Discover how Rightway. Backed by Khosla.
About the role
Rightway's care team supports members, providers, and pharmacies across phone, chat, email, and other digital channels. This Director will lead that team, made up of pharmacy technicians and pharmacists, and will own service delivery across every channel. The ideal candidate pairs strong people leadership with an operational mindset, and is comfortable partnering with product and technical teams to build the tools their team relies on every day. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 7 or more 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 or more 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 communicator who can represent the team's needs to senior leadership and translate company strategy into day to day priorities for the team
- Pharmacy, PBM, or healthcare services background strongly preferred
More about this role
Rightway's care team supports members, providers, and pharmacies across phone, chat, email, and other digital channels. This Director will lead that team, made up of pharmacy technicians and pharmacists, and will own service delivery across every channel. The ideal candidate pairs strong people leadership with an operational mindset, and is comfortable partnering with product and technical teams to build the tools their team relies on every day. This is a highly visible role that shapes how members experience pharmacy support at Rightway.
- Lead and develop a team across telephony, email, chat, and other digital channels, working through managers and team leads.
- Build and coach a bench of people managers, holding them accountable to consistent service standards and to Rightway's management expectations.
- Set team structure and staffing plans in partnership with functional and People leadership, including hiring, workload distribution, and channel coverage.
- Own operational performance across every channel, setting goals for quality, speed, and member satisfaction, and holding the team accountable to them.
- Continuously evolve workflows and processes to maximize speed,...
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