Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.
Job overview:
The Senior Program Manager, Member Operations, reports to the Senior Director of Member Operations and is a member of the cross-functional Care Team Leads in Care Delivery and Member Operations Leadership Team. The Member Operations Senior Program Manager proactively engages with cross-functional stakeholders within Care Delivery and across the company to leverage the voice of the member, drive continuous improvement, root cause analysis, and launch new programs at a time of incredible growth for Omada. A successful candidate will have experience managing business challenges and have the ability to influence and drive cross-functional initiatives forward. They will have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems.
This role will be responsible for the following processes: (1) Member Operations Weekly Business Review (WBR) including creating, refining and expanding metrics and driving the weekly meeting. (2) Continuous improvement to customer service and cost of revenue efficiency. (3) Incident management-being a key partner in building out how the operations team manages significant incidents that impact members and/or care teams.
Because the person in this role will influence colleagues within the Member Operations department, Care Delivery, and across Omada, they will also need to demonstrate strong leadership skills, be highly collaborative, influence without authority, be highly organized and have a passion for building data-driven programs that improve business operations.
About you:
You are passionate about Omada's mission to inspire and engage lifelong health one day at a time and our products that help members who are living with prediabetes, diabetes, hypertension or musculoskeletal issues. You bring your whole-self to work everyday with a curious mindset ready to dive into complex sets of data, review member anecdotes, and regularly visit, shadow, and interact with our care team in order to find hidden problems that affect our members and that result in Member Ops. interactions. You develop well-documented and data-driven business cases based on your newly gained insights. You always validate that "metrics match the anecdote." You surface these business cases to Care Delivery, Product, Engineering, and Business teams to influence their prioritization of solutions to fix issues. You measure the impact of implemented solutions to celebrate the improved member experience and the cost savings from your projects. You are a Zendesk expert who can create ad hoc reports in Explore, deeply understand Zendesk Guide and underpinning functionality of Support and Talk.
Your impact:
Bonus points for:
Basic Qualifications:
Preferred Qualifications:
Benefits:
It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!
About Omada Health: Omada is a virtual-first chronic care provider that nurtures lifelong health, one day at a time. Our care teams implement clinically-validated behavior change protocols for individuals with prediabetes, diabetes, hypertension, and musculoskeletal issues for consistent improvements that stack up. With more than a decade of experience and data, and 24 peer-reviewed publications that showcase our clinical and economic results, we improve health outcomes and help contain healthcare costs.
Our scope exceeds 1,800 customers, including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s. Omada is the first virtual provider to join the Institute for Healthcare Improvement's Leadership Alliance, reflecting our aim to complement primary care providers for the benefit of our members, and affirming our guarantee to every partner: Omada works different.
Omada is thrilled to share that we've been certified as a Great Place to Work! Please for more information.
We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.
Below is a summary of salary ranges for this role in the following geographies:
California, New York State and Washington State Base Compensation Ranges: $148,800 - $186,000*, Colorado Base Compensation Ranges: $133,920 - $167,400*. Other states may vary.
This role is also eligible for participation in annual cash bonus and equity grants.
*The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.
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