Director, Healthcare Navigation Service Contact Center

ABOUT THE ROLE:

Rightway Care Navigation helps members confidently navigate the healthcare system by combining human advocacy clinical expertise and technology to deliver personalized end-to-end support. Our Care Navigation teams guide members through complex medical decisions benefits understanding provider selection care coordination and cost transparencydriving better health outcomes lower costs and a simpler healthcare experience.

The Director Navigation Service Delivery is a senior operational leader accountable for scaling and continuously improving Rightways Care Navigation delivery team. This role is responsible for the end-to-end operational performance of the Navigation contact center ensuring exceptional member and client outcomes strong employee engagement and disciplined operational execution as the business continues to grow rapidly.

This leader will build and mature a high-performing leadership team establish operational rigor and repeatability and partner cross-functionally across Clinical Product Client Success Analytics Finance and Commercial teams. The Director will also serve as a client-facing operational executive representing Care Navigation performance risks and improvement plans with clarity and credibility.

The ideal candidate is a strategic employee-centric and transformational operator: someone who thrives in ambiguity scales teams and systems thoughtfully and leads with empathy accountability and operational discipline.

WHAT YOULL DO:

• Operational Leadership & Scale

  • Own and scale the day-to-day Care Navigation service delivery operation ensuring reliable performance quality and compliance in a rapidly growing environment.
  • Translate Care Navigation and enterprise strategy into clear operational plans metrics and execution roadmaps.
  • Establish and evolve operational structures governance and operating rhythms that drive accountability clarity and sustainable execution.
  • Own financial and operational efficiency for Care Navigation by driving cost containment productivity optimization and disciplined resource allocation to consistently achieve budgetary goals while maintaining high-quality member and client outcomes.
  • Leverage forecasting capacity planning and efficiency metrics to balance growth service levels and cost to serve.
  • Provide executive oversight of omni-channel Care Navigation operations (phone chat digital outbound) including ownership of call center performance metrics such as service levels productivity quality utilization and member experience KPIs ensuring scalable data-driven management as volumes and complexity grow.

  People Leadership & Talent Development

  • Build coach and develop a high-performing leadership team with a strong focus on growing current and next-generation leaders.
  • Mentor challenge and empower leaders by creating a feedback-rich psychologically safe environment that encourages thoughtful risk-taking learning through failure and continuous growth.
  • Invest deeply in leadership development by providing clarity coaching and accountability while giving leaders the autonomy and trust to stretch beyond their comfort zones.
  • Partner with Human Resources on workforce planning recruiting onboarding retention performance management and employee relations.
  • Cultivate a culture of accountability ownership compassion and continuous improvement across the Care Navigation organization.

  Client & Cross-Functional Partnership

  • Serve as a client-facing operational leader partnering with Client Success to address delivery performance risks and remediation plans.
  • Collaborate closely with Product Clinical Finance Analytics and Technology teams to improve workflows tools and member experience.
  • Act as the Voice of Operations and Voice of the Customer using data and insight to influence product roadmaps operational investments and service design.

  Performance Management & Analytics

  • Define monitor and act on key operational KPIs to identify trends risks and opportunities for improvement.
  • Leverage root cause analysis and customer insight to drive meaningful sustainable operational change.
  • Advance member experience outcomes including NPS and CSAT through targeted interventions and continuous improvement efforts.
  • Partner closely with Product and Technology teams to ensure operational systems tools and workflows are continuously optimized and modernized to support scale efficiency and adaptability in a rapidly evolving environment.
  • Advocate for solutions that reduce manual work improve data visibility and drive measurable gains in operational efficiency and member experience.

  Process Excellence & Compliance

  • Ensure process effectiveness through well-defined standard operating procedures training programs and quality frameworks.
  • Drive continuous process improvement to enhance outcomes minimize friction and lower the cost to serve.
  • Ensure full compliance with healthcare regulations including HIPAA and internal policies across all operational functions.
  • Stay current on industry trends emerging technologies and best practices to inform operational evolution and continuous improvement.

WHO YOU ARE:

• A seasoned operational leader with demonstrated success scaling complex people-intensive service organizations.
• Proven ability to build high-performing teams and develop leaders at multiple levels.
• Strategic yet execution-oriented able to translate vision into disciplined operational delivery.
• Deeply employee-centric with high emotional intelligence and a track record of building engaged accountable teams.
• Comfortable operating in ambiguous fast-changing environments while bringing structure and clarity where needed.
• Strong business acumen with the ability to influence cross-functional partners and senior stakeholders.
• Data-driven analytical and decisive with a bias toward action and continuous improvement.
• Confident and credible in client-facing settings particularly around performance risk and outcomes.
• Bachelors degree required; advanced degree preferred.
• 7 years of progressive operational leadership experience including managing managers.
• Healthcare healthcare advocacy care navigation or related experience strongly preferred.
• Extensive experience leading and scaling multi-channel service delivery or contact center operations preferably in healthcare or a regulated environment.
• Demonstrated success managing geographically distributed and remote teams.
• Strong performance management forecasting and capacity planning experience.
• Experience building revamping or scaling operations during periods of rapid growth.
• Proven ability to lead transformation while maintaining service stability.
• Excellent written and verbal communication skills.

SALARY: $130000-$150000/yr

Offer amounts for both remote and in office roles are influenced by geographic location.