Director, GLP-1 Member Navigation

Job Overview

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.

Omada is seeking a Director of GLP-1 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.

Your Impact: 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.

Your Impact: 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.