Director, Member Navigation

Omada is seeking a Director of Member Navigation to launch and scale a new function within the Member Services organization. This team will support Omada members on GLP-1 medications through high-touch, concierge-style service delivered via a remote-based contact center interacting with members via phone and email. As a strategic and operational leader, you will own the long-term vision, strategy, and execution of this function, ensuring members receive timely, compassionate, and effective navigation support while driving measurable results.

Reporting to the Senior Director, Member Services, the Director will be a peer to the head of program support and be accountable for building a scalable, integrated service model, directly leading a high-performing team, and fostering a culture of cross-functional collaboration, psychological safety, and continuous improvement across Clinical, Commercial, Product, and Care Teams.  This leader will champion Omada’s mission by designing systems that enable accessible, equitable, and outcomes-driven cardiometabolic care navigation. Oversee functional budget, including headcount planning, forecasting, cost of revenue (COR) analysis, and return on investment (ROI) tracking for automation and operational investments.

Your Impact: 

Team Management

• Directly lead, hire, supervise, coach and develop a team of front-line GLP-1 Member Navigators that provide member support for the entire product line.
• Develop and implement the operational objectives and standard operating procedures that will ensure the achievement of KPIs such as:
  • % of calls are answered within 60 seconds (e.g. phone SLA)
  • % of emails are responded to within agreed upon timeframe (e.g. email SLA)
  • % customer satisfaction (CSAT)
  • % at-work utilization
  • % employee engagement
• Track performance and manage risks of underperformance through operational excellence standard business cadences such as, but not limited to, weekly business review (WBR) and daily business review (DBR).
• Build and grow a high-performing, psychologically safe team culture while driving continuous improvement and investing in leadership development and succession planning.

Strategic Roadmap Management, Innovation, & Leadership

• Build a new function in the Member Services department that meets buyers’ requirements in collaboration and coordination with Product, Commercial and Care Teams partners.
• Work closely with senior management to confirm proposed annual strategic priorities, and negotiate significant strategic matters, aligning diverse and sometimes opposing views to drive results and influence stakeholders.
• Lead projects and champion significant organizational changes, directly guiding their direction and execution.
• Foster trust, collaboration, and psychological safety at all levels of the organization, creating networks with key decision makers and cross-functional stakeholders while encouraging a culture of feedback and innovation.
• Partner with operational leaders to define performance expectations for staff and achieve KPIs.
• Tackle complex issues where problems are not clearly defined, applying sound judgment and creative problem-solving.
• Independently drive projects from start to finish including defining business goals, metrics and technical solutions to achieve goals.
• Develop documents for business cases and presentation slide decks independently.
• Lead cross-functional transformation initiatives that improve experience for both internal teams and external partners.
• Create and evolve the operational performance system, including SLA frameworks and continuous improvement cadences.

Operational Excellence

• Responsible for identifying continuous improvement opportunities and achieving measurable improvement within Member Services.
• Lead the development and implementation of Lean performance improvement strategies that promote business growth and enhance customer satisfaction.
• Utilize Lean methodologies such as root-cause problem solving, PDCA cycles, and standard work to streamline processes, eliminate waste, optimize service delivery and deliver measurable continuous improvement.
• Embed Lean thinking and methodologies across the organization, promoting continuous improvement from frontline teams to senior leadership.
• Facilitate Kaizen events and workshops to drive widespread adoption of Lean principles.
• Monitor industry trends and emerging technologies to inform future-state solutions for operational excellence.
• Identify and institutionalize best practices to ensure scalable, repeatable processes and sustainable results.

Customer Service Strategy

• Develop and implement a strategy to deliver concierge-like service through deeply understanding why members contact your team, anticipating their needs and owning issues from ticket creation to resolution and measuring quantifiable performance.
• Ensure the customer service strategy evolves in line with organizational goals, partner expectations, and emerging external market trends.
• Maintain accountability for contact center tooling and systems (e.g., Zendesk) to ensure scalability, automation, and service consistency.

Subject Matter Expertise & Thought Leadership

• Recognized as a GLP-1 member services subject matter expert within the organization, leveraging expertise and knowledge of current market trends to influence internal and external stakeholders.
• Work in close partnership with the Member Services Program Manager responsible for GLP-1 launches.
• Be an integrated leader of the cross-functional GLP-1 team.
• Incorporate Voice of Customer (VOC) feedback into performance improvement initiatives to enhance customer experience and responsiveness.

About you: