Senior Director, PBM Experience

Job Summary

To lead the vision and strategy for an omnichannel member support organization, the remote Senior Director, PBM Member Experience will manage the delivery of exceptional experiences across various communication channels while ensuring operational excellence and client satisfaction.

Key responsibilities

• Define and execute the long-term strategy for the omnichannel member experience organization
• Oversee performance across phone, chat, email, and digital support channels, ensuring service level agreements and member experience objectives are met
• Develop and implement strategic initiatives to enhance operational scalability, efficiency, and service excellence

Required qualifications

• Bachelor's degree required; Master's degree preferred
• 8+ years of leadership experience in PBM, healthcare operations, or large omnichannel contact center environments
• Experience managing executive budgets and workforce strategies
• Strong understanding of contact center technologies and AI-enabled customer service solutions
• Exceptional strategic thinking and cross-functional leadership skills