease
Establish and monitor metrics including volume, resolution rates, quality scores, and member satisfaction
Implement medication optimization and site of service strategies with clinical leadership
Partner with product and engineering teams on care-team tools, chat platforms, call tracking, and AI-assisted workflows
Represent the care team in roadmap discussions
Pilot new technology and workflows and measure impact before scaling
Lead organizational growth and evolving ways of working with communication and training plans
Maintain a consistent omnichannel member experience during team growth and change
Steward company culture and values

Requirements

What you’ll need

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
Comfortable setting goals, reading dashboards, and translating data into action
Experience partnering directly with product and engineering teams to influence a roadmap
Excellent communication skills
Pharmacy, PBM, or healthcare services background strongly preferred

Benefits

Comp & perks

Bonus
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