Senior Director, Care Experience Operations

The Opportunity (Hybrid Remote in Chicago, IL OR San Mateo, CA)

Homeward Health is seeking an experienced, systems-oriented Senior Director of Care Experience Operations to lead the operating backbone of our Care Experience organization. This role is responsible for ensuring that strategy, people, processes, and capacity come together to deliver reliable execution and high-quality member experiences at scale.

This is a highly cross-functional leadership role that sits at the intersection of engagement strategy, member outreach operations, contact center operations, analytics, and performance management. While contact centers represent the largest operational footprint, this role is equally accountable for how the full Care Experience system functions together-ensuring that member outreach, frontline delivery, operational processes, and performance management are aligned and scalable.

The ideal candidate combines strong operational leadership with analytical rigor and change-management experience. You are comfortable navigating ambiguity, building structure where it does not yet exist, and leading multiple functional leaders responsible for different but interdependent parts of the Care Experience ecosystem.

Key Responsibilities

• Own the Care Experience operating model, ensuring that member-facing operations function as a coordinated system across outreach, contact centers, quality, training, analytics, and marketing operations.

• Translate enterprise and Care Experience goals into clear operating plans, priorities, and execution rhythms across all operational functions.

• Establish and maintain operating cadences (weekly, monthly, quarterly) that drive accountability, visibility, and follow-through across Care Experience leadership and operational teams.

• Lead performance management across Care Experience operations, including forecasting, KPI monitoring, and mitigation planning tied to member outreach throughput, utilization, lead times, and contact center productivity.

• Provide direct leadership to functional leaders, including:

• Engagement Contact Centers

• Quality Assurance & Training

• Analytics

• Marketing Operations

• Own end-to-end member outreach operations through Marketing Operations, ensuring engagement strategies are accurately deployed across systems, channels, and frontline workflows.

• Oversee end-to-end operational workflows across member outreach, engagement contact centers, clinical engagement teams, experience center operations, and quality assurance and training functions.

• Define and enforce decision rights, handoffs, service-level expectations, and escalation paths across operational teams.

• Serve as the operational partner for Ops-led and Product-led initiatives, assessing readiness, capacity constraints, and sequencing risk prior to launch.

• Ensure effective agent performance management systems are in place through Quality Assurance, Training, and frontline leadership, using performance data to drive continuous improvement.

• Partner closely with Strategic Marketing & Engagement, Creative & Content, Service Design, Product, Clinical, and Data leaders to ensure strategies are executable and sustainable.

• Act as a strategic thought partner to the VP of Care Experience, supporting SLT-level planning, reviews, and executive communications related to Care Experience operational performance and readiness.

Preferred Experience & Qualifications

• 10+ years of experience in operations leadership within healthcare, health technology, or similarly complex, regulated environments.
• Demonstrated success leading and scaling multi-functional operational teams, including contact centers, quality, training, analytics, or marketing operations.
• Strong experience with performance management, forecasting, capacity planning, and KPI-driven decision-making across operational systems.
• Proven ability to lead senior functional leaders and drive alignment across interdependent teams.
• Experience supporting omnichannel member outreach models (voice, SMS, email, digital) and understanding their operational implications.
• Analytical mindset with the ability to translate data into clear operational insights and actions.
• Exceptional communication skills and comfort partnering with senior leaders across disciplines.
• Experience in Medicare, Medicaid, or other regulated healthcare environments strongly preferred.

Why Join Homeward

At Homeward, we are building healthcare for where people live. Our Care Experience organization plays a critical role in ensuring members can access care easily, consistently, and with dignity.

In this role, you will have the opportunity to shape how Care Experience operates at scale-bringing structure, clarity, and accountability to a system that directly impacts member outcomes and business performance. You will work alongside mission-driven leaders who value thoughtful design, operational excellence, and continuous improvement.

Homeward is an equal opportunity employer. We welcome candidates from all backgrounds who are excited to transform healthcare through smart, scalable, and human-centered solutions.

The base salary range for this position is $170,000-$200,000 yearly. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role will start as a contract position for one year with a possible extension or conversion to a full-time position.

At Homeward, we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.