Director of Member Experience
Job Summary
Leading a remote team of pharmacy technicians and pharmacists, the full-time salaried Director of Member Experience will manage service delivery across various channels, ensuring operational excellence and member satisfaction while collaborating with product and technical teams.
Key responsibilities
- Lead and develop a team across telephony, email, chat, and digital channels, ensuring consistent service standards
- Own operational performance by setting goals for quality, speed, and member satisfaction, and hold the team accountable
- Collaborate with product and engineering teams to define requirements for the tools the care team relies on
Required qualifications
- 7+ years of experience in contact center, pharmacy operations, or healthcare services operations, with experience managing managers
- Proven experience leading frontline teams of 20 or more through growth and technology adoption
- Strong operational and analytical mindset, comfortable with setting goals and translating data into action
- Experience partnering with product and engineering teams to influence a roadmap
- Pharmacy, PBM, or healthcare services background strongly preferred
Complete Job Description
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