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 transparency—driving 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 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.

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 YOU’LL 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, impr