Sr Director, PBM Member Experience

Senior Director, PBM Member Experience

About the role

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.

What you'll do

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.

 

Who you are.

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.

COMPENSATION:  $187,000 - $211,000 annually, in addition to bonus and equity

Compensation offered will be determined by geographic location, experience, and qualifications. CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @ rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $200mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our core values:

1. We are human, first Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2. We redefine what is possible We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3. We debate then commit We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4. We cultivate grit Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5. We seek to delight Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is proud to be an Equal Opportunity Employer that believes in the strength of diverse thought, beliefs, backgrounds, and education. We foster an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis protected by applicable law. All employment decisions are based on merit, qualifications, need, and performance.