Senior Director, PBM Member Experience

Rightway

Senior Director leading omnichannel member experience strategy for healthcare company. Overseeing performance across various support channels and driving operational excellence with a focus on client satisfaction.

Posted 7/27/2026full-timeRemote • Florida • 🇺🇸 United StatesSenior💰 $187,000 - $211,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading omnichannel member experience strategies, operational excellence, and technology integration within healthcare operations. Proven ability to develop and execute strategic initiatives that enhance service delivery, workforce optimization, and client engagement.

Highest-signal resume keywords

Omnichannel Member Experience LeadershipContact Center Technology ManagementOperational Analytics and Performance MetricsWorkforce Optimization and Staffing StrategiesExecutive Communication and Strategic Thinking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Strategy DevelopmentBudget ManagementWorkforce ForecastingAI-Powered Solutions ImplementationCRM Platform ExpertisePerformance Metrics EstablishmentOrganizational PlanningQuality AssuranceService Level Agreement ManagementDigital Engagement Capabilities

Soft Skills

Cross-Functional LeadershipMentoring and Leadership DevelopmentCollaborationAccountabilityInnovation

Tools & Technologies

CRM PlatformsWorkforce Management SystemsConversational AIOperational Analytics ToolsDigital Support Channels

Industry Keywords

Healthcare OperationsPBMOmnichannel Contact CenterClient SuccessMember Experience

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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