Director, Digital & Care Pathway Guide

Job Description

A bit about this role: 

As the Director of Digital & Care Pathway Guide, you will be the driving force behind how thousands of Devoted members and patients experience support, care, and connection every day. You will lead the teams who walk alongside our members on their care journeys, shaping digital-first experiences that make getting help easier and more human. You’ll ensure that every touchpoint—phone, portal, or text—delivers speed, clarity, and trust. In this role, you’ll energize and develop your teams, remove barriers across service and clinical workflows, and strengthen the operational backbone that brings our mission of compassionate, high-quality care to life at scale.

Your Responsibilities and Impact will include:

• Overseeing multiple operational teams and building a strong, engaged leadership layer

• Iterating and scaling digital-first service pathways across the Devoted Health Plan and Devoted Medical - driving ≥80% of primary care interactions through digital channels and reshaping how members reach out to us with questions

• Owning operational performance across digital and phone channels (ASA, FCR, digital adoption, trust, NPS)

• Partnering with Product, Engineering, MXE, and Clinical teams to improve workflows and influence the service technology roadmap

• Launching new workflows end-to-end—from problem discovery to frontline rollout and continuous improvement

• Reducing friction and clinical/service handoffs to create faster, safer, and more coordinated member experiences

• Maintaining high-quality SOPs, playbooks, and operational documentation

• Representing performance and member insights to senior leadership

• Building a culture of engagement, accountability, psychological safety, and continuous improvement

Required Skills and Experience

• 8+ years of experience in service delivery, healthcare operations, contact centers, or digital operations

• Experience with digital service channels (portal, SMS, chat)

• Strong ability to translate member needs and service issues into tech and workflow requirements

• Comfort with analytics, queue management, telephony systems, and data-driven decision making

• Demonstrated ability to influence cross-functional partners without direct authority

• Experience leading teams through operational change or new performance expectations
   

Desired skills and experience:

• Background in experience design or workflow optimization

• Comfort applying AI-driven insights to streamline workflows, reduce friction, and enhance decision-making

• Familiarity with product development cycles and roadmap management

• Comfort reviewing member/patient communications to ensure quality and empathy

• A passion for innovation, continuous improvement, and reimagining how members and patients engage with care

#LI-DS1
#LI-Remote
 

Salary range: $165,000 - $225,000 / year

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.