Job Description
A bit about this role:Our Outbound Guide teams have the opportunity to make a difference every single day in the complex world of healthcare by offering proactive services, issue resolution, and helping members know, use, and love their benefits.
As the Director, you will lead operational strategy, program design, and execution for an organization of 150+ people spanning both Outbound case and campaign work. In this role, you'll focus on standardizing and optimizing workflows, scaling yield and efficiency, solving complex operational challenges across stakeholders, and leveraging data-driven insights to improve performance and outcomes for our members.
Serving as a key operational leader and strategic partner to the hiring leader, you will help shape the long-term strategy for our Outbound Organization while fostering an authentic, caring, and emotionally intelligent team culture.
Your Responsibilities and Impact will include:- Program Development & Execution: Partner with senior leaders across Member Experience, Stars & Quality, Compliance, Product, and Analytics to translate business needs into operational programs; hold go/no-go authority on launch readiness and own stabilization.
- Operational Performance & Accountability: Commit to and deliver outcome targets (reach, connect rates, conversion, quality, compliance, member experience), diagnose performance gaps early, and resolve member problems surfaced by outreach.
- People Leadership & Org Management: Direct Managers, Supervisors, and Guides across a 150+ person org; set clear operating standards for coaching and quality calibration while empowering Managers to own programs end-to-end.
- Capacity Planning & Budgeting: Own the functional capacity plan in partnership with Workforce Management to manage seasonal peaks, deadline trade-offs, and headcount budget insights.
- Data, Scorecards & Workflow Optimization: Maintain consistent program scorecards and performance views, standardize call and system workflows, and scale yield faster than headcount through hypothesis testing.
- Product & Tech Partnership: Collaborate with product managers and engineers on core tools (dialer, routing, case management, AI agents, automation) with scoped requirements, pilot designs, and rollback plans.
Required skills and experience:- 8+ years of experience leading operations across multiple work streams and building/scaling operational programs
- Proven experience managing and developing a high-performing team of leaders within a large organization (e.g., 150+ org)
- Ownership of functional planning, budget, and headcount with direct accountability for committed business outcomes rather than activity metrics
Salary range: $182,000-216,000 annually
The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Our Total Rewards package includes:
Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....
*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
