---
title: 'Director, Member Experience at Rightway'
canonical: 'https://feeny.ai/job/director-member-experience-rightway-remote-7rmmjz4kq64r'
type: 'job'
last_seen: '2026-10-27'
---

# Director, Member Experience at Rightway

- **Company:** Rightway
- **Location:** Remote
- **Work type:** remote
- **Posted:** 2026-10-23
- **Last confirmed live:** 2026-10-27
- **Apply:** https://www.rightwayhealthcare.com/jobs?gh_jid=8035552003

## Job description

## ABOUT THE ROLE:

Rightway's care team supports members, providers, and pharmacies across phone, chat, email, and other digital channels. This Director will lead that team, made up of pharmacy technicians and pharmacists, and will own service delivery across every channel. The ideal candidate pairs strong people leadership with an operational mindset, and is comfortable partnering with product and technical teams to build the tools their team relies on every day. This is a highly visible role that shapes how members experience pharmacy support at Rightway.

## WHAT YOU’LL DO:

- Lead and develop a team across telephony, email, chat, and other digital channels, working through managers and team leads.
- Build and coach a bench of people managers, holding them accountable to consistent service standards and to Rightway's management expectations.
- Set team structure and staffing plans in partnership with functional and People leadership, including hiring, workload distribution, and channel coverage.
- Own operational performance across every channel, setting goals for quality, speed, and member satisfaction, and holding the team accountable to them.
- Continuously evolve workflows and processes to maximize speed, consistency, and ease for both members and staff.
- Establish and monitor the metrics that matter, including volume, resolution rates, quality scores, and member satisfaction, and translate them into action plans.
- Collaborate with clinical leadership to implement member specific medication optimization and site of service strategies that improve clinical appropriateness and drive cost savings.
- Partner with product and engineering teams to define requirements for the tools the care team relies on, including the chat platform, call tracking system, and AI assisted workflows.
- Represent the voice of the care team in roadmap discussions, prioritizing improvements with the greatest operational impact.
- Pilot new technology and workflows with the team, measuring impact before scaling company wide.
- Lead the team through organizational growth and evolving ways of working, with clear communication and training plans that support a seamless omnichannel experience.
- Anticipate the impact of change on the team and build thoughtful plans that keep the member experience consistent as the team grows and evolves.
- Act as a steward of company culture and values while introducing new ways of working.

## WHO YOU ARE:

- 7 or more years of experience in contact center, pharmacy operations, or healthcare services operations, including several years managing managers or leading multi team organizations.
- Proven experience leading frontline teams of 20 or more people through periods of growth and technology adoption.
- Strong operational and analytical mindset, comfortable setting goals, reading dashboards, and translating data into action.
- Experience partnering directly with product and engineering teams to influence a roadmap.
- Excellent communicator who can represent the team's needs to senior leadership and translate company strategy into day to day priorities for the team.
- Pharmacy, PBM, or healthcare services background strongly preferred.

COMPENSATION:  $155,000 - $190,000 annually, in addition to bonus and equity

Compensation offered will be determined by geographic location, experience, and qualifications.

## CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @[rightwayhealthcare.com](http://rightwayhealthcare.com/) email domain. We will never ask for bank details or deposits of any kind as a condition of employment.

## ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $300mm from investors including Khosla Ventures, Thrive Capital, Francisco Partners, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our core values:

1. We are human, first Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.
2. We redefine what is possible We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.
3. We debate then commit We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.
4. We cultivate grit Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.
5. We seek to delight Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is proud to be an Equal Opportunity Employer that believes in the strength of diverse thought, beliefs, backgrounds, and education. We foster an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis protected by applicable law. All employment decisions are based on merit, qualifications, need, and performance.

## About Rightway

## Company Overview
- **One-liner**: Rightway combines clinical care navigation with a transparent pharmacy benefits management (PBM) platform to help employers lower healthcare costs and improve member outcomes.
- **Entity Type**: Private (Privately Held) – Series C / Venture Round
- **Headquarters**: New York, New York, United States
- **Founded**: 2017
- **Founders**: Jordan Feldman (CEO) and Dr. Theodore Feldman (Chief Medical Officer)

## Core Business
- **Primary industry/industries**: Healthcare IT, Pharmacy Benefit Management (PBM), Care Navigation
- **Target customers**: B2B – employers, health plans, benefits leaders (Enterprise, SMB)
- **Mission or purpose statement**: “Reimagining pharmacy benefits and care navigation to give employers and their people a simpler, more transparent healthcare experience – one that lowers costs, improves outcomes, and restores trust.”

## Products & Services
- **Care Navigation**: A clinician-led service that helps members understand benefits, find the right care, handle billing issues, and manage medications. Includes proactive outreach and transition support.
- **Pharmacy Benefit Management (PBM)**: A transparent, 100% pass-through model where Rightway charges a single flat fee rather than profiting from rebates or spread pricing. Members get personalized pharmacist support and mail-order options.
- **Intuitive Technology Platform**: Digital tools for members to manage benefits, compare medication prices, and access care – integrated with the clinical navigation service.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (referred to as a “unicorn startup” in media, but no official valuation cited).
- **Key Metric**: Total Funding – $238.7M across 5 rounds (Seed, Series A, Series B, Series C, Venture Round); Annual Revenue – $12.6M (LinkedIn estimate).
- **Notable Investors/Partners**: Thrive Capital (led Series B), Tiger Global Management (led Series A), Khosla Ventures (led Series C), and others.
- **Growth Signals**: 362 employees (+38.8% YoY); 28,037 LinkedIn followers (+31.8% yearly); 70% average member engagement; 15% healthcare savings reported; 40+ Member Net Promoter Score (8.5x industry average); named a Best Place to Work by Built In (3 years running); key client win – Tyson Foods.

## Competitive Advantages
- **100% Pass-Through PBM Model**: Eliminates the misaligned incentives of traditional PBMs by charging a transparent fee and passing through all rebates and savings.
- **Integrated Clinical + Pharmacy Navigation**: Combines medical and pharmacy guidance under one roof, providing a single point of contact for members.
- **High Member Engagement & Satisfaction**: 70% engagement rate and industry-leading NPS indicate strong member trust and adoption.
- **Clinician-Led, Technology-Enabled**: A team of pharmacists, doctors, and care advocates supported by an intuitive digital platform.

## Strategic Focus
- **Expanding PBM Market Share**: Recent large client wins (e.g., Tyson Foods) and a $108.7M venture round in 2024 signal aggressive growth in the PBM space.
- **Deepening Technology Capabilities**: Active job postings for AI-focused engineers and analytics roles suggest a push toward more predictive, data-driven care navigation.
- **Scaling the Care Team**: Continued hiring of clinical and customer success roles to support a growing member base.

## Why Work Here
- **Culture & Values**: Described as a team of “entrepreneurs, medical experts, and industry pioneers” with a “roll up our sleeves” attitude. Emphasizes grit, transparency, and putting people first.
- **Work Environment**: Hybrid in-office culture at NYC HQ (2 Gansevoort St, New York, NY 10014). Commuter benefits provided.
- **Compensation & Benefits**: Competitive compensation; full medical, dental, vision insurance; Health Savings Account (HSA); 401K; external learning and career development panels.
- **Engineering Culture**: Growing tech team (40+ technical employees) with roles like Sr. Full Stack Engineer (AI), Analytics Engineer, and Product Manager. Salary ranges: Software Engineer ~$106K, Senior Software Engineer ~$147K, Director of Product Management ~$181K.
- **Employee Sentiment**: Employer rating 3.4/5 on LinkedIn (99 reviews) – work-life balance 3.4, culture 3.2, career opportunities 3.2. Some reviews indicate mixed experiences, but overall positive growth trajectory.
- **Active Job Openings**: 22 postings as of mid-2025, including roles in engineering, product, clinical consulting, and partnerships.

## Sources
1. [Rightway Healthcare – About Page](https://www.rightwayhealthcare.com/about)
2. [Rightway Healthcare – Careers Page](https://www.rightwayhealthcare.com/careers)
3. [Rightway Healthcare – Homepage](https://www.rightwayhealthcare.com/)
4. [Rightway – LinkedIn Company Profile](https://www.linkedin.com/company/rightway-healthcare)
5. [Rightway – Jobs Page](https://www.rightwayhealthcare.com/jobs)

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