Sr. Director, Navigation & Member Services - Remote

Sharecare•Atlanta, GA

3d•Remote

About The Position

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com. Job Summary: The Senior Director, Navigation & Member Services is responsible for leading Sharecare’s Navigation, Advocacy, and Customer Service operations, including Family Health Advocacy and member support services. This organization serves as the front door to Sharecare services, supporting member engagement, healthcare navigation, advocacy, and connection to clinical programs and services. This role oversees operational performance, member experience, engagement, and service delivery across member-facing teams and ensures services are delivered efficiently, consistently, and in alignment with client and organizational goals. This leader will play a key role in continuing to build and mature Sharecare’s navigation and advocacy capabilities as the organization evolves its population health service model. This role is also client-facing and will serve as an operational and program leader in client meetings, representing navigation and member services performance, workflows, and service model, and partnering with account and client teams to address client needs and operational performance. The ideal candidate is a strong operational and people leader with experience in healthcare navigation, advocacy, or member services programs who can lead large teams, improve engagement and member experience, reduce attrition, build leadership capability, and establish operational discipline and accountability across member-facing teams.

Requirements

10+ years of experience in healthcare navigation, advocacy, member services, care management, customer experience, or population health programs.
Experience leading large teams and multiple managers.
Strong operational leadership and performance management experience.
Experience improving engagement, member experience, and operational performance.
Experience scaling teams, workflows, and operations across multiple programs or clients.
Strong leadership and people development skills with a focus on engagement, retention, and accountability.
Experience working cross functionally with technology, analytics, product, and client teams.

Nice To Haves

Experience working with health plans, employer health programs, provider systems, or navigation/advocacy vendors preferred.
Understanding of healthcare benefits, provider networks, site of care programs, and care navigation workflows preferred.

Responsibilities

Navigation and Advocacy Leadership Lead Sharecare’s Navigation, Advocacy, and Customer Service operations across multiple programs and clients.
Ensure members are effectively guided to appropriate services, providers, programs, and resources.
Oversee advocacy and navigation program performance including engagement, activation, case resolution, member experience, and productivity metrics.
Establish best practices for healthcare navigation including provider navigation, benefits navigation, site of care guidance, and connection to clinical programs and services.
Partner with Care Delivery teams to ensure seamless transition from navigation to clinical services when appropriate.
Support the continued development and scaling of Sharecare’s navigation and advocacy services.
Operational Performance and Scalability Oversee day-to-day operations of navigation, advocacy, and customer service teams.
Establish staffing models, productivity expectations, and workforce planning across teams.
Improve operational processes, workflows, and efficiency across member services operations.
Standardize workflows, processes, and operational practices across teams.
Partner with Analytics to monitor performance metrics and identify improvement opportunities.
Support implementation of new clients, programs, and services.
Partner with Product and Technology teams to improve workflows, systems, and automation.
Leadership, Engagement, and Culture Lead and develop managers and team leaders across advocacy, navigation, and customer service teams.
Build a positive, engaged, accountable culture across member-facing teams.
Address attrition through leadership development, onboarding improvements, career pathways, and manager coaching.
Establish clear performance expectations and accountability structures.
Promote colleague engagement, professional development, and leadership development.
Foster a culture focused on service excellence, accountability, and continuous improvement.
Client Partnership and Delivery Serve as operational leader for Navigation and Member Services in client meetings and operational reviews.
Represent navigation and advocacy services, workflows, and performance metrics to clients.
Partner with Account Management and Client Success teams to ensure client expectations and performance commitments are met.
Address client concerns related to service delivery, performance, workflows, or member experience.
Support implementations, program changes, and new service launches.
Collaborate with clinical, product, and analytics teams to ensure services evolve based on client needs.
Ensure navigation services deliver measurable value to clients and support overall client performance goals.