Director, Member Experience

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 bo