Director, Outbound Engagement
About The Position
The Director, Outbound Engagement leads the strategic and operational aspects of multiple Outbound functions. The role focuses on designing and executing programs, optimizing workflows, resolving operational challenges with stakeholders, and using data-driven insights to improve performance and member outcomes. The Director leads teams that proactively engage health plan members with personalized care, including scheduling appointments, enrolling members in clinical programs, resolving problems, and helping members understand and use their benefits. The Director works with senior stakeholders and clinical leaders across Devoted Medical and Devoted Health Plan to develop and execute programs and initiatives. They lead Managers and their teams of Supervisors and Guides, develop and mentor leaders, scale team operations, and represent team performance to stakeholders and senior executives. The role also contributes to a service-oriented culture where team members can be authentic, caring, and emotionally intelligent in their interactions with members. Success calls for operational excellence, strong communication, comfort with data and process improvement, and the ability to work transparently in a startup environment.
Requirements
- At least 5 years of experience leading operations across multiple workstreams.
- Demonstrated ability to drive new initiatives and achieve direct business outcomes.
- Experience managing and developing a high-performing team of leaders.
- Strong analytical skills, including establishing quantitative goals, monitoring results, and adjusting accordingly.
- A collaborative, can-do approach to teamwork.
- Experience effectively influencing key decision-makers to drive outcomes and champion work.
- Excellent written and verbal communication skills.
Nice To Haves
- Health insurance or healthcare experience.
Responsibilities
- Execute the operational strategy and roadmap for the function.
- Work with senior-level stakeholders and clinical leaders across Devoted Medical and Devoted Health Plan to develop, implement, and execute programs and initiatives.
- Drive operational performance to achieve goals related to member outreach, engagement, and problem solving.
- Establish performance metrics aligned with business objectives.
- Direct and lead Managers and their teams of Supervisors and Guides.
- Own organizational design, including forecasting team allocation across programs, providing budgeting insight, and identifying missing jobs to be done.
- Create dashboards, scorecards, and tools to evaluate team performance across multiple programs.
- Understand team workflows and determine where to standardize or make compromises.
- Scale the team by increasing program yield and efficiency and identifying operational bottlenecks.
- Partner with technical product managers and engineers to improve and support team workflows and scale.
- Represent the team and its performance to stakeholders and senior executives.
- Develop and mentor leaders to support their growth.
- Champion the team's charter and communicate complex information clearly.
- Lead service-oriented, engaged teams and foster a culture of service to members.
- Work transparently in a startup environment, including communicating what is going well and what is not.
Benefits
- Employer-sponsored health, dental, and vision plans with low or no premium.
- Generous paid time off.
- $100 monthly mobile or internet stipend.
- Stock options for all employees.
- Bonus eligibility, except for Director-level and above roles.
- Parental leave program.
- 401(k) program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
