Director, Outbound Engagement

Devoted Health Services, Inc; Waltham (MA); On-site; USD 182,000 - 216,000; Full time

Benefits offered by this job

Health insurance

Generous paid time off

$100 monthly mobile stipend

Stock options for all employees

Bonus eligibility for all roles (excl.

Commission eligibility for Sales roles

Parental leave

401K program

Job summary

Devoted Health Services, Inc is seeking a Director to lead Outbound Guide operations, overseeing strategy, program design, and execution across a 150+ person organization in outbound case and campaign work.

You will standardize workflows, scale efficiency, and leverage data-driven insights to improve member outcomes and performance. This role partners with senior leaders to shape long-term strategy and foster a caring, emotionally intelligent team culture.

Qualifications

• 8+ years of experience leading operations across multiple work streams and building/scaling operational programs
• Proven experience managing and developing a high-performing team of leaders within a large organization (e.g., 150+ org)
• Ownership of functional planning, budget, and headcount with direct accountability for committed business outcomes rather than activity metrics

Responsibilities

• Program Development & Execution: Partner with senior leaders to translate business needs into operational programs; own launch readiness and stabilization.
• Operational Performance & Accountability: Commit to outcome targets, diagnose gaps early, and resolve member problems surfaced by outreach.
• People Leadership & Org Management: Direct Managers, Supervisors, and Guides across a 150+ org; set coaching and quality standards.
• Capacity Planning & Budgeting: Own capacity plan with Workforce Management to manage peaks and headcount insights.
• Data, Scorecards & Workflow Optimization: Maintain scorecards and standardize workflows to scale yield faster than headcount.
• Product & Tech Partnership: Collaborate with product managers and engineers on core tools with scoped requirements and rollback plans

Job description

A bit about this role: Our Outbound Guide teams have the opportunity to make a difference every single day in the complex world of healthcare by offering proactive services, issue resolution, and helping members know, use, and love their benefits. As the Director, you will lead operational strategy, program design, and execution for an organization of 150+ people spanning both Outbound case and campaign work. In this role, you'll focus on standardizing and optimizing workflows, scaling yield and efficiency, solving complex operational challenges across stakeholders, and leveraging data-driven insights to improve performance and outcomes for our members. Serving as a key operational leader and strategic partner to the hiring leader, you will help shape the long‑term strategy for our Outbound Organization while fostering an authentic, caring, and emotionally intelligent team culture.

Your Responsibilities and Impact will include:

• Program Development & Execution: Partner with senior leaders across Member Experience, Stars & Quality, Compliance, Product, and Analytics to translate business needs into operational programs; hold go/no-go authority on launch readiness and own stabilization.
• Operational Performance & Accountability: Commit to and deliver outcome targets (reach, connect rates, conversion, quality, compliance, member experience), diagnose performance gaps early, and resolve member problems surfaced by outreach.
• People Leadership & Org Management: Direct Managers, Supervisors, and Guides across a 150+ person org; set clear operating standards for coaching and quality calibration while empowering Managers to own programs end-to-end.
• Capacity Planning & Budgeting: Own the functional capacity plan in partnership with Workforce Management to manage seasonal peaks, deadline trade-offs, and headcount budget insights.
• Data, Scorecards & Workflow Optimization: Maintain consistent program scorecards and performance views, standardize call and system workflows, and scale yield faster than headcount through hypothesis testing.
• Product & Tech Partnership: Collaborate with product managers and engineers on core tools (dialer, routing, case management, AI agents, automation) with scoped requirements, pilot designs, and rollback plans.

Required skills and experience:

8+ years of experience leading operations across multiple work streams and building/scaling operational programs

Proven experience managing and developing a high-performing team of leaders within a large organization (e.g., 150+ org)

Ownership of functional planning, budget, and headcount with direct accountability for committed business outcomes rather than activity metrics

Salary range:

$182,000-216,000 annually

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.

About Devoted Health:

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.