Senior Director, PBM Member Experience

Responsibilities

• Define and execute the long-term strategy and vision for Rightway's omnichannel member experience organization
• Lead the performance of phone, chat, email, and digital support channels to meet client commitments and SLAs
• Develop strategic initiatives to improve operational scalability, efficiency, and service excellence
• Provide leadership for CRM platforms, workforce optimization, knowledge management, and conversational AI
• Lead the evaluation and implementation of AI-powered solutions and automation
• Establish executive performance metrics using operational analytics, NPS, and customer experience data
• Develop long-range staffing strategies, workforce forecasting models, and capacity plans
• Manage departmental budgets and identify cost optimization opportunities
• Partner with Client Success, Product, Technology, and Clinical Operations to ensure enterprise readiness
• Mentor and develop senior leaders while building organizational leadership capability

Requirements

• Bachelor's degree required; Master's degree preferred
• 8+ years of progressive leadership experience in PBM, health plan, healthcare operations, or large omnichannel contact centers
• Experience leading large operational organizations through growth and transformation
• Experience managing executive budgets, workforce strategies, and technology roadmaps
• Strong understanding of contact center technologies, CRM, WFM systems, and AI-enabled customer service solutions
• Exceptional strategic thinking, executive communication, and financial acumen

About the Company

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.