Director, Member Navigation

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time. 

Job Overview:

Omada is seeking a Director of Member Navigation to launch and scale a new function within the Member Services organization. This team will support Omada members on GLP-1 medications through high-touch, concierge-style service delivered via a remote-based contact center interacting with members via phone and email. As a strategic and operational leader, you will own the long-term vision, strategy, and execution of this function, ensuring members receive timely, compassionate, and effective navigation support while driving measurable results.

Reporting to the Senior Director, Member Services, the Director will be a peer to the head of program support and be accountable for building a scalable, integrated service model, directly leading a high-performing team, and fostering a culture of cross-functional collaboration, psychological safety, and continuous improvement across Clinical, Commercial, Product, and Care Teams.  This leader will champion Omada’s mission by designing systems that enable accessible, equitable, and outcomes-driven cardiometabolic care navigation. Oversee functional budget, including headcount planning, forecasting, cost of revenue (COR) analysis, and return on investment (ROI) tracking for automation and operational investments.

Your Impact: 

Team Management

• Directly lead, hire, supervise, coach and develop a team of front-line GLP-1 Member Navigators that provide member support for the entire product line.
• Develop and implement the operational objectives and standard operating procedures that will ensure the achievement of KPIs such as:
• % of calls are answered within 60 seconds (e.g. phone SLA)
• % of emails are responded to within agreed upon timeframe (e.g. email SLA)
• % customer satisfaction (CSAT)
• % at-work utilization
• % employee engagement
• Track performance and manage risks of underperformance through operational excellence standard business cadences such as, but not limited to, weekly business review (WBR) and daily business review (DBR). 
• Build and grow a high-performing, psychologically safe team culture while driving continuous improvement and investing in leadership development and succession planning.

Strategic Roadmap Management, Innovation, & Leadership

• Build a new function in the Member Services department that meets buyers’ requirements in collaboration and coordination with Product, Commercial and Care Teams partners. 
• Work closely with senior management to confirm proposed annual strategic priorities, and negotiate significant strategic matters, aligning diverse and sometimes opposing views to drive results and influence stakeholders.
• Lead projects and champion significant organizational changes, directly guiding their direction and execution.
• Foster trust, collaboration, and psychological safety at all levels of the organization, creating networks with key decision makers and cross-functional stakeholders while encouraging a culture of feedback and innovation.
• Partner with operational leaders to define performance expectations for staff and achieve KPIs.
• Tackle complex issues where problems are not clearly defined, applying sound judgment and creative problem-solving.
• Independently drive projects from start to finish including defining business goals, metrics and technical solutions to achieve goals.
• Develop documents for business cases and presentation slide decks independently.
• Lead cross-functional transformation initiatives that improve experience for both internal teams and external partners.
• Create and evolve the operational performance system, including SLA frameworks and continuous improvement cadences.

Operational Excellence

• Responsible for identifying continuous improvement opportunities and achieving measurable improvement within Member Services.
• Lead the development and implementation of Lean performance improvement strategies that promote business growth and enhance customer satisfaction.
• Utilize Lean methodologies such as root-cause problem solving, PDCA cycles, and standard work to streamline processes, eliminate waste, optimize service delivery and deliver measurable continuous improvement.
• Embed Lean thinking and methodologies across the organization, promoting continuous improvement from frontline teams to senior leadership.
• Facilitate Kaizen events and workshops to drive widespread adoption of Lean principles.
• Monitor industry trends and emerging technologies to inform future-state solutions for operational excellence.
• Identify and institutionalize best practices to ensure scalable, repeatable processes and sustainable results.

Customer Service Strategy

• Develop and implement a strategy to deliver concierge-like service through deeply understanding why members contact your team, anticipating their needs and owning issues from ticket creation to resolution and measuring quantifiable performance. 
• Ensure the customer service strategy evolves in line with organizational goals, partner expectations, and emerging external market trends.
• Maintain accountability for contact center tooling and systems (e.g., Zendesk) to ensure scalability, automation, and service consistency.

Subject Matter Expertise & Thought Leadership

• Recognized as a GLP-1 member services subject matter expert within the organization, leveraging expertise and knowledge of current market trends to influence internal and external stakeholders.
• Work in close partnership with the Member Services Program Manager responsible for GLP-1 launches.  
• Be an integrated leader of the cross-functional GLP-1 team. 
• Incorporate Voice of Customer (VOC) feedback into performance improvement initiatives to enhance customer experience and responsiveness.

About you:

You are passionate about Omada’s members and mission to bend the epidemiological curve on the prevalence of cardiometabolic conditions.  You are passionate about people and create a culture of high engagement, high performance.  You have deep experience leading continuous performance improvement work with demonstrable results.  You are zealous about anticipating member needs, have a track record of delivering concierge-like service and use your expertise and experience to guide and inspire your teams to solve problems for members rather than just answering questions.  You are a systems thinker that has strong financial acumen and cost of revenue (COR), capacity modeling, and the orchestration of the systems we depend on to deliver service such as Zendesk.  When conceptualizing new workflows you default to innovating within existing systems, building automation and leveraging AI before creating new systems or manual processes.  You clearly articulate your point of view or recommendation succinctly both orally and in writing.  

To be successful you will need:

• 12+ years of relevant experience in healthcare operations, member services, or equivalent with a Bachelor’s degree in a related field (or 10+ years with a Master’s degree, 8+ years with a PhD). 
• 5+ years of people management experience, including leading remote teams 
• Highly proficient in continuous performance improvement methodologies and application.  Ability to provide multiple case studies of effective implementation. 
• Strong background delivering concierge service 
• Excellent written and verbal communication skills
• Demonstrated ability to rigorously manage performance while fostering a supportive, transparent, and collaborative work environment
• Demonstrated ability to execute work plans that have measurable, quantifiable goals
• Strong aptitude to work and problem solve independently with little guidance
• Ability to assess unique circumstances and use analytical and problem solving techniques to identify root cause 
• Demonstrated success in building psychologically safe and high-performing teams
• Track record of influencing across levels and navigating cross-functional complexity

To stand out: 

• Experience with GLP-1 or other specialty therapy navigation
• Prior work in digital health, care delivery, or value-based care environments
• Experience deploying AI agents in a contact center environment 
• MBA, MHA, MPH, or advanced degree in a related field

Working Conditions: 

• Must be available during business hours in your local time zone and for occasional after-hours needs which may include evening, weekend, or holiday availability
• Onsite travel may be required approximately once per quarter

Benefits:

• Competitive salary with generous annual cash bonus
• Equity grants
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Lifestyle Spending Account (LSA)
• Mental Health Support Solutions
• ...and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

• Cultivate Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
• Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
• Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.
• Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together. 
• Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.

About Omada Health: Omada Health is a between-visit healthcare provider that addresses lifestyle and behavior change elements for individuals managing chronic conditions. Omada’s multi-condition platform treats diabetes, hypertension, prediabetes, musculoskeletal, and GLP-1 management. With insights from connected devices and AI-supported tools, Omada care teams deliver care that is rooted in evidence and unique to every member, unlocking results at scale. With more than a decade of experience and data, and 29 peer-reviewed publications showcasing clinical and economic proof points, Omada’s approach is designed to improve health outcomes and contain costs. Our customers include health plans, pharmacy benefit managers, health systems, and employers ranging from small businesses to Fortune 500s. At Omada, we aim to inspire and empower people to make lasting health changes on their own terms. For more information, visit: https://www.omadahealth.com/

Omada is thrilled to share that we’ve been certified as a Great Place to Work! Please click here for more information.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

Below is a summary of salary ranges for this role in the following geographies:

California, New York State and Washington State Base Compensation Ranges: $156,400 - $195,500*, Colorado Base Compensation Ranges: $149,600 - $187,000*. Other states may vary.

This role is also eligible for participation in annual cash bonus and equity grants. 

*The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.

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