Director, Strategy & Operations, Member Care Advocacy

Summary

Join Included Health as the Head of Member Care Advocacy, leading a 300+ person team revolutionizing healthcare experiences. You will oversee operational goals, create a multi-year roadmap, manage budgets and headcount, and collaborate with various teams to enhance member satisfaction and outcomes. This leadership role requires extensive experience in strategy, operations, and change management within large organizations, preferably in healthcare or customer service. The position offers a competitive salary, equity, and a comprehensive benefits package including remote work options, paid parental leave, and various other perks. You will report to the Sr. Director of The Advocacy Team and will create and lead a cohesive vision and strategy for how the Member Care Advocacy can deliver value to our members and customers at scale. The ideal candidate will possess strong people management skills and a proven ability to build and motivate high-performing teams.

Requirements

• Bachelor's degree in Business, Education, Healthcare Administration, or a related field; advanced degree is a plus
• 10+ years of experience in strategy, operations and change management, including at least 5 years in a leadership role and experience leading a large, multi-layered organization
• Experience managing large, interdepartmental teams, preferably within the healthcare or customer service industry
• Experience in management consulting, with experience using data to guide strategic decisions and improvements
• People management skills, with experience building strong teams
• Promote vision and purpose, with a compelling strategy that motivates others to action
• Experience communicating analytical findings for a range of different audiences
• Experience building business cases, supporting thesis with numerical and qualitative analysis
• See ahead to future possibilities and translating them into creative strategies
• Deal constructively with problems that do not have clear solutions or outcomes
• Willingness to travel up to 10-20%
• Prompt and regular attendance at assigned work location
• Capability to remain seated in a stationary position for prolonged periods
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment
• No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer / laptop) may be required
• Capability to work with leadership, employees, and members in an appropriate manner

Responsibilities

• Lead and coach a high-functioning team, including multiple resource types (FTE, contract, outsource)
• Be responsible for performance on a set of operational Goals, including customer-oriented Performance Guarantees and company-level OKRs
• Create and lead a vision for a multi-year roadmap for the Member Care Advocacy team, setting clear goals and milestones ensuring adherence with the overall Included Health business strategy
• Responsibly scale business, including budget ownership and management of headcount in partnership with Workforce Management and Finance
• Work with Care Team Leadership to ensure the team is supported from a quality, training, knowledge, and workforce management perspective. Ensure feedback loops are in place for continuous improvement
• Oversee the design and implementation of programs aimed at improving member satisfaction, engagement, outcomes, and cost to serve
• Demonstrate strong client-level ownership, including direct interaction with customers in sales meetings, business reviews, and other client settings. Requires strong partnership with Client Success and Sales team and the ability to understand and translate customer specific goals into action for your team
• Partner with Engineering and Product teams to improve the member experience, member outcomes, and scale

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