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Homeward · 1 day ago

Senior Director, Care Experience Operations

Chicago, IL

Full-time

Hybrid

Director/Executive

10+ years exp

Homeward Health is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. They are seeking an experienced, systems-oriented Senior Director of Care Experience Operations to lead the operating backbone of their Care Experience organization, ensuring reliable execution and high-quality member experiences at scale.

Artificial Intelligence (AI)Health CareHospital

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

Qualification

Operations leadershipPerformance managementKPI-driven decision-makingHealthcare experienceAnalytical mindsetChange managementMember outreach operationsQuality assuranceTrainingMarketing operationsOmnichannel outreachExceptional communicationCross-functional leadership

Required

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