Head of Outbound Engagement & Operational Excellence

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

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.