Senior Manager, Operational Excellence & Strategic Initiatives

ABOUT THE ROLE:

This Senior Manager role will serve as the strategic right-hand to the Vice President of Navigation Service Delivery, providing comprehensive and cross-functional support. The Senior Manager will oversee key programs and initiatives, driving strategic execution, operational efficiency, and quality outcomes. They will lead projects, process improvements, integrations, and workforce optimization efforts, ensuring alignment with organizational goals and priorities.

WHAT YOU’LL DO:

Strategic Support

• Act as a trusted advisor to the Vice President, providing insights, analysis, and recommendations to support strategic decision-making.
• Collaborate with senior leaders across Navigation Operations, Product, Client Success, and other departments to align initiatives in support of Navigation and corporate priorities.
• Develop, implement, and monitor strategies that drive operational and commercial success, ensuring alignment with organizational goals.

Program and Project Management

• Lead the planning, execution, and successful delivery of cross-functional projects and strategic initiatives, ensuring alignment with key objectives.
• Collaborate with stakeholders to define project scope, objectives, timelines, and resource needs.
• Monitor and report on project progress, addressing risks and issues proactively to ensure successful completion.
• Facilitate better integration and alignment between Navigation functions, including Operations, Client Success, Implementation, Product, Data & Insights, and Marketing.
• Oversee tactical projects such as client/partner integration mapping.

Operational Efficiency and Process Improvement

• Partner with operations and analytics teams to design and implement dashboards and key performance indicators (KPIs) for Navigation Operations and associated functions.
• Identify opportunities for process enhancements and lead the implementation of Lean and Six Sigma initiatives to drive efficiency and scalability.
• Explore and apply new technologies, such as AI, to increase agent output and stabilize staffing needs.
• Conduct root cause analyses and recommend solutions to improve quality, reduce costs, and enhance customer and client experiences.

Workforce and Quality Oversight

• Oversee staffing strategy and capacity planning, partnering with the Senior Manager, Navigation Service Delivery and Talent teams to ensure strategies meet volume demands and performance guarantees.
• Support workforce planning and optimization initiatives to ensure teams are equipped to meet organizational goals and client service levels.
• Oversee all aspects of quality, including member satisfaction, quality audits, and escalation management.
• Develop protocols in collaboration with operations and client success teams to create a robust quality program.
• Provide insights into agent performance and trends in client accounts to improve operations and client outcomes.

Executive Presentation and Communication

• Prepare professional, concise presentations on projects and initiatives for the executive team.
• Communicate complex ideas and project updates in a manner suitable for a C-suite audience. Translate complex ideas into digestible and actionable data points for frontline staff.
• Represent the Vice President in presentations as needed.

Leadership and Team Development

• Foster a culture of collaboration, accountability, and continuous improvement across teams.
• Mentor and develop team members, building capacity for long-term organizational success.

WHO YOU ARE:

• Education: Bachelor’s degree required; advanced degree (e.g., MBA, MHA) preferred.
• Experience: Minimum of 8 years of experience in operations, strategy, or project management roles, with at least 3 years in a leadership position.
• Demonstrated expertise in Lean, Six Sigma, or other process improvement methodologies.
• Proven ability to manage complex projects and drive initiatives to successful completion.
• Experience with workforce optimization, quality frameworks, and KPI development preferred.
• Strong analytical, communication, and interpersonal skills, with the ability to influence stakeholders at all levels.

SALARY (BEFORE COMMISSION POTENTIAL):  

$90,000-$130,000/yr 

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $130mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global at a valuation of $1 billion. We’re headquartered in New York City, with a satellite office in Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:

1) We are human, first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is a healthcare company looking to improve healthcare outcomes for everyone, everywhere. With that in mind, we have to consider what is good for the health of our team, the company, and the communities we operate in. As such, Rightway has determined a mandatory COVID-19 vaccination policy for all employees, in combination with other safety precautions, is the best way forward.

Rightway is PROUDLY an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.