Director, Care Navigation

The Role:

As the Director of Care Navigation, your contributions will be critical to supporting Care Navigation's support for our diverse and global customers and their members, along with supporting Managers and Care Navigators to success. You will be responsible for data-driven decisions relative to performance indicators, expansion, and annual seasonality.  You will lead a diverse workforce inclusive of full-time equivalents, part-time equivalents, agency and/or temporary workforce, and consultants.  You will drive an environment of continual improvement founded on operational effectiveness and optimization.  You are a strategic and solutions-minded leader with the ability to lead and inspire a team to greatness.  

Minimum Qualifications: 

• 5+ years of experience in healthcare, insurance, or related SAAS technology leading a high-growth team dedicated to service.
• Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments.
• Experience implementing, growing, and scaling a service delivery model including but not limited to phone support, live chat support, email, etc. 
• Requires extensive customer service experience, people management, and organizational skills.
• Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support.
• Passion, experience, and/or genuine interest in the family-forming space.
• Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
• Proven performance management and development skills.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change within the company/team.
• Demonstrated ability to implement process enhancements and efficiencies including performance.
• Demonstrated business acumen, customer awareness, and ability to create value.
• Outstanding communication skills, both oral and written, ability to manage multiple business areas and people.
• Interacts with peers and managers on business and technical issues.
• Ability to oversee or direct functions, delegate work, and effectively negotiate issues with leadership

Compensation:

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The expected base salary for this position will range from $124,000 - $190,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.