Director, Member Experience

Rightway•Miami, FL

4d•$155,000 - $190,000

About The Position

Rightway is seeking a Director to lead its care team, which supports members, providers, and pharmacies across phone, chat, email, and other digital channels. The team includes pharmacy technicians and pharmacists, and the Director owns service delivery across every channel. This highly visible role shapes how members experience pharmacy support and combines people leadership with operational execution and close partnership with product and technical teams. The Director leads through managers and team leads, develops people managers, determines team structure and staffing plans, and owns operational performance across channels. The role establishes service goals and metrics, improves workflows, collaborates with clinical leadership on medication optimization and site-of-service strategies, and partners with product and engineering teams to improve the tools and workflows used by the care team. The Director also guides the team through organizational growth and change, keeping the member experience consistent while supporting Rightway’s culture and values.

Requirements

At least 7 years of experience in contact center, pharmacy operations, or healthcare services operations, including several years managing managers or leading multi-team organizations.
Proven experience leading frontline teams of 20 or more people through growth and technology adoption.
Strong operational and analytical mindset, with the ability to set goals, interpret dashboards, and translate data into action.
Experience partnering directly with product and engineering teams to influence a roadmap.
Excellent communication skills, including the ability to represent team needs to senior leadership and translate company strategy into day-to-day priorities.

Nice To Haves

Pharmacy, PBM, or healthcare services background is strongly preferred.

Responsibilities

Lead and develop a team across telephony, email, chat, and other digital channels through managers and team leads.
Build and coach people managers and hold them accountable to consistent service standards and Rightway’s management expectations.
Set team structure and staffing plans with functional and People leadership, including hiring, workload distribution, and channel coverage.
Own operational performance across channels by setting goals for quality, speed, and member satisfaction and holding the team accountable.
Evolve workflows and processes to improve speed, consistency, and ease for members and staff.
Establish and monitor metrics such as volume, resolution rates, quality scores, and member satisfaction, and turn results into action plans.
Collaborate with clinical leadership on member-specific medication optimization and site-of-service strategies to improve clinical appropriateness and drive cost savings.
Partner with product and engineering teams to define requirements for care-team tools, including the chat platform, call tracking system, and AI-assisted workflows.
Represent the care team in roadmap discussions and prioritize improvements with the greatest operational impact.
Pilot new technology and workflows, measure their impact, and determine what to scale company-wide.
Lead the team through organizational growth and evolving ways of working, using clear communication and training plans to support an omnichannel experience.
Anticipate how change will affect the team and develop plans to maintain a consistent member experience as the team grows and evolves.
Steward company culture and values while introducing new ways of working.