Director, Healthcare Navigation Service Contact Center

<p><strong>ABOUT THE ROLE:</strong></p> <p>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 transparency—driving better health outcomes, lower costs, and a simpler healthcare experience.</p> <p>The Director, Navigation Service Delivery is a senior operational leader accountable for scaling and continuously improving Rightway’s 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.</p> <p>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.</p> <p>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.</p> <p>&nbsp;</p> <p><strong>WHAT YOU’LL DO:</strong></p> <ul> <li> <h4><strong>Operational Leadership &amp; Scale</strong></h4> <ul> <li>Own and scale the day-to-day Care Navigation service delivery operation, ensuring reliable performance, quality, and compliance in a rapidly growing environment.</li> <li>Translate Care Navigation and enterprise strategy into clear operational plans, metrics, and execution roadmaps.</li> <li>Establish and evolve operational structures, governance, and operating rhythms that drive accountability, clarity, and sustainable execution.</li> <li>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.</li> <li>Leverage forecasting, capacity planning, and efficiency metrics to balance growth, service levels, and cost to serve.</li> <li>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.</li> </ul> <h4><strong>People Leadership &amp; Talent Development</strong></h4> <ul> <li>Build, coach, and develop a high-performing leadership team with a strong focus on growing current and next-generation leaders.</li> <li>Mentor, challenge, and empower leaders by creating a feedback-rich, psychologically safe environment that encourages thoughtful risk-taking, learning through failure, and continuous growth.</li> <li>Invest deeply in leadership development by providing clarity, coaching, and accountability while giving leaders the autonomy and trust to stretch beyond their comfort zones.</li> <li>Partner with Human Resources on workforce planning, recruiting, onboarding, retention, performance management, and employee relations.</li> <li>Cultivate a culture of accountability, ownership, compassion, and continuous improvement across the Care Navigation organization.</li> </ul> <h4><strong>Client &amp; Cross-Functional Partnership</strong></h4> <ul> <li>Serve as a client-facing operational leader, partnering with Client Success to address delivery performance, risks, and remediation plans.</li> <li>Collaborate closely with Product, Clinical, Finance, Analytics, and Technology teams to improve workflows, tools, and member experience.</li> <li>Act as the Voice of Operations and Voice of the Customer, using data and insight to influence product roadmaps, operational investments, and service design.</li> </ul> <h4><strong>Performance Management &amp; Analytics</strong></h4> <ul> <li>Define, monitor, and act on key operational KPIs to identify trends, risks, and opportunities for improvement.</li> <li>Leverage root cause analysis and customer insight to drive meaningful, sustainable operational change.</li> <li>Advance member experience outcomes, including NPS and CSAT, through targeted interventions and continuous improvement efforts.</li> <li>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.</li> <li>Advocate for solutions that reduce manual work, improve data visibility, and drive measurable gains in operational efficiency and member experience.</li> </ul> <h4><strong>Process Excellence &amp; Compliance</strong></h4> <ul> <li>Ensure process effectiveness through well-defined standard operating procedures, training programs, and quality frameworks.</li> <li>Drive continuous process improvement to enhance outcomes, minimize friction, and lower the cost to serve.</li> <li>Ensure full compliance with healthcare regulations, including HIPAA, and internal policies across all operational functions.</li> <li>Stay current on industry trends, emerging technologies, and best practices to inform operational evolution and continuous improvement.</li> </ul> </li> </ul> <p>&nbsp;</p> <p><strong>WHO YOU ARE:</strong></p> <ul> <li>A seasoned operational leader with demonstrated success scaling complex, people-intensive service organizations.</li> <li>Proven ability to build high-performing teams and develop leaders at multiple levels.</li> <li>Strategic yet execution-oriented, able to translate vision into disciplined operational delivery.</li> <li>Deeply employee-centric, with high emotional intelligence and a track record of building engaged, accountable teams.</li> <li>Comfortable operating in ambiguous, fast-changing environments while bringing structure and clarity where needed.</li> <li>Strong business acumen with the ability to influence cross-functional partners and senior stakeholders.</li> <li>Data-driven, analytical, and decisive, with a bias toward action and continuous improvement.</li> <li>Confident and credible in client-facing settings, particularly around performance, risk, and outcomes.</li> <li>Bachelor’s degree required; advanced degree preferred.</li> <li>7+ years of progressive operational leadership experience, including managing managers.</li> <li>Healthcare, healthcare advocacy, care navigation, or related experience strongly preferred.</li> <li>Extensive experience leading and scaling multi-channel service delivery or contact center operations, preferably in healthcare or a regulated environment.</li> <li>Demonstrated success managing geographically distributed and remote teams.</li> <li>Strong performance management, forecasting, and capacity planning experience.</li> <li>Experience building, revamping, or scaling operations during periods of rapid growth.</li> <li>Proven ability to lead transformation while maintaining service stability.</li> <li>Excellent written and verbal communication skills.</li> </ul> <p><strong>SALARY:&nbsp; $130,000-$150,000/yr</strong></p> <p>Offer amounts for both remote and in office roles are influenced by geographic location.</p> <p>&nbsp;</p> <p>&nbsp;</p>