Director, Outbound Engagement

Job Description A bit about this role: Our Outbound Guide teams have the opportunity to make a difference every single day in the complex world of healthcare by offering proactive services, issue resolution, and helping members know, use, and love their benefits. As the Director, you will lead operational strategy, program design, and execution for an organization of 150+ people spanning both Outbound case and campaign work. In this role, you'll focus on standardizing and optimizing workflows, scaling yield and efficiency, solving complex operational challenges across stakeholders, and leveraging data-driven insights to improve performance and outcomes for our members. Serving as a key operational leader and strategic partner to the hiring leader, you will help shape the long-term strategy for our Outbound Organization while fostering an authentic, caring, and emotionally intelligent team culture. Your Responsibilities and Impact will include: Program Development & Execution: Partner with senior leaders across Member Experience, Stars & Quality, Compliance, Product, and Analytics to translate business needs into operational programs; hold go/no-go authority on launch readiness and own stabilization. Operational Performance & Accountability: Commit to and deliver outcome targets (reach, connect rates, conversion, quality, compliance, member experience), diagnose performance gaps early, and resolve member problems surfaced by outreach. People Leadership & Org Ma