Sr Director, PBM Member Experience (Healthtech)

TL;DR

Sr Director, PBM Member Experience (Healthtech): Setting the vision and strategy for an omnichannel member support organization with an accent on operational excellence and digital transformation. Focus on implementing AI-powered solutions, scaling workforce optimization, and aligning the support roadmap with corporate growth goals.

Location: Remote (US)

Salary: $187,000 - $211,000

Company

hirify.global is a healthtech company focused on making pharmacy benefits fair and transparent through a modern mobile app and on-demand clinical guidance.

What you will do

• Define and execute the long-term strategy and vision for the omnichannel member experience organization.
• Oversee performance across phone, chat, email, and digital channels to ensure SLAs and member experience objectives are met.
• Lead the implementation of AI-powered solutions, automation, and conversational AI technologies.
• Develop long-range staffing strategies, workforce forecasting models, and organizational capacity plans.
• Manage departmental budgets and identify opportunities for cost optimization.
• Collaborate with Product, Technology, and Clinical Operations to ensure readiness for enterprise initiatives.

Requirements

• Bachelor's degree required; Master's degree preferred.
• 8+ years of progressive leadership experience in PBM, health plans, or large omnichannel contact centers.
• Proven track record of leading large operational organizations through growth and transformation.
• Experience managing executive budgets, technology roadmaps, and organizational planning.
• Deep understanding of CRM platforms, workforce management systems, and AI-enabled customer service solutions.
• Must be eligible to work in the US (compensation determined by geographic location).

Culture & Benefits

• Human-first culture that values grit, collaboration, and accountability.
• Environment that encourages debating then committing to the best decisions.
• Commitment to an inclusive culture where diverse backgrounds are celebrated.
• Opportunity to work in a high-growth, venture-backed environment (funded by Khosla Ventures, Thrive Capital, and Tiger Global).