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Salary: USD 155,000 - 190,000 / annual
Rightway is seeking a Director of Member Experience to lead the care team that supports members, providers, and pharmacies across phone, chat, email, and other digital channels. This is a highly visible role that shapes how members experience pharmacy support at Rightway.
You will lead a team of pharmacy technicians and pharmacists, working through managers and team leads. Key responsibilities include:
- Lead and develop the care team across all channels, building and coaching a bench of people managers while holding them accountable to service standards.
- Set team structure, staffing plans, hiring strategy, and channel coverage in partnership with functional and People leadership.
- Own operational performance across every channel, setting and monitoring goals for quality, speed, and member satisfaction.
- Continuously evolve workflows and processes to maximize speed, consistency, and ease for both members and staff.
- Establish and monitor key metrics including volume, resolution rates, quality scores, and member satisfaction, translating them into action plans.
- Collaborate with clinical leadership to implement medication optimization and site of service strategies that improve clinical appropriateness and drive cost savings.
- Partner with product and engineering teams to define requirements for tools the care team relies on, including chat platforms, call tracking systems, and AI-assisted workflows.
- Represent the voice of the care team in roadmap discussions, prioritizing improvements with the greatest operational impact.
- Pilot new technology and workflows with the team, measuring impact before scaling company-wide.
- Lead the team through organizational growth and evolving ways of working with clear communication and training plans.
- Anticipate the impact of change on the team and build thoughtful plans that keep the member experience consistent.
- Act as a steward of company culture and values while introducing new ways of working.
Rightway is a healthcare technology company founded in 2017, headquartered in New York City with offices in Denver and Dallas. The company has raised over $300M from investors including Khosla Ventures, Thrive Capital, Francisco Partners, and Tiger Global. Rightway's mission is to harmonize healthcare for everyone, everywhere, through a modern mobile app that guides patients to the best care and medications while providing on-demand access to health guides and human experts.
REQUIREMENTS:
- 7+ years of experience in contact center, pharmacy operations, or healthcare services operations, including several years managing managers or leading multi-team organizations.
- Proven experience leading frontline teams of 20+ people through periods of growth and technology adoption.
- Strong operational and analytical mindset, comfortable setting goals, reading dashboards, and translating data into action.
- Experience partnering directly with product and engineering teams to influence a roadmap.
- Excellent communication skills to represent the team's needs to senior leadership and translate company strategy into day-to-day priorities.
- Pharmacy, PBM, or healthcare services background strongly preferred.
