Director, Strategy & Operations - Member Care Advocacy - Remote at Included Health

As Head of Member Care Advocacy you oversee a large organization that is leading the way in creating a new way for people to experience healthcare. The Member Care Advocacy team is the front door to Included Health, charged with answering member services questions, to uncovering members’ unspoken needs, all while treating members with empathy and respect. This role is perfect for an experienced leader with demonstrated experience leading, and inspiring teams in a way that delivers consistent results.  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.

Responsibilities:

• As Head of the Member Care Advocacy team, which is a geographically distributed team of 300+ agents and 20+ leaders; you will lead and coach a high functioning team, including multiple resource types (FTE, contract, outsource).
• You will be responsible for performance on a set of operational Goals, including customer-oriented Performance Guarantees and company-level OKRs.
• You will 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
• You will responsibly scale business, including budget ownership and management of headcount in partnership with Workforce Management and Finance
• You will 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. 
• You will oversee the design and implementation of programs aimed at improving member satisfaction, engagement, outcomes, and cost to serve.
• You will 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.
• You will partner with Engineering and Product teams to improve the member experience, member outcomes, and scale.

Experience:

• Bachelors 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.

Skills:

• 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%

Physical/Cognitive Requirements:

• 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.

The United States new hire base salary target ranges for this full-time position are:

Zone A: $138,380-195,470+ equity + benefits  

Zone B: $ 159,137-224,791 + equity + benefits  

Zone C: $ 172,975-244,338 + equity + benefits  

Zone D: $ 179,894-254,111+ equity + benefits  

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Healths commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zones unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.

In addition to earning a base salary, this role is eligible for a performance-based bonus. Details of the Annual Bonus Plan, including performance metrics, target incentives, and potential earnings, will be discussed during the interview process.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following: 

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents 

Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO")

12 weeks of 100% Paid Parental leave

Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance

Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) 

11 Holidays Paid with one Floating Paid Holiday

Work-From-Home reimbursement to support team collaboration and effective home office work 

24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations