Sr Director, PBM Member Experience

Rightway•Miami, FL

6d•$187,000 - $211,000

About The Position

Rightway exists to make pharmacy benefits fair, transparent, and easier to navigate. The Senior Director, PBM Member Experience is responsible for setting the vision, strategy, and long-term direction for Rightway's omnichannel member support organization. This leader oversees the delivery of exceptional experiences across phone, chat, email, and emerging digital channels while ensuring operational excellence, client satisfaction, and sustainable growth.

Requirements

Bachelor's degree required; Master's degree preferred.
8+ years of progressive leadership experience within PBM, health plan, healthcare operations, or large omnichannel contact center environments.
Demonstrated experience leading large operational organizations through growth and transformation.
Experience managing executive budgets, workforce strategies, technology roadmaps, and organizational planning.
Strong understanding of contact center technologies, CRM platforms, workforce management systems, analytics, and AI-enabled customer service solutions.
Exceptional strategic thinking, executive communication, financial acumen, and cross-functional leadership skills.
Passion for developing leaders, delivering exceptional member experiences, and building high-performing, inclusive organizations.

Responsibilities

Define and execute the long-term strategy and vision for Rightway's omnichannel member experience organization.
Lead the overall performance of phone, chat, email, and digital support channels while ensuring client commitments, service level agreements, performance guarantees, and member experience objectives are achieved.
Develop and execute strategic initiatives that improve operational scalability, efficiency, quality, and service excellence.
Align the overall roadmap with corporate objectives and customer experience goals.
Provide leadership for CRM platforms, workforce optimization, knowledge management, conversational AI, and other omnichannel contact center technologies.
Lead the evaluation and implementation of AI-powered solutions, automation, and digital engagement capabilities.
Establish executive performance metrics and governance using operational analytics, NPS, SLA, quality, workforce, and customer experience data.
Develop and execute long-range staffing strategies, workforce forecasting models, and organizational capacity plans.
Develop and manage departmental budgets while identifying opportunities for operational efficiencies and cost optimization.
Partner with Client Success as the operational leader responsible for client experience and service delivery.
Support client meetings, business reviews, finalist presentations, and strategic operational discussions.
Partner across Product, Technology, Clinical Operations, and Implementation to ensure operational readiness and successful execution of enterprise initiatives.
Mentor and develop senior leaders while building leadership capability throughout the organization.
Champion an inclusive culture that values collaboration, accountability, innovation, and continuous improvement.
Monitor industry trends and emerging technologies to continuously evolve Rightway's member experience strategy.