Senior Director, Care Experience Operations

Homeward•Chicago, IL

1d•Hybrid

About The Position

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care. Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties. As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care. Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need. The Opportunity (Hybrid Remote in Chicago, IL OR San Mateo, CA) Homeward Health is seeking an experienced, systems-oriented Senior Director of Care Experience Operations to lead the operating backbone of our Care Experience organization. This role is responsible for ensuring that strategy, people, processes, and capacity come together to deliver reliable execution and high-quality member experiences at scale. This is a highly cross-functional leadership role that sits at the intersection of engagement strategy, member outreach operations, contact center operations, analytics, and performance management. While contact centers represent the largest operational footprint, this role is equally accountable for how the full Care Experience system functions together—ensuring that member outreach, frontline delivery, operational processes, and performance management are aligned and scalable. The ideal candidate combines strong operational leadership with analytical rigor and change-management experience. You are comfortable navigating ambiguity, building structure where it does not yet exist, and leading multiple functional leaders responsible for different but interdependent parts of the Care Experience ecosystem.

Requirements

10+ years of experience in operations leadership within healthcare, health technology, or similarly complex, regulated environments.
Demonstrated success leading and scaling multi-functional operational teams, including contact centers, quality, training, analytics, or marketing operations.
Strong experience with performance management, forecasting, capacity planning, and KPI-driven decision-making across operational systems.
Proven ability to lead senior functional leaders and drive alignment across interdependent teams.
Experience supporting omnichannel member outreach models (voice, SMS, email, digital) and understanding their operational implications.
Analytical mindset with the ability to translate data into clear operational insights and actions.
Exceptional communication skills and comfort partnering with senior leaders across disciplines.

Nice To Haves

Experience in Medicare, Medicaid, or other regulated healthcare environments strongly preferred.

Responsibilities

Own the Care Experience operating model, ensuring that member-facing operations function as a coordinated system across outreach, contact centers, quality, training, analytics, and marketing operations.
Translate enterprise and Care Experience goals into clear operating plans, priorities, and execution rhythms across all operational functions.
Establish and maintain operating cadences (weekly, monthly, quarterly) that drive accountability, visibility, and follow-through across Care Experience leadership and operational teams.
Lead performance management across Care Experience operations, including forecasting, KPI monitoring, and mitigation planning tied to member outreach throughput, utilization, lead times, and contact center productivity.
Provide direct leadership to functional leaders, including: Engagement Contact Centers Quality Assurance & Training Analytics Marketing Operations
Own end-to-end member outreach operations through Marketing Operations, ensuring engagement strategies are accurately deployed across systems, channels, and frontline workflows.
Oversee end-to-end operational workflows across member outreach, engagement contact centers, clinical engagement teams, experience center operations, and quality assurance and training functions.
Define and enforce decision rights, handoffs, service-level expectations, and escalation paths across operational teams.
Serve as the operational partner for Ops-led and Product-led initiatives, assessing readiness, capacity constraints, and sequencing risk prior to launch.
Ensure effective agent performance management systems are in place through Quality Assurance, Training, and frontline leadership, using performance data to drive continuous improvement.
Partner closely with Strategic Marketing & Engagement, Creative & Content, Service Design, Product, Clinical, and Data leaders to ensure strategies are executable and sustainable.
Act as a strategic thought partner to the VP of Care Experience, supporting SLT-level planning, reviews, and executive communications related to Care Experience operational performance and readiness.