Position Details

Type Full-Time

Experience executive

Exp. Years Not specified

Education Not specified

Category Executive & General Management

About this role

Lead Sharecare’s Navigation, Advocacy, and Customer Service operations, serving as the front door to member-facing services. Own operational performance and member experience across programs, while representing the function in client meetings and partnering cross-functionally to improve workflows and outcomes.

Key Responsibilities

Lead Navigation, Advocacy, and Customer Service operations across programs and clients
Ensure members are guided to appropriate services, providers, programs, and resources
Oversee program performance including engagement, activation, case resolution, member experience, and productivity metrics
Establish best practices for healthcare navigation (provider navigation, benefits navigation, site of care guidance, clinical program connection)
Serve as client-facing operational/program leader and partner with account and client teams to address needs and operational performance

Technical Overview

This is an operations leadership role focused on healthcare navigation service models. The work centers on designing and improving service workflows, performance metrics, and transition from navigation to clinical services for population health programs.

Ideal Candidate

The ideal candidate is an executive-level operations and people leader with experience running healthcare navigation, advocacy, or member services programs. They have a track record of improving member experience through strong operational performance, measurable engagement/activation/productivity outcomes, and disciplined service delivery for large teams.

Must-Have Skills

Operational and people leadershipExperience in healthcare navigationadvocacyor member services programsLead large teamsOperational discipline and accountability across member-facing teams

Required Skills

NavigationAdvocacyCustomer Service operationsMember engagementHealthcare navigation best practicesProvider navigationBenefits navigationSite of care guidanceCase resolutionService deliveryOperational performanceMember experienceEngagement metricsActivation metricsProductivity metricsOperational discipline and accountabilityClient-facing operationsWorkflow developmentPopulation health service model

Hard Skills

Soft Skills

People leadershipLeading large teamsImproving engagement and member experienceReducing attritionBuilding leadership capabilityClient meeting representationCross-functional partnershipAccountabilityConsistency of service delivery

Industry & Role

Industry Healthcare

Job Function Direct the navigation and member services operations to improve member engagement, experience, and client-aligned service delivery.

Role Subtype Director of Operations

Keywords for Your Resume

Sr. DirectorSenior DirectorNavigation & Member ServicesNavigationAdvocacyCustomer Servicemember servicesmember engagementhealthcare navigationprovider navigationbenefits navigationsite of care guidancecase resolutionmember experienceengagementactivationproductivity metricsoperational performancepopulation health service modelclient-facingoperational disciplineaccountabilityreduce attritionbuild leadership capability

Deal Breakers

Experience leading navigation, advocacy, or member services operations, Ability to lead large teams and drive operational discipline across member-facing functions, Client-facing operational leadership experience

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Sr. Director, Navigation & Member Services - Remote

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