Director, Outbound Engagement

Devoted Health; United States; Remote; USD 182,000 - 216,000; Full time

Benefits offered by this job

Health, dental and vision coverage

Generous paid time off

$100 monthly mobile/internet stipend

Stock options for all employees

Bonus eligibility for most roles

Parental leave program

401K program

Job summary

Devoted Health is seeking a senior operations leader to drive end-to-end programs across multiple workstreams within our outbound and member services ecosystem. You will design and execute strategic initiatives, optimize workflows, and use data to improve performance and member outcomes.

You will mentor leaders, partner with product and engineering, and scale teams in a fast-growing startup environment while maintaining a culture of service to members.

Qualifications

• 5+ years leading operations across multiple workstreams.
• Demonstrated ability to drive new initiatives and achieve direct business outcomes.
• Experience managing and developing a high-performing team of Leaders.
• Strong analytical skills – you like making sense of operations through data, can establish quantitative goals, monitor and adjust accordingly.
• You’re a great team member with a can-do attitude.
• Health insurance or healthcare experience a plus.
• Experience effectively influencing key decision-makers to drive outcomes and championing your work.
• Excellent written and verbal communication skills.

Responsibilities

• Execution of the operational strategy and roadmap for your function.
• Working with senior-level stakeholders and clinical leaders across Devoted Medical and Devoted Health Plan to develop, implement, and execute successful programs and initiatives.
• Driving operational performance to achieve ambitious goals related to member outreach, engagement, and member problem solving.
• Establishing performance metrics aligned with clear business objectives.
• Directing and leading the work of our Managers, and their teams of Supervisors and Guides.
• Owning org design via forecasting team allocation across programs, budgeting insight, and identifying any missing jobs to be done.
• Creating dashboards, scorecards, and tools to evaluate the performance of your teams across multiple programs.
• Understanding the details of the teams’ workflows and where to draw the line on standardization/compromise.
• Scaling the team – increasing yield and efficiency within each program by identifying operational bottlenecks.
• Partnering with technical product managers and engineers to improve to help support your teams workflows and scale.
• Representing your team and their performance to multiple stakeholders and senior executives.
• Developing and mentoring your leaders to support their growth.
• You comfortably push and champion your team’s charter.
• You can articulate and break down complex information.
• You’re passionate about process improvement and efficiency.
• You’re a service-oriented leader – you develop engaged teams that have a deep culture of service to members.
• The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not.

Job description

Job Description

A bit more about this role:

Our Outbound Guide teams have the opportunity to make a difference every single day in the complex world of health care. We engage proactively with members to offer personalized care like scheduling important appointments, enrolling in clinical programs, or solving problems on behalf of our members. We also help members know, use, and love their benefits. And we do this while aiming to treat every member as we would our own family.

In this role, you’ll lead the strategic and operational aspects of various Outbound functions. You’ll focus on program design and execution, optimizing workflows, solving workflow and operational challenges with and across stakeholders, and leveraging data-driven insights to improve both performance results and outcomes for our members.

We’re looking for someone passionate about operational excellence and delivering measurable impact through their leadership. If you thrive on leading people, creating transformative programs, and driving outcomes that matter for the members we serve, we want you! Beyond these formal duties you will help build a culture that enables your team to be their best authentic, caring, and emotionally intelligent selves in their interactions with members.

Responsibilities and Impact will include:

• Execution of the operational strategy and roadmap for your function
• Working with senior-level stakeholders and clinical leaders across Devoted Medical and Devoted Health Plan to develop, implement, and execute successful programs and initiatives
• Driving operational performance to achieve ambitious goals related to member outreach, engagement, and member problem solving
• Establishing performance metrics aligned with clear business objectives
• Directing and leading the work of our Managers, and their teams of Supervisors and Guides
• Owning org design via forecasting team allocation across programs, budgeting insight, and identifying any missing jobs to be done
• Creating dashboards, scorecards, and tools to evaluate the performance of your teams across multiple programs
• Understanding the details of the teams’ workflows and where to draw the line on standardization/compromise
• Scaling the team – increasing yield and efficiency within each program by identifying operational bottlenecks
• Partnering with technical product managers and engineers to improve to help support your teams workflows and scale
• Representing your team and their performance to multiple stakeholders and senior executives
• Developing and mentoring your leaders to support their growth
• You comfortably push and champion your team’s charter
• You can articulate and break down complex information
• You’re passionate about process improvement and efficiency
• You’re a service-oriented leader – you develop engaged teams that have a deep culture of service to members
• The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not

Required skills and experience:

• 5+ years leading operations across multiple workstreams
• Demonstrated ability to drive new initiatives and achieve direct business outcomes
• Experience managing and developing a high-performing team of Leaders
• Strong analytical skills – you like making sense of operations through data, can establish quantitative goals, monitor and adjust accordingly
• You’re a great team member with a can-do attitude
• Health insurance or healthcare experience a plus
• Experience effectively influencing key decision-makers to drive outcomes and championing your work
• Excellent written and verbal communication skills

Salary range:

$182,000-216,000 annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more….

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we’re going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.