Director, Member Experience

Rightway; United States; On-site; USD 155,000 - 190,000; Full time

Job summary

Rightway is seeking a Director to lead its care team of pharmacy technicians and pharmacists, owning service delivery across phone, chat, email, and other digital channels. You will shape member experiences and drive operational excellence in an omnichannel environment.

You will partner with product and engineering to define tool requirements, set staffing plans, and oversee metrics to ensure quality, speed, and member satisfaction as the team scales.

Qualifications

• 7+ years in contact center, pharmacy operations, or healthcare services.
• Experience managing managers or multi-team organizations.

Responsibilities

• Lead and develop a team across telephony, email, chat, and other digital channels, through managers and team leads.
• Build and coach a bench of people managers and ensure consistent service standards.
• Set team structure and staffing plans in partnership with leadership, including hiring and workload distribution.
• Own operational performance across all channels and set goals for quality, speed, and member satisfaction.
• Collaborate with product and engineering to define tool requirements for the care team.
• Represent the voice of the care team in roadmap discussions and prioritize impactful improvements.
• Pilot new technology and workflows, measuring impact before scaling company-wide.
• Lead culture and values as the team grows and evolves with clear communication and training plans.

Skills

People leadership

Operations mindset

Cross-functional partnering

Job description

About The Role

Rightway's care team supports members, providers, and pharmacies across phone, chat, email, and other digital channels. This Director will lead that team, made up of pharmacy technicians and pharmacists, and will own service delivery across every channel. The ideal candidate pairs strong people leadership with an operational mindset, and is comfortable partnering with product and technical teams to build the tools their team relies on every day. This is a highly visible role that shapes how members experience pharmacy support at Rightway.

About The Role

Rightway's care team supports members, providers, and pharmacies across phone, chat, email, and other digital channels. This Director will lead that team, made up of pharmacy technicians and pharmacists, and will own service delivery across every channel. The ideal candidate pairs strong people leadership with an operational mindset, and is comfortable partnering with product and technical teams to build the tools their team relies on every day. This is a highly visible role that shapes how members experience pharmacy support at Rightway.

What You’ll Do

• Lead and develop a team across telephony, email, chat, and other digital channels, working through managers and team leads.
• Build and coach a bench of people managers, holding them accountable to consistent service standards and to Rightway's management expectations.
• Set team structure and staffing plans in partnership with functional and People leadership, including hiring, workload distribution, and channel coverage.
• Own operational performance across every channel, setting goals for quality, speed, and member satisfaction, and holding the team accountable to them.
• Continuously evolve workflows and processes to maximize speed, consistency, and ease for both members and staff.
• Establish and monitor the metrics that matter, including volume, resolution rates, quality scores, and member satisfaction, and translate them into action plans.
• Collaborate with clinical leadership to implement member specific medication optimization and site of service strategies that improve clinical appropriateness and drive cost savings.
• Partner with product and engineering teams to define requirements for the tools the care team relies on, including the chat platform, call tracking system, and AI assisted workflows.
• Represent the voice of the care team in roadmap discussions, prioritizing improvements with the greatest operational impact.
• Pilot new technology and workflows with the team, measuring impact before scaling company wide.
• Lead the team through organizational growth and evolving ways of working, with clear communication and training plans that support a seamless omnichannel experience.
• Anticipate the impact of change on the team and build thoughtful plans that keep the member experience consistent as the team grows and evolves.
• Act as a steward of company culture and values while introducing new ways of working.

Who You Are

• 7 or more years of experience in contact center, pharmacy operations, or healthcare services operations, including 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 communicator who can represent the team's needs to senior leadership and translate company strategy into day to day priorities for the team.
• Pharmacy, PBM, or healthcare services background strongly preferred.

COMPENSATION: $155,000 - $190,000 annually, in addition to bonus and equity

Compensation offered will be determined by geographic location, experience, and qualifications.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment.

About Rightway

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $300mm from investors including Khosla Ventures, Thrive Capital, Francisco Partners, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

How We Live Our Values To Our Teammates

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our core values:

• We are human, first

Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

• We redefine what is possible

We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

• We debate then commit

We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

• We cultivate grit

Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

• We seek to delight

Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is proud to be an Equal Opportunity Employer that believes in the strength of diverse thought, beliefs, backgrounds, and education.

We foster an inclusive culture where differences are celebrated to drive the best business decisions possible.

We do not discriminate on any basis protected by applicable law.

All employment decisions are based on merit, qualifications, need, and performance.