Director, Advocacy Enablement

Summary

Join Included Health as the Head of Training, Knowledge Enablement & Quality Coaching and lead a team supporting the Member Care Advocacy Team. Provide strategic direction for training, knowledge management, and quality coaching programs. Guide and mentor three program leaders, ensuring Member Care Advocates have the resources to deliver exceptional support. Collaborate with various stakeholders to translate business needs into actionable strategies. Establish KPIs to measure program effectiveness and drive continuous improvement. Represent operations in client meetings and foster a culture of innovation. This pivotal leadership role requires a Bachelor's degree (Master's preferred), 5-7 years of leadership experience (including managing managers), and expertise in healthcare or a related industry. The role involves strategic thinking, strong communication skills, and data-driven decision-making.

Requirements

• Bachelor's degree required; Master's degree preferred
• Minimum of 5-7 years of experience in a leadership role with at least 2 years managing other managers or senior individual contributors
• Proven expertise in overseeing strategy and execution across multiple disciplines
• Exceptional strategic thinking, leadership, and executive coaching skills
• Outstanding verbal and written communication, presentation, and interpersonal skills, with the ability to influence and persuade at all levels of the organization
• Strong analytical skills with the ability to interpret complex data and make data-driven strategic decisions
• Ability to work in a fast-paced, dynamic environment with a high sense of urgency
• Passion for our mission to elevate healthy outcomes for everyone, everywhere
• Willingness to travel up to 10-20% as needed

Responsibilities

• Provide strategic direction and oversight to the Senior Manager of Training, ensuring the development and implementation of robust onboarding, ongoing education, and specialized upskilling programs, ensuring alignment with organizational goals and evolving industry needs within healthcare and benefits
• Guide the Manager of Knowledge Enablement in establishing and maintaining a best-in-class knowledge management strategy, ensuring Member Care Advocates have timely access to accurate and comprehensive information
• Lead the Manager of Quality Coaching in designing and executing a holistic quality assurance and coaching framework that drives consistent, high-quality member interactions and continuous performance improvement
• Coach, mentor, and develop direct reports, fostering their growth as strategic program leaders
• Empower direct reports to own the strategy and execution of their respective programs, providing guidance, removing roadblocks, and ensuring cross-functional alignment
• Serve as a key strategic partner to Advocacy Team leaders, clinical teams, GB&E, TAO, EPDD, IT and other stakeholders, translating business needs into actionable learning, knowledge, and quality strategies
• Communicate often and effectively with internal partners ensuring strong org-wide understanding of significant programmatic efforts and KPI performance
• Ensure seamless integration of new service offerings, benefit changes, and policy updates into training, knowledge, and quality frameworks through effective collaboration with relevant departments
• Establish overarching KPIs and metrics to measure the effectiveness and ROI of all training, knowledge, and quality programs, as managed by the respective program leads
• Drive a culture of continuous improvement, challenging the status quo and fostering innovative solutions within each program area
• Represent operations in external meetings with prospective and current clients, demonstrating strong client-level ownership

Preferred Qualifications

Demonstrated experience in a healthcare, health benefits, or related highly regulated industry is highly preferred

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies
• Work-From-Home reimbursement to support team collaboration home office work